> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Deflection Flow Node

Use this node to transfer a conversation from a voice call to a chat channel, where the customer can interact via automated or live chat.

!!! Note

This feature is only available when using a Twilio account. It's not supported for SIP trunk setups.

## Configure the Node

1. **Custom Name**: Enter a name to identify the node.

2. **Deflection Setting**: Define the deflection flow. Select one of the following trigger options:

   * **Trigger using user selection**: Let the customer choose between:
     * **Chat Automation** — routes to an automated chat agent.
     * **Live Chat Agent** — connects to a human agent.
   * **Trigger using Automation Context**

     <img src="https://mintcdn.com/koreai-content-gov/WK9JebZP5jfGVofV/ai-for-service/flows/node-types/images/deflection-flow.png?fit=max&auto=format&n=WK9JebZP5jfGVofV&q=85&s=49a142e5684dacafcf392147cfe0d005" alt="Deflection Flow" width="384" height="268" data-path="ai-for-service/flows/node-types/images/deflection-flow.png" />

3. **Your Message to User**: In the General Settings (Chat Automation and Live Chat Agent) and Error Handling sections, select a message type under **Choose your message type**:

   * **Text to Speech**: Type or select a message to convert to speech. Click **+ Create New** to add a prompt and select the language, or **+ Add Another** to define multiple messages (one is randomly selected at runtime).

     <img src="https://mintcdn.com/koreai-content-gov/WK9JebZP5jfGVofV/ai-for-service/flows/node-types/images/deflection-flow-text-to-speech.png?fit=max&auto=format&n=WK9JebZP5jfGVofV&q=85&s=f5718f9c16b6a3a451b2d9af39831ac0" alt="Text to Speech" width="344" height="245" data-path="ai-for-service/flows/node-types/images/deflection-flow-text-to-speech.png" />

   * **Audio File**: Type a message or click **+ Upload New** to upload an .mp3 or .wav file.

     <img src="https://mintcdn.com/koreai-content-gov/WK9JebZP5jfGVofV/ai-for-service/flows/node-types/images/deflection-flow-audio-file.png?fit=max&auto=format&n=WK9JebZP5jfGVofV&q=85&s=d61217e623c91d87769ba7e97d92fb4d" alt="Audio File" width="335" height="247" data-path="ai-for-service/flows/node-types/images/deflection-flow-audio-file.png" />

   * **Link**: Click **+ Create New** to add message text and an audio file URL (.mp3 or .wav). Click **+ Add Another** for additional URLs.

     <img src="https://mintcdn.com/koreai-content-gov/WK9JebZP5jfGVofV/ai-for-service/flows/node-types/images/deflection-flow-link.png?fit=max&auto=format&n=WK9JebZP5jfGVofV&q=85&s=dfc23e9ba309ee92babeeaa19c41fdf4" alt="Link" width="330" height="275" data-path="ai-for-service/flows/node-types/images/deflection-flow-link.png" />

4. **Go to Node**: Select the node to trigger after call deflection occurs. For example, **Automation**.

   <img src="https://mintcdn.com/koreai-content-gov/WK9JebZP5jfGVofV/ai-for-service/flows/node-types/images/deflection-flow-go-to-node.png?fit=max&auto=format&n=WK9JebZP5jfGVofV&q=85&s=1cd8d7d2c0cbf609b982582a5e9934d2" alt="Go to Node" width="327" height="75" data-path="ai-for-service/flows/node-types/images/deflection-flow-go-to-node.png" />