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Failover is an advanced feature available only for inbound agents. It is not enabled by default. Contact your Customer Success Manager to enable it.
Failover workflows are particularly useful for managing errors in a custom way and ensuring service continuity:
  • Transfer the call to an advisor in case of infrastructure unavailability
  • Play an unavailability message adapted to the context
  • Intelligently route calls according to customer profile despite the error
The failover workflow consists of two mandatory main steps:
  1. Failover trigger - Initializes the workflow with the available pre-call context
  2. Failover action return - Defines the action to execute (call transfer or voice message)

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Configuring the failover trigger

The failover trigger is the starting point of your workflow. It gives you access to the pre-call context to determine the best fallback strategy.
1

Create a data sample

To effectively test your workflow, you must generate a representative data sample:
  1. In the configuration interface, locate the Generate a data sample section
  2. Click the Load a data sample button
2

Configure the test data

Once the sample is loaded, you can customize the data according to your needs:
  1. Copy and paste the data into the Test input data area
  2. Modify the values to simulate different contexts
  3. Click Test to validate the configuration
The failover workflow receives the pre-call context that was available before the error, as well as system variables (caller number, agent concerned, etc.). It does not receive information about the reason that triggered the failover.
Ensure that the JSON format is valid before testing your configuration. An incorrect format will cause errors during workflow execution.

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Configuring the return

The last step of the workflow allows you to define the failover action that will be executed to manage the error.
The failover workflow can work in two ways:
  1. Without action return: The workflow only performs actions (API calls, notifications, etc.) and the call will be hung up at the end of the webhook execution
  2. With action return: The workflow ends with a Return Context containing a failover action (voice message or call transfer)
The failover action return allows you to:
  • Define the fallback behavior adapted to the context
  • Intelligently transfer the call to the right resources
  • Customize error messages according to customer profile
  • Guarantee a consistent user experience despite the technical error
In the Return Context step interface, you can define the response structure in JSON format using the data selector to access variables from previous steps.

Configure failover actions

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Return structure

In the Return Context step interface, you must return a failover action in JSON format. Two types of actions are available:

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Option 1: Call transfer

Transfers the call to a phone number or SIP destination. Transfer to a phone number: 
{
  "type": "FAILOVER_TRANSFER_CALL",
  "config": {
    "phone": "+33199001234",
    "ringTimeout": 30
  }
}
Transfer via SIP connection: 
{
  "type": "FAILOVER_TRANSFER_CALL",
  "config": {
    "phone": "sip-destination-id",
    "sipOutboundConnectionId": "connection-id",
    "headers": {
      "X-Customer-Tier": "premium"
    },
    "standardSipHeaders": {
      "User-To-User": "custom value"
    },
    "ringTimeout": 30
  }
}
Parameters:
  • type: Must be "FAILOVER_TRANSFER_CALL"
  • config.phone:
    • Without SIP connection: Phone number in international format (e.g.: +33199001234)
    • With SIP connection: SIP destination identifier
  • config.ringTimeout: Maximum ring duration in seconds before interrupting the transfer and resuming the call with the agent (default: 30)
  • config.sipOutboundConnectionId (optional): Identifier of the outbound SIP connection to use
  • config.headers (optional): Custom SIP headers (key-value format). Only usable if sipOutboundConnectionId is specified
  • config.standardSipHeaders (optional): Standard User-To-User SIP header to customize. Only usable if sipOutboundConnectionId is specified. Format: {"User-To-User": "value"}

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Option 2: Voice message

Plays a voice message then ends the call. 
{
  "type": "FAILOVER_SAY",
  "config": {
    "sentence": "Our services are temporarily unavailable. Please call back later.",
    "language": "en-US"
  }
}
Parameters:
  • type: Must be "FAILOVER_SAY"
  • config.sentence: The text to speak to the caller
  • config.language: The language of the message (ISO format: fr-FR, en-US, etc.)
The call will be automatically terminated after the message is played. Make sure your message is clear and complete.