Creating a Contact Flow

The Contact Flow Engine is a tool in the LiveVox Portal (LVP) that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and a customer. A contact flow primarily consists of modules (such as languages or actions) and connectors (for linking the modules, setting the flow, or assign...

Assigning a Contact Flow to a Service

This topic describes the different ways in which you can associate a contact flow with a service.  In the LiveVox Portal (LVP), when you create a contact flow that uses the lookup module, the Lookup Source property allows you to select Services or Contacts as the source of the lookup key. If you select the Services option here, the lookup key focuse...

Assigning a Message to a Service

After you create and deploy a message, you must assign it to a service to ensure that the contact flow behaves as expected. This topic describes how to assign a message to inbound and outbound services using the  Services  editor. Note You can assign a message to more than one service. However, each service can only have one associated message. In t...

Changing the Verbiage of a Message

To change the verbiage (text) of a message, select the verbiage from the available phrases in the LiveVox phrase library or the phrase library that is specifically created for you, from the  Phrases   settings window of the LiveVox Portal.  If the desired verbiage is not available in either library, you can record a new message and upload the audio ...