What are the two best scenarios for pausing a flow interview?

Pausing a flow interview is most beneficial in scenarios where the interaction can be resumed later without losing crucial context. When a customer service call is interrupted, it presents a clear case for pausing the flow. In this situation, the agent may need to address an unexpected issue or wait for additional information, making it necessary to pause the flow and allow for a smooth continuation once the information or call resumes.

When a call is interrupted, pausing ensures that the current state of the flow is saved, allowing agents to pick up right where they left off as soon as they are able to continue the interaction with the customer. This is important because it maintains consistency in customer service and eliminates the need to repeat previously collected information.

Although the other scenarios may involve pauses, they typically entail either a complete resolution or a situation that is outside the immediate interaction with the customer. For instance, planning to call back or violations of security policies represent more definitive actions that would likely end the flow instead of pausing it. Pausing is therefore most relevant in dynamic customer service interactions where continuity is essential.