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Technical reference for understanding and configuring nodes within Evo Voice to enable custom call routing and logic.

By Richie

• 12 articles

Prompt Node Overview

The Prompt Node is designed to collect user input, either through keypad digits (voice calls) or text input (e.g., SMS or email). How It Works - Voice Calls: The Prompt Node plays a message or audio and waits for the user to enter digits on their keypad. The caller can interrupt the message to start dialing. - Chat-Based Flows (e.g., SMS): The message specified in "What to Say" is sent to the sender, and they can respond with text. If no input is received within the specified timeout period, the flow follows the No Input transition. Key Features 1. What to Say: Works like a Say Node but allows interruptions for voice calls. 2. Audio to Play: Optionally play an audio file instead of text-to-speech. 3. Input Handling: Collects user responses and stores them in the Entered Text parameter for use in the flow. 4. Timeout and Transitions: - For voice calls, specify the timeout duration. - Direct the flow to different transitions based on user input or lack thereof. Voice Call Properties - Num Digits: Number of digits to collect from the user. - Finish On Key: Specify a key (e.g., # or *) that ends the digit collection early. - Timeout Secs: The time (in seconds) to wait for input before moving to the No Input transition. Chat-Based Properties The "Num Digits," "Finish On Key," and "Timeout Secs" properties only apply to voice calls and are ignored in chat-based flows like SMS. Properties Overview | Field Name | Type | Description| |------------------|-----------------|---------------------------------------------------------------------------------| | What To Say | String | Message to be spoken (TTS) or sent in a chat flow. | | Audio To Play| Audio File | Optional audio file to play instead of TTS. | | Voice | String | Voice used for TTS. | | Language | String | Language used for TTS. | | Num Digits | Number | Number of digits to collect (voice calls only). | | Finish On Key| String | Key that ends digit collection (e.g., # or *, voice calls only). | | Timeout Secs | Number | Time to wait for input before timing out (voice calls only). | | Entered Text | String | Stores user input (digits or text) for later use in the flow. | | Transitions | List | Defines the flow path based on user input or lack of input. | | Done | Transition | Used when the user provides valid input. | | No Input | Transition | Used when no input is received within the timeout period.| By simplifying input handling and directing flows dynamically, the Prompt Node ensures seamless communication in both voice and text interactions.

Last updated on Jan 06, 2025

Day of Week Node

Description The Day of Week Node allows you to take specific actions based on the day of the week. Overview The Day of Week Node is typically used alongside a Time of Day Node to create day-and-time-based routing logic. For example, you might use it to route calls differently on weekends versus weekdays or to handle specific tasks on certain days. Properties | Field Name | Type | Description | |----------------|--------------|---------------------------------------------------------| | Time Zone | TimeZoneId | The time zone to base the day and time calculations on. | | Monday | Transition | Action to take if it’s Monday. | | Tuesday | Transition | Action to take if it’s Tuesday. | | Wednesday | Transition | Action to take if it’s Wednesday. | | Thursday | Transition | Action to take if it’s Thursday. | | Friday | Transition | Action to take if it’s Friday. | | Saturday | Transition | Action to take if it’s Saturday. | | Sunday | Transition | Action to take if it’s Sunday. | | Otherwise | Transition | Action to take if no other condition is met. | Example Use Case You can use the Day of Week Node to: - Route calls to customer support on weekdays and to an answering service on weekends. - Trigger specific workflows or messages based on the day, such as sending a reminder on Friday. Combine it with a Time of Day Node to create detailed scheduling logic, ensuring workflows adjust dynamically based on both the day and the time.

Last updated on Jan 07, 2025

Time of Day Node

Description Direct the flow based on the current time of day. About The Time of Day Node dynamically adjusts the flow execution based on the time of day within the specified time zone. You can define multiple time ranges for routing actions. If none of the time ranges match, the flow uses the Fallback transition to execute an alternative action. Properties | Field Name | Type | Description | |----------------|----------------|----------------------------------------------------------| | Time Zone | TimeZoneId | The time zone to be used for evaluating the time ranges.| | Time Ranges| List | A list of time ranges for directing specific actions. | | Fallback | Transition | The action to execute if no time range matches. | This node is useful for creating time-sensitive flows, such as routing calls or messages based on business hours or specific schedules.

