Workflow builder

Who should read this article: All users

This article contains a list of commonly encountered issues and how to solve them, with links to articles where the information is documented.

Troubleshooting – Workflows

Symptoms:

• Inbound calls are not routed to agents or queues
• Inbound digital interactions are not routed to agents or queues

Possible causes:

• You have not built the steps of the workflow in Workflow builder
• You have not assigned your phone number to the Inbound call workflow
• You have not assigned one or more digital channels to the Digital workflow

Solution:

You must build the steps of a workflow in Workflow builder before it can accept and route interactions. In Automation > Workflow studio, the Configuration column shows Not configured for a workflow that has no steps yet. Refer to the articles in the Building a workflow folder to learn how to use Workflow builder.