This section contains general instructions to create a completely new contact flow. Specific step-by-step instructions for introductory contact flows are available here.
Creating a Contact Flow
Click Add Contact Flow.
Enter the Contact Flow Name and Description details.
Select the Supports Expressions checkbox if the contact flow will contain the condition and lookup modules.
Click Ok. A blank screen appears in the Contact Flow Engine.
Add modules to the contact flow by selecting the module needed and dragging it onto the canvas (open dotted field).
Add a name for each new module. Module names must be unique and cannot contain any spaces. The name is used as the prefix for all the properties associated with the module. In the following example, the module name is "menu1" and it becomes the prefix for all message properties.
Building new messages off an adjusted contact flow when modules are added or removed is strongly recommended. Otherwise, the list of properties available in the Message does not update to reflect new or removed options. A new Message will show the new property names.
After the module is dropped onto the canvas, a new box will appear that contains the Message Properties and Contact Flow Properties for the specified module. For information on modules, see Contact Flow Editor Modules.
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 your opening module is not created first, you will need to delete the first module you created in order to assign the 'Is First Module' property to the correct module.
The Message Properties tab displays the message field properties as well as their values, including the messaging that customers will hear.
The Contact Flow Properties tab displays any associated contact flow properties and values (if applicable). For instance, having "Bargein" with a value of "Yes" will allow callers to press keys to bypass the message.
In this example, the 'menu1_phrases' is the verbiage that will play for this module. If the caller presses a digit on their telephone keypad prior to the completion of the message with the "Bargein" value set to "Yes", then the call will move onto the next logic step in the contact flow.
Connecting Modules
After adding modules, you must select connectors that contain the logic pertaining to the flow from one module to another as well as their specific Event and Result.
Create connectors by selecting the Connector button. The Connector Setup window contains the following fields:
Source Module: the starting point of the connector
Target Module: the ending point for the connector
Event: the type of Connector
Result: the outcome that will be used in reporting should that be the last module for which the transaction was connected.
The list of event connectors available is dependent on the source module. For more detail on connectors, see the section on Contact Flow Engine Connectors.
After all modules and connectors have been set for the contact flow, click Save to save your contact flow.
Click Deploy to deploy the saved contact flow into production. Any associated messages will begin using the new contact flow.
You may need to create a new Message to pick up the latest changes to the contact flow.
When adding connectors, the Contact Flow Engine allows you the following functionality:
- You can re-position connectors to different entry/exit points of the selected module.
- Double-clicking on icons from the modules palette adds the module.
- Selecting the module and pressing the INSERT key on your keyboard adds the module.
- Selecting the module and pressing the DELETE key on your keyboard deletes the module.
- Using the keyboard directional arrows allows you to move a selected module.
Left/Right arrow – pixel by pixel move.
Shift + left/right – step by step move.
Ctrl + left/right – select next/previous module.
Copying a Contact Flow
You can create contact flows by copying existing contact flows and making the desired changes.
To copy a contact flow:
Select the contact flow you want to copy from the Contact Flow dropdown menu.
Click Copy.
Enter a new contact flow name and description.
Click Copy.
Edit as required and click Save to save the new contact flow.
Click Deploy to deploy the saved contact flow into production. Any associated messages will begin using the new contact flow.
Applying a Contact Flow
Once your contact flow has been Saved and Deployed, it must have a Message created from the new contact flow and be applied to a service. Navigate to the Create Messages section for more detailed instructions.