Flows

Who should read this article: Administrators

Using the Flow Builder, you can design, configure, and manage sophisticated interaction flows based on business processes.

Introduction

Use Flow Builder to create advanced interaction flows based on the day, time, and channel rules specified in Flows.

Flows

To create, view, and manage your interaction flows, in the Voiso navigation bar, select Inbound > Flows. The Flows page contains a searchable table of the flows that you have created. It displays the name of the flow and associated channels.

The Flows table contains the following columns:

• To find a flow, start typing its name in the Search field.
• To add a flow, refer to Adding a new flow.
• To edit a flow, click a flow name to open the Edit flow page.
• To duplicate a flow, hover your mouse pointer over the flow you want to duplicate, then click the Clone (copy icon) button.
• To launch the Flow Builder and create or edit the flow, hover your mouse pointer over the flow you want to modify, then click the Launch Flow Builder (launch icon) button.
• To delete a flow, hover your mouse pointer over the flow you want to delete, then click Delete (trash icon) on the far right side.

Adding a new flow

To add a new flow, click Add flow to open the Add flow panel.

In the Flow name field, enter a unique name for the flow.

Select a flow type, Voice or Digital, from the Type menu.

Click Continue to open the Edit flow page which is divided into the following sections:

• General
• Builder
• Business hours
• Outside business hours
• Assigned numbers for Voice flows
• Assigned digital channels for Digital flows
• Assigned supervisors

Configure each section, then click Save to add the new flow to the table in the Flow page.

General

The General section includes the following parameters:

Flow builder

After you have added the parameters in the General section and saving the flow, the Launch builder button becomes active. To launch the Flow Builder application click Launch builder.

The Flow Builder application is a visual editor tool that enables you to create complex routing strategies for inbound interactions.

Business Hours

The Business hours section enables you to specify the day and time rules for the flow. Business hours are based on the time zone that is configured for your business in the Call Center Settings page. If you are creating a flow for business hours in a different time zone, remember to calculate the offset of hours from your contact center time zone.

To set business hours click Manage to display the Business hours panel.

Select the days that the flow applies to, then edit the time hours fields to set the business hours for each applicable day.

To specify more than one range of business hours for a day, click Add hours then edit the time hours fields.

Outside business hours

To specify an existing flow to be used for the times not specified in the Business hours section, select the name of the flow from the Flow menu.

Assigned numbers

The Assigned numbers section lists all the inbound numbers that apply to the flow. When a contact calls one of these numbers, the flow is activated and the call is routed according to the business hours, outside business hours, and the flow.

To add or remove phone numbers from the flow, click Manage to display the Number assignment panel.

Select one or more numbers then click Assign.

Assigned digital channels

The Assigned digital channels section lists all the inbound Digital channels that apply to the flow. When a contact messages one of these channels, the flow is activated and the interaction is routed according to the business hours, outside business hours, and the flow.

To add or Digital channels from the flow, click Manage to display the Digital channels assignment panel.

Select one or more channels then click Assign.

Assigned supervisors

To specify one or more supervisors for the flow, click Manage to open the Supervisor assignment panel and select one or more Supervisors. Supervisors assigned to the flow can find interactions that passed through the flow by using the CDR page.