Hello there !!
We have a scenario where agent transfers the call to a secure flow for payment processing. All the success and failures transactions are logged using a data action.
In case the end user (customer) hangs up the call, nothing is logged because this event is handled no where in our secure flow.
Is there any way we can detect this DISCONNECT or hang up event and do some processing?
Regards,
Sajid
No, the flow ends when the caller hangs up and the flow author can't do anything else.
1: Have you considered using outcomes instead of the data action? If you initialize an outcome and the caller hangs up before the set outcome action, the outcome would be reported as failed. We even have specific views for that.
2: If you use Set Participant Data actions instead of data actions, the data will be written on the conversation object when the flow ends (only the Set Participant Data actions that have been executed prior to the hang up). So you could start the secure flow by setting x to "not done", and after the flow does whatever, set x to "successfully paid $103" or "credit card declined", etc. You could also add intermediate messages like "got credit card number from caller" so you can determine at what point the caller hung up.
3: If neither of those options work (and even if they do), make sure you put the call data/set flow outcome/set participant data action immediately after the transaction is completed, i.e. do it before playing an audio message to the caller that it worked/failed instead of afterwards.
Thank you so much @MelissaBailey. Let me give you some more background about the issue.
We are going this path in the first place is because the agent can pass data to secure flow via Invocation Data whereas flow can't pass any data back to the agent when flow returns. The whole purpose is to pass the payment status to the agent.
So the data action I had mentioned earlier is actually using the salesforce connector to log the payment status into salesforce and once the secure flow is finished, the agent has a 'Fetch Status' button to execute another salesforce data action to get the status.
Now during all this process if customer hangs up, nothing is logged into salesforce and agent is clueless about what happened to the customer while in the flow. Its necessary for agent to know because he/she has to update some other applications as well.
Anyways Excellent suggestions. Lets me get back to you after exploring all these options. Have a nice day!!
In that case flow outcomes won't work. The agents likely won't have permission to see them, and outcomes don't always show up instantaneously. The participant data will, but you would need to update your button from checking salesforce to fetching the conversation object and looking for the data. Participant data will show up under the attributes section on one of the conversation's participants (there are a couple rules defining which participant it will be on, I find it easier to just look through each participant until I find it).
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