I want to call CRM for call interaction. In inbound call, i can use agent script , when inbound call arrived, call agent script to call CRM Salesforce. But for manual outbound call, is there any way to call an agent script ? Can we create a flow for manual outbound call ?
As long as the agents are calling on behalf of the queue, so placing calls by clicking on interactions, then start conversation, they can then enter the queue they are calling on behalf of. This will then use the default Agent Script assigned to that queue in the queue configuration.
Not sure if you can force an agent script if they are just placing a call that isn't associated with a queue.