Introduction
The Operations module is where you define and maintain the reference data your contact center and IVR flows depend on — entities, schedules, prompts, lookup tables, and more.
What's in the Operations Module?
| Section | Purpose |
|---|---|
| Entities | Logical representations of your organization (branches, sites, stores). Each entity holds prompts and custom field values. |
| Groups | Collections of entities that can be managed and referenced together. |
| Holidays | Holiday lists used by schedules to override normal operating hours. |
| Lookup Tables | Queryable reference tables your IVR flows use to drive routing decisions at runtime. |
| Prompts | Audio and text-to-speech recordings attached to entities, with per-locale variants. |
Where to Start
If you are setting up Operations for the first time:
- Create your Entities to model your organization's structure.
- Define Holidays and attach them to schedules.
- Add Prompts to each entity for the messages callers will hear.
- Build Lookup Tables to externalize business data from your flow logic.
Custom field definitions are managed by an administrator under Admin > Settings > Custom Fields. Once defined, their values are set per entity from the Custom Fields tab on each entity's detail page.