NOTE: Once a workflow is created, the system automatically saves the workflow meaning that Admins do not need to manually save the workflow to preserve the work.
Here are the main areas of the Viewing Interface of Workflows to better familiarize yourself with this environment.
Once a workflow is built and the pathways reach an appropriate end point, the workflow is ready for publishing.
All unpublished workflows are available for modification. A workflow is locked from any future changes only after it is published.
All unpublished workflows are available for continuous updating and editing. However, once a workflow is published, it is locked from any future changes, so Admins need to create a new version of the workflow by either copying an existing version or creating a new blank version. Then, the new workflow is ready for modification.
Copying an existing workflow version is helpful for rapidly building a new workflow instead of starting the building process from a blank workspace.
Update a workflow by creating a new blank
Routes in Workflows are not complete until the pathway reaches an official end point, which is done by using either an End or Transfer Module. Once all pathways are complete, Admins have access to publishing the workflow, which locks it from any future changes. However, before publishing a workflow, decide the routing options for the workflow because this impacts the publishing format, which is either Publish or Publish Make Current.
Publish: Locks the workflow from future changes and becomes the active workflow only if the route has this specific workflow version selected.
Publish Make Current: Locks the workflow from future changes and becomes the active workflow for routes that use the workflow version of “Current”.
Once a workflow is published, Admins can now route the published workflow to either one or more of these options: a number’s voice channel, a queue, or a web chat. After the workflow is routed, the workflow is officially activated for customers and agents.
Route your published workflows to a Number’s voice channel, a Web Chat, or a Queue. When routing to a Queue, notice that workflows can trigger based on different statuses of an interaction. Also, notice that workflows are only available for the voice route of a number; so message routes of a number must use a different route type, like a queue, ring group, or extension. Lastly, notice that workflows are available for routing before, during, or after an interaction is delivered to a queue.
After a workspace is created, Admins are now ready to build the workflow by adding each module to the workflow workspace. However, if the workflow is published, the Admin will need to first create a new version of the workflow.
Once a module is added to the workspace, it’s ready for configuring and linking to other modules to create connection points. Lastly, as additional modules are added to the workspace, click-and-drag the module to any area of the workspace to accommodate the growing workflow.
Access the Module Library to take a deeper dive into the mechanics and configurations of each module.
If there are objects that share similar configurations, Admins have the ability to duplicate these objects once they are added to the workspace to expedite the building process. Use this guide to copy an object on the workspace.
Once objects are added to the workspace, rearranging and moving modules around is easy. Use this guide to move an object around the workspace.
After a module is added to the workspace, configured, and saved, the module is now ready for routing. Admins create routes between modules by connecting them with links.
For some modules, there is only one exit port, so the Admin only creates one route through the module (i.e. Say or Transfer). However, it is also important to note that some modules have multiple exit ports because the module creates a decision point in the workflow (i.e. Time Control or Lookup). With modules that have multiple exit ports, make sure you link all exit ports to ensure the workflow runs each route through the module successfully.
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