Contents x
- Voiso overview
- Getting started
- The Voiso user experience
- Use cases and features
- Administrator Guide
- Administration
- Integrations
- Users
- Outbound
- Inbound
- Reporting
- Messaging
- Omnichannel Workspace
- Speech Analytics
- Agent Guide
- Supervisor Guide
- Updates
- Release Notes
- 2025
- 2024
- December 16 - 20, 2024
- December 2 - 6, 2024
- November 25 - 29, 2024
- November 4 - 8, 2024
- October 21 - 25, 2024
- October 7 - 11, 2024
- September 23 - 27, 2024
- September 9 - 13, 2024
- August 26 - 30, 2024
- August 12 - 16, 2024
- August 5 - 9, 2024
- July 15-19, 2024
- June 24 - 28, 2024
- June 3-7, 2024
- May 20-24, 2024
- April 29 - May 3, 2024
- April 15-19, 2024
- April 1-5, 2024
- March 18-22, 2024
- March 4-8, 2024
- ChangeLog
- Release Notes
- Glossary
Digital flows
Article summary
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Who should read this article: Administrators, Supervisors
Create inbound digital interaction flows using an intuitive visual interaction flow editor that lets you place and configure interaction flow nodes and link them together according to your business processes.
Introduction
The Flow Builder for Digital interactions enables you to create complex interaction flows and chatbots, incorporating messaging, response analysis, routing to agents and queues, conditional routing, and backend data retrieval.
Refer to the following articles for suggestion on getting started using the Flow Builder for inbound digital interaction flows:
- Build your own chatbot (coming soon!)
- Business hour rules
Nodes
The following nodes are available in the digital interaction Flow Builder:
Icon | Node | Description |
---|---|---|
![]() | Start | The first node of every flow. When an interaction reaches the flow according to the business rules, such as day and time, the flow starts here. A flow may have only one Start node. |
![]() | Message | Send an automated chat, WhatsApp, or Telegram message to the contact. This node leverages variables to personalize messages. |
![]() | HTTP Request | Seamlessly integrate interaction flows with web services, such as CRMs, help desks, e-commerce software, websites, and other data sources. |
![]() | Conditions | Routes interactions based on defined rules or criteria, enabling logic-driven decisions that determine how a contact’s request is handled. |
![]() | Route | Direct the interaction to a Queue or Agent. |
![]() | End | The last node of the flow if an interaction was not routed to any other node. Archives the interaction. A flow may contain multiple End nodes. |
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.
A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.
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