Create Flows

A flow is a step-by-step process that helps you define the end-to-end customer experience for each communication channel.

You can create experience flows using the Flow Designer.

Flow Types

There are two types of Flows:

1. Start Flows: Most flows are classified as start flows, applicable to both voice and chat channels.
2. Exit Flows: Used when a call disconnects, applicable to both voice and chat channels.

The Start Flows

Start flows represent the most complex flow type, providing access to all node types. This flow type allows you to create experiences for inbound calls and chats.

Note

All fields of the default Start Flows can be edited except Channels. Learn more.

The Exit Flows

This flow type runs when a call gets disconnected and is useful in gathering customer data during post-call analytics, clean-up, or updates in other systems after a call ends. Conversational context can be passed from the main experience flow into the Exit Flows.

Create a Start Flow

Steps to create a Start Flow:

1. In the left navigation, go to Flows & Channels > FLOWS.

2. Click + New Start Flow.
   

3. In the New Start Flow window, provide inputs for the following fields:

   1. Start Flow Name: This name will help identify the flow.
   2. Description: Input text to describe what the experience flow does or its purpose.
   3. Attach a Channel: Select one of the following channels to integrate with this flow:

Voice

1. Selecting this option displays the list of phone numbers available within your account. Select a number to map to the start flow.

2. If you have not added any number to your account, click Purchase a phone number.
   

   • The Phone Number window is displayed as shown below. You can configure a custom local or toll-free number by clicking Get New Phone Number:
     

   • Select the Country.

   • Select either the Local or Toll-Free Number option.
   • Select the State.
   • Enter the Area Code.
   • Once the above fields are configured, the monthly fee and the operational charge per minute are displayed.
     

3. Configure an available number with the following steps:

   • Click the Get Number button.

   • Review the number on the Forward to Phone Number page, select whether the number will be used for Inbound, Outbound Calls, or both, and click Done. A success confirmation message is displayed, and the phone number is added.

   • You can now use this number for your Start Flow.

4. Select an ASR Speech Recognition Engine. You can choose from the following:

   • Google Cloud Speech-to-Text,
   • Microsoft Azure Speech Services,
   • Nuance,
   • AmiVoice,
   • NVIDIA Riva,
   • Deepgram, or
   • Gnani Speech-to-Text.

5. Select an English Dialect. This option is not available for AmiVoice.

6. Select a TTS Speech Recognition. You can choose from the following:

   • Microsoft Azure Speech Services,
   • Google Cloud Text-to-Speech,
   • AWS Amazon Polly,
   • Nuance,
   • ElevenLabs,
   • Whisper, or
   • NVIDIA RIVA Text-to-Speech
     

7. Select a Language for text-to-speech, then select a Voice.

8. Add text to the Voice Preview field. Click Sample Text, then click Play to hear a preview of the voice to be implemented into your flow.

9. Select a Call Disconnect Flow (Optional): When the call disconnect event is triggered, the published version of the selected flow will be executed. You can either select the default Call Disconnect Flow or one that you have created yourself.

10. Select a No Agents Available Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered, but no agents are available, or the conversation exceeds the maximum waiting time in the queue. You can either select the default No Agents Available Flow or one that you have created yourself.

11. Select an Out-of-Hours Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered outside the queue's working hours. You can either select the default Out-of-Hours Flow or one that you have created yourself.

    Note

    Only flows that have been published will be available for selection in the dropdowns.

Chat

Selecting chat will display all the chat channels configured in the channels section. The displayed values include:

1. All: Selecting it selects the Web/Mobile Client and any other services available within your account for the chat flow.

2. Web/Mobile Client: The web client is the front-end component of any conversational AI system or application that communicates with a server and is accessed by the end-user on a desktop or mobile device.
   

3. Under Advanced Settings, you can enable Prompt Overrides at Input Nodes. When this feature is enabled, unprocessed user inputs will be passed to the first input node encountered in the flow without returning the actual prompt stored against the input node. This is useful for scenarios where a conversation ends and is then restarted by the user. For example, the user will not see the first “Welcome Message” again, as they would when starting a new conversation. Instead, they will receive a relevant reply to the utterance.

4. Select a No Agents Available Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered, but no agents are available, or the conversation exceeds the maximum waiting time in the queue.

5. Select an Out-of-Hours Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered outside the queue's working hours.

   Note

   Only flows that have been published will be available for selection in the dropdowns.

6. Click Update & Continue to Flow Design, you are taken to the Flow Designer, where you can work on the Flow itself.

SMS

Selecting SMS will display all the phone numbers configured in the channels section.

1. Select a phone number to map to the start flow.
   

2. Select a No Agents Available Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered, but no agents are available, or the conversation exceeds the maximum waiting time in the queue.

3. Select an Out-of-Hours Flow (Optional): The published version of the selected flow will be executed when an agent transfer is triggered outside the queue's working hours.

   Note

   Only flows that have been published will be available for selection in the dropdowns.

Edit a Start Flow

Steps to edit a start flow:

1. Click the Ellipsis (⋮) beside the Description and click Update.

2. Make the changes and click Update.

Delete a Start Flow

Steps to delete a start flow:

1. Click the Ellipsis (⋮) beside the Description and click Delete.

2. A confirmation is displayed. Click Delete.

   Note

   You cannot delete default start flows.

Create an Exit Flow

Steps to create an Exit Flow:

1. In the left navigation, go to Flows & Channels > FLOWS.

2. Click + New Exit Flow.

3. In the New Exit Flow window, provide inputs for the following fields:

   1. Exit Flow Name: This name will help identify the flow.
   2. Description: Input text to describe what the experience flow does or its purpose.
   3. Attach a Channel: Select either voice or chat to integrate with this flow.

4. Click Update & Continue to Flow Design, you are taken to the Flow Designer, where you can work on the flow.

Edit an Exit Flow

Steps to edit an exit flow:

1. Click the Ellipsis (⋮) beside the Description and click Update.

2. Make the changes and click Update.

Delete an Exit Flow

Steps to delete an exit flow:

1. Click the Ellipsis (⋮) beside the Description and click Delete.

2. A confirmation is displayed. Click Delete.

Navigate the Flow Designer

Once you reach the Flow Designer, you can create your flow using the canvas and nodes. The visual guide below gives you an overview of the tools you will be working with.

For a detailed navigation guide, please see Navigate the Flow Designer.

Publish a Flow

When the Flow is published, it becomes available to end-users. Learn more.