Contact Flow Engine is a tool in the LiveVox Portal (LVP) platform that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and customers. A contact flow primarily consists of modules (such as languages or actions) and connectors (for linking link modules, setting the flow, or assigning system codes). It is used to create messages (in a specific language), which are then assigned to services for use.
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| title | Creating a Contact Flow |
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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: On the Contact Flow window, click Add. The Edit Contact Flow window appears. Enter the details in the Name and Description fields. Enable the Supports Expressions checkbox if the contact flow should contain the condition and lookup modules. In the Contact Flow tab, expand the Modules panel and double-click the required module in the sub-panel. The Properties window of the module appears. Specify the Message Properties and Contact Flow Properties that determine how the module behaves. - Ideally, you will enable the Is First Module checkbox for the first module you create. This is the first module the system will look at for determining the contact flow. When you assign this value to a module, you cannot unselect the checkbox. You will need to delete the first module you created to assign the 'Is First Module' property to another module.
- Click OK to close the Properties window.
- Repeat this process to add more modules. Each module must have a unique name.
To add a connector: - Select Connector.
- 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 the completion of the target module.
- Click OK to add the connector to the canvas. Connectors appear as arrows between the source and target modules.
A completed contact flow appears as a logical collection of modules connected by arrows. Click Save to save your contact flow and return to the Contact Flow window where your new contact flow is now listed in the table. | Note |
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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 sub-flows, including syncing up the variables in the contact flows involved. |
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| title | Working with Contact Flow Variables |
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You can create user-defined variables for specific configuration properties of modules like http and condition in a contact flow. To create a contact flow variable: - Open a contact flow and click Contact Flow Variables.
- In the Contact Flow Variable window, click Add.
- In the Add Contact Flow Variable dialog, enter the required data and click OK.For field descriptions, refer to the Product Documentation.
You can use the contact flow variable in the Message Properties tab of the http module (for response variables mapping) or the condition module (to build an expression). For more information, refer to the Product Documentation. |
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| title | Copying or Deleting a Contact Flow |
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To copy or delete a contact flow, hover on a contact flow row in the Contact Flow window. The respective icons appear at the end of the row, - If you click the Copy icon, the Copy Contact Flow window appears, Enter the name of your new contact flow and click Copy.
- If you click the Delete icon, the Confirm dialog appears. Click OK to delete the contact flow.
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