> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-ai-for-work-dev.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-ai-for-work-dev/y_m1Gv0LCU2NDHec/ai-for-service/flows/node-types/images/deflection-flow.png?fit=max&auto=format&n=y_m1Gv0LCU2NDHec&q=85&s=16b175718363c4fa860b396b87554719" 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-ai-for-work-dev/y_m1Gv0LCU2NDHec/ai-for-service/flows/node-types/images/deflection-flow-text-to-speech.png?fit=max&auto=format&n=y_m1Gv0LCU2NDHec&q=85&s=40c9a487cae11da91dd20d5d5bff023b" 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-ai-for-work-dev/y_m1Gv0LCU2NDHec/ai-for-service/flows/node-types/images/deflection-flow-audio-file.png?fit=max&auto=format&n=y_m1Gv0LCU2NDHec&q=85&s=4578b5a457e9ac316ac3bf0d7f57f6b8" 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-ai-for-work-dev/y_m1Gv0LCU2NDHec/ai-for-service/flows/node-types/images/deflection-flow-link.png?fit=max&auto=format&n=y_m1Gv0LCU2NDHec&q=85&s=372f3cfd1fa0b6f5e4b4cc0925817080" 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-ai-for-work-dev/y_m1Gv0LCU2NDHec/ai-for-service/flows/node-types/images/deflection-flow-go-to-node.png?fit=max&auto=format&n=y_m1Gv0LCU2NDHec&q=85&s=3e748e404299fcf3099cf32f4141a1d2" alt="Go to Node" width="327" height="75" data-path="ai-for-service/flows/node-types/images/deflection-flow-go-to-node.png" />