Last updated on Jan 07, 2025

Get Cookie Node

Description: Retrieve the value of a specified cookie by its name. About: The Get Cookie Node allows you to fetch the value of a cookie associated with a unique identifier, such as: - Incoming calls: Based on the caller's phone number. - Emails: Based on the sender's email address. ⚠️ Note: WebChat currently does not support cookies. Properties: | Field Name | Type | Description | |-----------------|-----------|-----------------------------------------------------| | Cookie Name | String | The name of the cookie you want to retrieve. | | Target | String | The variable where the cookie value will be stored. | | Found | Transition | The action to take if the cookie is found. | | Not Found | Transition | The action to take if the cookie is not found. | This node enables conditional logic based on the presence or absence of a cookie value.

Last updated on Jan 07, 2025

Set Cookie Node

Description Assign or update a cookie with a specific name and value. About The Set Cookie Node allows you to create or modify a cookie using a unique identifier based on the originator. For example: - Incoming call cookies are tied to the caller's phone number. - Email cookies are linked to the sender's email address. This functionality ensures that cookies are uniquely associated with their respective originators, enabling effective session management or context preservation. Note: WebChat does not currently support cookies. Properties | Field Name | Type | Description | |-----------------|------------|-------------------------------------------------------------| | Cookie Name | String | The name of the cookie to be created or updated. | | Value | String | The value to assign to the specified cookie. | | Done | Transition | The next step in the flow after the cookie is set. |

Last updated on Jan 07, 2025

Delete Cookie Node

Description: The Delete Cookie Node removes a cookie with the specified name. About: The Delete Cookie Node is used to delete cookies that are uniquely associated with an originator. For example: - For an incoming call, the cookie is tied to the caller’s phone number. - For an email, the cookie is tied to the sender’s email address. Note: WebChat does not currently support cookies. Properties: | Field Name | Type | Description | |----------------|------------|---------------------------------------| | Cookie Name | String | The name of the cookie to delete. | | Done | Transition | The next action to take after deleting the cookie. |

Last updated on Jan 07, 2025

Channel Selector Node

Description: Choose different actions based on the type of communication channel. About: The Channel Selector node lets you handle various communication channels differently within a flow. It allows you to specify actions depending on whether the interaction is via voice, chat, fax, or HTTP. Properties: | Field Name | Type | Description | |-------------|-----------|-------------| | Voice | Transition | Transition to this action if the channel is a voice call. | | Chat | Transition | Transition to this action if the channel is a chat. | | Fax | Transition | Transition to this action if the channel is a fax. | | Http | Transition | Transition to this action if the channel is an HTTP request. |

Last updated on Jan 07, 2025

Say Node

Description Say something to the caller or SMS sender. About The Say node allows you to either speak to the caller during a voice call or send a text message (such as SMS or email) back to the sender. For voice calls, you can customize the voice and language used for the speech, but these properties do not apply to chat-based flows (e.g., SMS, email). Properties | Field Name | Type | Description | |--------------|------------|-----------------------------------------------------------------------------| | What To Say | String | The message or text that will be spoken to the caller or sent to the sender. | | Voice | String | The voice to use for speaking (only for voice calls). | | Language | String | The language to use for speaking (only for voice calls). | | Done | Transition | The transition to follow once the message is delivered. | | Attachment | File | Optionally, attach a file to the message (e.g., for SMS or email). | This node is used to communicate with the caller or sender by either speaking or sending a text message based on the type of flow.

