Flows

Who should read this article: Administrators

Using Flow Builder, you can design, configure, and manage complex interaction flows tailored to your business processes.

Introduction

Use Flow Builder to create advanced interaction flows with day, time, and channel-based rules configured in Flows.

Flows

To create, view, and manage interaction flows, navigate to Inbound > Flows from the Voiso navigation bar. The Flows page displays a searchable table listing all created flows along with their associated channels.

The Flows table contains the following columns:

Flow Management Options

• Search: Type a flow’s name in the Search field to find it quickly.
• Add a Flow: Refer to Adding a new flow for instructions.
• Edit a Flow: Click the flow name to open the Edit flow page.
• Duplicate a Flow: Hover over the flow and click the Clone (copy icon) button.
• Launch Flow Builder: Hover over the flow and click Launch Flow Builder (launch icon).
• Delete a Flow: Hover over the flow and click Delete (trash icon).

Adding a new flow

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

1. In the Flow name field, enter a unique name for the flow.
2. From the Type menu, select Voice or Digital.
3. For digital flows, select the digital channel from the Channel type menu.
   
4. Click Continue to open the Edit flow page, which includes the following sections:
   • General
   • Builder
   • Business hours
   • Outside business hours
   • Assigned numbers (Voice flows only)
   • Assigned digital channels (Digital flows only)
   • Assigned supervisors
5. Configure the sections as needed, then click Save to create the flow.

General

The General section includes the following parameters:

Flow builder

After configuring the General section, the Launch builder button becomes active. Click Launch builder to open the Flow Builder, a visual editor for creating interaction routing strategies.

Business Hours

Define operating hours for the flow based on your contact center’s configured time zone in Call Center Settings.

1. Click Manage in the Business hours section.
2. Select the days and adjust the time fields to specify business hours.
3. Click Add hours to define multiple time blocks for the same day if needed (e.g., for lunch breaks or shift changes).

Outside business hours

Assign an existing flow for times outside of specified Business hours. The assigned flow will inherit the primary flow's channel.

Assigned numbers

The Assigned numbers section lists phone numbers associated with the flow. Incoming calls to these numbers trigger the flow’s routing logic.

1. Click Manage to open the Number assignment panel.
2. Select or deselect numbers, then click Assign.

Unassigning a number from another flow

Numbers already assigned to another flow are unavailable for selection. When you hover over one of these numbers, a link to the flow it belongs to is displayed.

To unassign a channel from its current flow:

1. Click the link to open the Edit flow page for the existing flow.
2. In the Assigned numbers section, click Manage.
3. In the Numbers assignment panel, deselect the number, then click Assign.
4. On the Edit flow page, click Save.

You can now return to your new flow, refresh the browser, select the unassigned number, and click Assign. The assigned numbers will appear in the Add flow or Edit flow page.

Watch this video to see how to reassign a number to a different flow:

Assigned digital channels

For digital interaction flows, the Assigned digital channels section displays all digital channels in your contact center that match the type selected for the flow. A message of the specified type on any assigned channel will trigger the flow.

1. Click Manage to open the Digital channels assignment panel.
2. Select or deselect channels as needed, then click Assign.

Unassigning a digital channel from another flow

Channels already assigned to another flow are unavailable for selection. When you hover over one of these channels, a link to the flow it belongs to is displayed.

To unassign a channel from its current flow:

1. Click the link to open the Edit flow page for the existing flow.
2. In the Assigned digital channels section, click Manage.
3. In the Digital channels assignment panel, deselect the channel, then click Assign.
4. On the Edit flow page, click Save.

You can now return to your new flow, refresh the browser, select the unassigned channel, and click Assign. The assigned channels will appear in the Add flow or Edit flow page.

Watch this video to see how to reassign a channel to a different flow:

Assigned supervisors

Assign supervisors to monitor the flow using the CDR (Call Detail Records) page.

1. Click Manage to open the Supervisor assignment panel.
2. Select one or more supervisors, then click Assign.