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Introduction to Flows

What Are Flows?

A flow is a step-by-step process that helps you define the end-to-end customer experience at a contact center for each communication channel. Flows can be built using the Flow Designer.

What Is the Flow Designer?

The Flow Designer is a tool that allows you to quickly set up both simple and complex customer experiences. It is a drag-and-drop work surface that enables you to link together blocks of actions called nodes. These nodes help you map the customer experience from the initial contact to the query allocation to an agent, a bot, or both.

The Flow Designer also allows you to link Contact Center AI to an XO Platform Bot to handle the customer request, potentially resolve it, or otherwise transfer it to an agent.

Why Use the Flow Designer?

There are a few benefits to using the Flow Designer:

  • The Flow Designer provides visibility on how the use cases, waiting experience, the default, and the other contact flow modules work together.
  • It allows you to design and view the end-to-end customer experience flow in one place.
  • This open visual canvas lets you drag nodes, link them together, and create clear customer experience flows without coding.
  • You can build experiences based on whether you want customers to interact with a bot or be transferred to an agent.
  • It allows you to create waiting experiences for situations when customers wait for an agent to accept the conversation request.
  • It lets you design default flows and define how the application behaves in regular scenarios.

The Flows Live Board

You can find the Flows by navigating to Automation AI/Contact Center AI/Agent AI > Flows & Channels > FLOWS.
Flows & Channels Page

FIELD DESCRIPTION
Flow The name of the Start Flow.
Actions (⋮) Displays the following icons:
- View (Default Flows): Allows you to view the main configuration for the selected Start Flow entry (Name and Description).
- Update: Allows you to update the main configuration for the selected Start Flow entry (Name, Description, and Channel).
- Delete: Lets you remove the Start Flow entry.
Description Displays the description of the Start Flow entry.
Channels Displays a list of channels attached to each flow and the flow types (call or chat).
Status Displays the status ‘Published’ if the conversation has been published; otherwise, it displays ‘In Development.’

Flows Section Features

You can access the following features on the Flows Live Board:

  • Use the Search option to enter keywords and search for a specific flow. Arrange in Order

  • Sort entries by clicking the Flow header:

    • ↑ – sort alphabetically, in ascending order.
    • ↓ – sort alphabetically, in descending order.
      Search Bar

  • Click any Flow to access the Flow Designer and configure the selected entry and to update the Name, Description, or Channel of an entry, click Update.
    Functionalities

  • To delete a flow, click Delete.
    Delete Flow

Note

You cannot restore deleted flow entries. Please proceed with caution.