Last updated on Jan 07, 2025

Dial Node

Description Used to dial users and external phone numbers. About The Dial node is a common node used to dial Users and/or external phone numbers. When dialing out (e.g., using the Numbers to Dial property), make sure to specify a Caller ID to determine which phone number will be used for the call. You can use the Record Call setting to record the call, and later use the Recording Ready asynchronous transition to handle the recording. If no one answers the call, use the Timeout property with the No Answer transition to continue the call flow. Important Notes: - You can mix external numbers with Users, but do NOT mix SIP users with Soft Phone users in the Dial node. - Caller ID must be set to ensure proper routing, and Any Caller ID should only be used if Twilio enables this feature. Properties | Field Name | Type | Description | |-------------------------------------|-----------------|-------------------------------------------------------------------------------------------------------------------------------------------------| | Users To Dial | List | Users to dial. | | Numbers To Dial | List | External phone numbers to dial. | | Teams To Dial | List | Teams to dial. | | Caller Id | PhoneNumber | Phone number to use as caller ID. | | Any Caller Id | String | ADVANCED: Specify the caller ID to be used (requires Twilio-enabled feature). | | Send Caller Name To Sip Phones | Boolean | Send caller name (when available) to SIP phones. | | Application Data | List | Custom application data. | | Timeout In Seconds | Number | Timeout duration in seconds before continuing to the No Answer transition. | | Time Limit In Seconds | Number | Max duration the call can last (in seconds). Set to 0 for default. | | Country Code | String | Country code for the number being dialed. | | Respect Agent States | Boolean | If set to Yes, Evo Voice will not dial any endpoint whose agent state is not set to "Ready" in the console. | | Answer On Bridge | Boolean | Will cause the inbound call to ring until the dialed number answers. | | Ringback Tone | String | Override the ringback tone played to the caller (e.g., at, au, bg, br, etc.). | | No Answer | Transition | Transition to follow if no one answers the call. | | Answer | Transition | Transition to follow if the call is answered. | | Failed | Transition | Transition to follow if the call fails. | | Busy | Transition | Transition to follow if the call reaches a busy signal. | | Record Call | Boolean | Enable/disable call recording. | | End Recording After Hangup | Boolean | Ends the recording after the call is hung up. | | Recording Ready | Transition | Transition to follow when the recording is ready for processing. | | Recorded File | AudioFile | The recorded audio file. | | Recorded File Url | String | URL of the recorded audio file. | | Recording Sid | String | Unique identifier for the recording session. | | Dial Mode | String | Mode in which the dial call will operate (e.g., normal, callback). | | Callback Number | String | Override the callback number for SIP to User communication. | | Conference Mode Ringback Tone | AudioFile | Audio file to play as a ringback tone in conference mode. | | Sip Refer | Transition | Transition to follow after a SIP refer. | | Byoc | String | SID of the BYOC (Bring Your Own Carrier) trunk to use. | This revision should help make the Dial Node’s function, configuration, and usage clearer.

Last updated on Jan 07, 2025

Chat Node

Description Join a chat room and invite other users to join. About The Chat Node allows you to create a chat room and invite users to join. This is typically used when you want to add an SMS sender to a chat with operators. When a chat sender is added to a room, all future messages will be sent directly to the chat room, rather than being routed through the flow. Properties | Field Name | Type | Description | |-------------------------------|-------------|-----------------------------------------------------------------------------| | Room Name | String | The name of the room. Leave blank to use a unique room ID. | | Start Video Automatically | Boolean | Whether to start video automatically (for supported devices). | | Users To Invite | List | List of users to invite into this chat room. | Sms Numbers To Invite | List | List of SMS phone numbers to invite into this chat room. | Let me know if you'd like any further revisions!

