Introduction to Workflows

Introduction to Workflows


Workflows are used to direct the flow of a workitem from the time it enters the system to its completion.

The workflow is where:

  • IVRs are built.
  • Workitems are routed to queues.
  • Prompts are played.
  • The flow of SMS, Chat, Email and Social workitems are configured.

Creating/Modifying Workflows

Configuring the State Machine

Workflows always start in the Begin (Green) State box.

  • To create a new State box, right click in an empty portion of the State machine area and select ‘Add State’.
  • To modify an existing State box, right click on the State box and select ‘Edit’.
  • To rename a State box, right click on the State box and select ‘Rename State’.
  • To delete a State box, right click on the State box and select ‘Delete State’.

Once in the Edit mode of a State box, there are 3 icons on the top right hand side:

  • Component Properties This shows the configuration of the currently selected Action box.
  • Components This section houses all the possible Actions boxes that can be used to configure the workflow.
  • Settings This is where you name the State box.

Using Action Boxes

  • To use an Action box, click on the Component icon and click and drag the Action to use to the middle of the screen.
  • If there are existing Action boxes, as you drag the new one over existing ones, you will see a the outline of the boxes turn RED.
  • The new Action box will be placed in front (over) the one that currently has the RED outline when the mouse button is released.

To remove an existing Action Box

  • Click on the picture of the garbage can on the bottom right of the Action box

To move an existing Action Box

  • Click on the picture of the hand on the bottom right of the Action box and drag to the correct position.

Copying an existing Action Box

  • Click on the picture of the paper on the bottom right of the Action box.
  • This will duplicate this Action and it will be placed at the bottom of the list of boxes.

Properties of an Action Box

  • Each Action box has different properties to be configured.
  • Some common properties are:
  • Name This is the name of the Action box.
  • Description This is the Description of the Action box.
  • Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.

If the workflow has a menu where the caller could press ‘1’ for Sales, the Condition Type would be as follow:

Expression: workitem.digits == ‘1’

  • workitem.digit would be entered in the first field
  • ‘==’ would be selected from the dropdown
  • ‘1’ would be entered in the last field

This kind of a condition would be used following the use of an action box of either ‘Get Digits’ or ‘Play and Collect Digits’

Saving the Workflow

  • To save any changes that have been made, click the Save or Save and Close button on the bottom right hand side of the screen.
  • Save This will save the changes and remain in the current State box.
  • Save and Close This will save the changes and close the current State box.
  • Close This will close the current State box, but will not save the changes.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.