Which of the following best describes a contact flow?

A contact flow is best described as a sequence of steps for managing customer interactions. This encompasses the entire process that takes place when a customer reaches out to a service center, including how calls are routed, how interactions are handled, and how information is gathered throughout the conversation. It is designed to provide a structured approach to ensure that customer service representatives can deliver consistent and effective support.

This choice highlights the modular design of contact flows, where specific steps are delineated to achieve successful resolution of customer queries. This structure allows for various scenarios and needs, ensuring that both the customer and the agent follow a clear pathway during their interaction.

Notably, although some of the other options touch on elements of customer service or agent guidance, they do not encompass the comprehensive nature of a contact flow. For instance, a script for handling incoming calls only would be too narrow in scope to capture the full spectrum of customer interactions. Guidelines for agent interactions could refer to best practices but do not define the step-by-step process of a contact flow. A record of customer service inquiries serves an entirely different purpose, focusing on documentation rather than the live interaction management aspect central to contact flows.