Last updated on Jan 07, 2025

Queue Node

Description The Queue Node places the current call into a queue, where it will be answered in the order it was received. About The Queue Node allows you to manage call queues effectively. It creates a named queue, which must be unique across the system. Key points to note: - Agents in multiple queues will receive calls in the order they arrive, regardless of the queue. - You must specify wait music for queued callers, even if it's a simple ringback sound file. Properties | Field Name | Type | Description | |----------------------------|--------------|-------------------------------------------------------------------------------------------------------------| | Queue Name | String | The unique name of the queue. | | Members | List | A list of individual agents assigned to the queue. | | Teams | List | Teams assigned to the queue. | | Application Data | List | Additional application data associated with the queue. | | Wait Music | List | The audio files that will loop while the caller is waiting in the queue. This is required. | | Queue Timeout | Number | Time in seconds before the call exits the queue and follows the Timeout transition. | | Agent Timeout | Number | Time in seconds to ring an agent before the call follows the No Answer transition. | | Extra Info | String | Additional information displayed in the dashboard for this queue. | | Timeout | Transition | The flow transition when the queue timeout is reached. | | No Answer | Transition | The flow transition if an agent does not answer the call. | | Agent Busy | Transition | The flow transition when all agents are busy. | | Agent Failed | Transition | The flow transition when an agent's call handling fails. | | No Agents Logged In | Transition | The flow transition when no agents are logged into the queue. | | Wrap After Call | Boolean | Indicates whether the agent will have wrap-up time after handling a call. | | Record Call | Boolean | Enables call recording for this queue. | | End Recording After Hangup | Boolean | Ends the call recording automatically after the call is terminated. | | Recording Ready | Transition | The flow transition triggered when the call recording is ready. | | Recorded File | AudioFile | The recorded audio file of the call. | | Recorded File URL | String | The URL of the recorded call file. | Usage Example 1. Assign agents or teams to the queue via the Members or Teams field. 2. Specify Wait Music to play for callers while they are in the queue. 3. Configure Queue Timeout and Agent Timeout to define fallback behaviors. 4. Connect transitions like No Answer or Timeout to handle calls that aren’t answered in time. This node ensures calls are handled efficiently and allows you to customize caller experiences with wait music and fallback transitions.

Last updated on Jan 08, 2025

Setting Up a Live Answer Node in Evo Voice

Introduction The Live Answer Node allows Evo Voice to integrate with AI-powered call handling systems. This setup ensures incoming calls are processed efficiently and can be routed based on predefined parameters. This guide will walk you through configuring the Live Answer Node in your call flow and highlight key settings to ensure proper functionality. Step 1: Create a Flow 1. Go to the Flow section in Evo Voice. 2. Click Create New Flow. 3. Add the Live Answer Node to your flow. Step 2: Configure the Live Answer Node Click on the Live Answer Node and set the following properties: | Property | Value / Description | | ----------- | ------------- | | Dialed Number (String) | Session Parameter: DialedNumber (Retrieves the dialed number dynamically) | | Live Answer Endpoint (String) | https://api.liveanswer.ai (Fixed URL for AI call handling) | | Live Answer Account ID (String) | Flow Parameter: LiveAnswerAccountId | | Live Answer User Name (String) | (LiveAnswer username) | | Live Answer Password (String) | (LiveAnswer password) | | Provider (String) | Hosted Suite or Evo Voice Assistant | | Hosted Suite Endpoint (String) | https://v3.hostedsuite.com/api (Fixed URL for Hosted Suite API) || | Hosted Suite Customer (String) | Flow Parameter: HostedSuiteCustomer | | Hosted Suite User Name (String) | (Evo username) | | Hosted Suite Password (String) | (Evo password) | | Record Calls (Boolean) | Yes | | Play Recording Notice (Boolean) | No | | Caller ID (Phone Number) | (The caller ID the client is using) | Important Notes - Dialed Number: Uses the DialedNumber session parameter to dynamically capture and process the dialed number. - Live Answer Endpoint: Must be set to https://api.liveanswer.ai exactly, as this enables AI call handling. - Live Answer Credentials: These are provided in your LiveAnswer account. If you don’t have one, contact Evo Voice Support. - Provider Selection: - Hosted Suite – Use this if the client has an existing Hosted Suite account. The AI will scan Hosted Suite data for better call handling. See setup guide. - Evo Voice Assistant – Use this if Hosted Suite is not available. It follows similar rules but does not rely on Hosted Suite data. See setup guide. - Hosted Suite Endpoint: Must be set to https://v3.hostedsuite.com/api for proper API functionality. Summary Setting up a Live Answer Node in Evo Voice ensures seamless AI-assisted call routing. By correctly configuring the flow parameters and endpoints, you can optimize call management and enhance customer interactions. 🔗 Next Steps: How to Set Up an AI Assistant in Evo Voice--

Last updated on Feb 25, 2025