Learn the basics of how the Flip integration works.
Who maintains the Integration
The Flip integration is built and maintained by Flip.
Basic scope
Customer calls are routed directly to the Flip Assistant and handled by Flip automation. If Flip cannot resolve the issue, the Customer’s call details are created as a Task and routed to Agents for a follow-up.
The Flip integration is one way, meaning Flip posts data to Gladly. Gladly does not send data to Flip.
How the integration works
Customer calls are routed directly to the Flip Assistant. If the call is successfully automated, Flip will create a new Conversation at the end. The Conversation will include the caller's phone number and the reason for the call (intent). The Conversation will also be associated with the caller's number.
If the call is not automated and no Agent is available, Flip will create a Task in the Inbox of choice (based on the Inbox URL). The Task will include the caller's number, the reason (intent), and whether they left a voicemail. The Task will be associated with the caller’s phone number. If there is no voicemail, the Task will be closed.
What 'automated' means
Automation varies by the call reason. For instance, if the caller is wondering where their order is, Flip would update them on whether it's shipped, when it's expected to arrive, etc. If they're calling about a warranty claim, Flip might provide information about how to submit it, etc. A call is not automated when it's either a reason that needs to be handled by an Agent or the caller asked to speak to an Agent.