Return to Agent action
In secure flows, the Return to Agent action is a terminating action that ends the flow. This action should only be used in secure call flows initiated by an agent, not in a Transfer to Secure Flow action. Depending on the flow design, adding this action at the end of the secure flow can:
- Return the caller to the initial flow and reconnect with an agent or automated resource.
- Disconnect the call if the flow instance is the only other participant other than the current call.
When the secure flow ends, the system sends stored variable values to the agent, such as a confirmation number in the agent’s script.
The Return to Agent action can be used in menu choices and task sequences. When you use an action in a menu choice, Architect provides additional settings such as DTMF and speech recognition.