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Voice Assistant
Switch channel
The Switch channel node is used to integrate Digital Flows into Voice Flows using multimodal SMS links.
It is beneficial when the Voice Assistant encounters complex troubleshooting or needs to collect data that is difficult to gather over the phone.
Instead of keeping the user on the phone, it allows the assistant to hand off a customer to a prepped Digital Assistant session. This node automates link generation and SMS delivery, making manual JavaScript and touch-point steps unnecessary.
It can also set form data in the destination digital flow and preserves all form data from the Voice Flow after the channel switch.
Right click inside the voice flow.
Select Advanced > Switch channel
Name the Switch channel node. This will not be shown to the user.
Set the target flow to the flow where the destination node exists.
Add form data assignments (key and value).
Open the target flow and add a "Read data" node at the start of the flow.
Add the data key and value as one option in the Read data node.
Create a jump to the destination node.
Make sure to connect "Fallback" to the original path.
Link the Switch channel node in the voice flow to an instruction node that calls a tool, you can learn more about this by selecting "How-to set up a tool call".