Who should read this article: Administrators
A workflow decides what happens to a call or a message. There are three types:
- Inbound call workflow — routes incoming calls, for example through an IVR menu, to a queue, an agent, or voicemail.
- Digital workflow — routes incoming messages on WhatsApp, Telegram, Webchat, and other digital channels.
- Automation — sends an SMS or WhatsApp message after a call or conversation ends. Refer to Automations overview.
You manage all three in Automation > Workflow studio. This article covers Inbound call and Digital workflows.
The Workflows list
To see your workflows, go to Automation > Workflow studio. The Workflows tab lists every workflow in your contact center.
| Column | What it shows |
|---|---|
| Workflow name | The name of the workflow. Click it to open its settings. |
| Configuration | Configured when the workflow has at least one step connected to the start, or Not configured when it has none. |
| Type | Inbound call, Digital, or Automation. |
| Trigger / Assignment | The phone numbers or digital channels assigned to the workflow. Click one to open it. |
| Status | Active when the workflow is configured, Inactive when it is not. A workflow does not need its own number or channel to be Active. It can receive calls or messages through another workflow, for example as that workflow's Outside business hours workflow. |
| Controls | The on/off switch. Only Automations can be switched on and off. For Inbound call and Digital workflows, the switch is ON when the workflow is configured and OFF when it is not, and you cannot change it. Hover over it to see why: Always on for a configured workflow, or Not configured for one that has no steps yet. |
To find a workflow, type its name in Search, or select one or more types in the type filter.
Hover over a row to:
- Clone the workflow (copy icon).
- Launch Workflow builder to edit its steps (launch icon).
- Delete the workflow (trash icon).
Add a workflow
- On the Workflows tab, click Add workflow.
- Enter a Workflow name.
- Select Inbound call workflow or Digital workflow.
- For a Digital workflow, select the Channel type, for example WhatsApp.
- Click Next. The workflow is created and its settings page, Edit workflow, opens.
- Fill in the settings described below, then click Save.
- Click Launch Workflow builder and build the steps. Until you build the steps, the workflow cannot route calls or messages.
Workflow settings
General
| Setting | Description |
|---|---|
| Workflow name | The name of the workflow. Include anything that helps you recognise it, for example Regular business hours. |
| Type | Inbound call or Digital. It is set when you add the workflow and cannot be changed. |
| Channel type | Digital workflows only. Set when you add the workflow and cannot be changed. |
Business hours
Set the days and times when this workflow handles calls or messages.
- In Business hours, click Manage.
- Select the days and set the times.
- To add more than one time block on the same day, for example around a lunch break, click Add hours.
Business hours in a flow use the contact center’s time zone as specified in System Settings. This may differ from the time zone set for individual users in their profile. When configuring business hours, be sure to account for any difference between the contact center time zone and your agents’ time zones.
You can use the Conditions node in Flow Builder to test the start-time, dnis, or ani of a call and route it to different queues, agents, or other targets (such as voicemail) based on the time zone of the contact or agent.
Outside business hours
Choose another workflow to handle calls or messages outside the business hours. In Route to workflow, select that workflow. It uses the same numbers or channels as this one, so you do not assign any to it.
Make sure your business hours and the workflow you choose here cover the whole week, so that no calls or messages are missed.
Assigned numbers
Inbound call workflows only. Calls to these phone numbers go through this workflow.
- In Assigned numbers, click Manage.
- Select the numbers, then click Assign.
A number can belong to only one workflow. Numbers already used by another workflow cannot be selected. Hover over one to see which workflow it belongs to. To move it:
- Click the link to open the other workflow.
- In Assigned numbers, click Manage, clear the number, and click Assign.
- Click Save.
- Go back to your workflow, refresh the page, and assign the number.
Assigned digital channels
Digital workflows only. Messages on these digital channels go through this workflow. You can choose from the channels of the type you selected when you added the workflow.
- In Assigned digital channels, click Manage.
- Select the channels, then click Assign.
A channel can belong to only one workflow. To move a channel from another workflow, follow the same steps as for numbers, in Assigned digital channels.
Assigned supervisors
Supervisors assigned here can monitor this workflow's calls and messages in the Call Detail Records.
- In Assigned supervisors, click Manage.
- Select the supervisors, then click Assign.
Only users in the default Supervisor security access group appear in this list.
Build the steps
Click Launch Workflow builder on the workflow's settings page, or the launch icon in the Workflows list. You place steps on a canvas and connect them, for example to play a message, offer a menu, and route the call to a queue.
- Workflow builder overview — how the canvas works.
- Inbound call workflows — the steps available for calls.
- Digital workflows — the steps available for messages.
What changed
Workflows were previously called flows and were on the Inbound > Flows page. Voice flows are now Inbound call workflows, and digital flows are now Digital workflows. They work the same way as before. Refer to Understanding Workflow studio changes.