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titleCreating a Contact Flow

To create a contact flow, you must add modules that define messaging and logic properties, and link them using connectors that define the situation or system code.

For information about each module, see Modules in the Product Documentation.

To add a module:

  1. Select Add Contact Flow.

  2. Enter the Contact Flow Name and Description.

  3. Select the Supports Expressions checkbox if the contact flow should contain the condition and lookup modules.

  4. Click OK.

  5. In the Contact Flow tab, select and drag the required modules from the Basic or Advanced panels onto the canvas (open dotted field).  

  6. When you drop a module onto the canvas, the Property dialog for the specified module appears. Specify the Message Properties and Contact Flow Properties that instruct a module on what to do. 

    By default, the first module you create will have the Is First Module checkbox selected. This is the first module the system will look at for determining the contact flow. If you do not create the opening module first, you will need to delete the first module you created in order to assign the 'Is First Module' property to the correct module.
  7. Click OK to close the Property dialog. 
  8. Repeat this process to add more modules. Each module must have a unique name.

To add a connector:

  1. Select Connector.
  2. In the Connector Setup dialog, specify the Source and Target modules, the Event in which the contact flow must move from source to target, and the Result (outcome) if the connection ends before completion of the target module. 
  3. Click OK to add the connector to the canvas. Connectors appear as arrows between the source and target modules.

Alternately, hover on the Source module until you see an arrow. Click it, then drag the cursor to the target module and release it when the module turns green. This brings up the Connector Setup window. Proceed with Step 2 above.

A completed contact flow appears as a logical collection of modules connected by arrows. Click Save to save your contact flow.

Note

You can break down complex contact flows into more manageable subflows or subroutine flows and reuse them in other contact flows. The Transition module enables you to switch between subflows, including syncing up the variables in the contact flows involved.

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titleApplying Deploying a Contact Flow
  1. Select Deploy to deploy the saved contact flow into production.  Any associated messages will begin using the new contact flow. If there is an existing contact flow with the name you specified, an error will ask you to select a different name.
  2. Navigate to the Message Editor tool and create a message using your new contact flow. You can customize the phrases used to have different audio applied. 
  3. Assign this Message to an unattended service, load a test file, and evaluate the outcome. Adjust the message as desired.

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