{"id":1871,"date":"2022-03-16T05:00:38","date_gmt":"2022-03-16T05:00:38","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=1871"},"modified":"2022-03-16T05:00:38","modified_gmt":"2022-03-16T05:00:38","slug":"flow-designer","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/flow-designer\/","title":{"rendered":"Introduction to Experience Flows"},"content":{"rendered":"<h2><span class=\"ez-toc-section\" id=\"Experience_Flows\"><\/span>Experience Flows<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>An <em>experience flow <\/em>helps customers define the end-to-end customer experience at a contact center for each of their customer channels.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Experience_Flow_Designer\"><\/span>Experience Flow Designer<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The <strong>Flow Designer<\/strong> allows users to quickly set up experience flows to support basic as well as advanced customer experiences. It is a drag-and-drop work surface that enables you to link together blocks of actions or <em>nodes<\/em>. For example, when a customer first enters your contact center, you can ask for some input and then play a prompt such as &#8220;Welcome to ABC Corp, how may I assist you today?&#8221;<\/p>\n<p>Based on the customer intent, you can achieve the following with this feature:<\/p>\n<ul>\n<li>Build experiences based on whether you want something to happen to a Bot, or need an agent transfer, or voice to chat deflection.<\/li>\n<li>Set up a certain experience like a contact waiting for an agent to accept the conversation request.<\/li>\n<li>Design default flows to define how the application behaves for scenarios that happen regularly.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Why_use_the_Flow_Designer\"><\/span>Why use the Flow Designer?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>Flow Designer provides visibility on how the use cases, waiting experience, default, and the other contact flow modules are stitched together and work implicitly.<\/li>\n<\/ul>\n<ul>\n<li>It allows the user to view the end-to-end experience flow in one place.<\/li>\n<\/ul>\n<ul>\n<li>This open visual canvas lets you drag in elements, tie them together, and create customer experience flows explicitly, in a no-code manner.<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Adding_a_New_Flow\"><\/span>Adding a New Flow<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The user can build custom experience flows by adding a new inbound experience flow with the following steps:<\/p>\n<ol>\n<li>Log in to your <b>SmartAssist<\/b> instance, and navigate to <strong>CONFIGURATION &gt; Experiences &gt; Flows<\/strong>.<\/li>\n<li>Click<strong> + New Flow <\/strong>in the<strong> Experience Flows<\/strong> window.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/new-flow-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1875\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/new-flow-1.png\" alt=\"\" width=\"602\" height=\"191\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/new-flow-1.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/new-flow-1-300x95.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a>\n<\/li>\n<li>In the <strong>New Experience Flow<\/strong> window, provide inputs for the following fields:<\/li>\n<\/ol>\n<ul>\n<li><strong>Experience Flow Name:<\/strong> This name will help identify the flow you\u2019ve added.<\/li>\n<li><strong>Description<\/strong>: Input text to describe what the experience flow does or its purpose.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/new-experience.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1876\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/new-experience.png\" alt=\"\" width=\"542\" height=\"179\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/new-experience.png 542w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/new-experience-300x99.png 300w\" sizes=\"(max-width: 542px) 100vw, 542px\" \/><\/a><\/li>\n<li><strong>Attach a Channel<\/strong>: Select one of the following channels to integrate this flow:<\/li>\n<\/ul>\n<h4><span class=\"ez-toc-section\" id=\"Voice\"><\/span>Voice<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<ul>\n<li>Selecting this option displays the list of phone numbers that have been added to your account. You can select the number to be mapped to the flow.<\/li>\n<li>If you have not added any number to your account, click the <em>Not yet Purchased<\/em><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/attach-a-channel.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1877\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/attach-a-channel.png\" alt=\"\" width=\"543\" height=\"321\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/attach-a-channel.png 458w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/attach-a-channel-300x178.png 300w\" sizes=\"(max-width: 543px) 100vw, 543px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h4><span class=\"ez-toc-section\" id=\"Chat\"><\/span>Chat<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<ul>\n<li>Selecting <strong>chat<\/strong> will display all the chat channels that have been configured in the channels section of the SmartAssist platform. The options <em>Webhook, and Web\/Mobile Client <\/em>are enabled by default. The displayed values include:<\/li>\n<ul>\n<li><strong>All<\/strong>: Selects Webhooks, Web\/Mobile clients, and all the other services available for the chat experience flow.<\/li>\n<li><strong>Web\/mobile client: <\/strong>The web client is the front-end component of the SmartAssist application that communicates with a server and is accessed by the end-user on a desktop or mobile.<\/li>\n<li><strong>Webhooks<\/strong>: Used to trigger automated messages during the chat contact flow when an event occurs.\u00a0 \u00a0<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/attach-a-channel-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1878\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/attach-a-channel-1.png\" alt=\"\" width=\"487\" height=\"188\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/attach-a-channel-1.png 487w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/attach-a-channel-1-300x116.png 300w\" sizes=\"(max-width: 487px) 100vw, 487px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li>Click <strong>Create <\/strong>to add the new flow design, or <strong>Create &amp; Continue to Flow Design <\/strong>to add the new flow and continue designing it further.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/create-and-continue-to-flow.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1879\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/create-and-continue-to-flow.png\" alt=\"\" width=\"534\" height=\"379\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/create-and-continue-to-flow.png 534w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/create-and-continue-to-flow-300x213.png 300w\" sizes=\"(max-width: 534px) 100vw, 534px\" \/><\/a><\/li>\n<li>A success message is displayed.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/created-success-flow.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1881\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/created-success-flow.png\" alt=\"\" width=\"602\" height=\"291\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/created-success-flow.png 602w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/created-success-flow-300x145.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/li>\n<li>Once your flow design is created, a flow design canvas is displayed with the following elements:\n<ul>\n<li><em>Experience Flow Name<\/em> you\u2019ve provided.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1882\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-1.png\" alt=\"\" width=\"427\" height=\"53\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-1.png 427w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-1-300x37.png 300w\" sizes=\"(max-width: 427px) 100vw, 427px\" \/><\/a><\/li>\n<li>The <em>Last saved <\/em>timestamp (date and time of creating the flow).<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1883\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-2.png\" alt=\"\" width=\"443\" height=\"63\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-2.png 443w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-2-300x43.png 300w\" sizes=\"(max-width: 443px) 100vw, 443px\" \/><\/a><\/li>\n<li>The Publishing <em>status<\/em>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1884\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-3.png\" alt=\"\" width=\"436\" height=\"63\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-3.png 436w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-3-300x43.png 300w\" sizes=\"(max-width: 436px) 100vw, 436px\" \/><\/a><\/li>\n<li>On clicking the <em>Validate <\/em>button<em>\u00a0<\/em>a chat window is displayed for chat channel and a Softphone dialer pad is displayed for voice channel, where the flow you have created is internally validated.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>The Error status button that displays the number of errors. Click this button to view the errors in your flow.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-status.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1886\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/error-status.png\" alt=\"\" width=\"224\" height=\"64\" \/><\/li>\n<li><em>\u00a0<\/em>The <em>three ellipses<\/em> icon clicking which the following options appear:<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SA1.jpg\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2488\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SA1.jpg\" alt=\"\" width=\"304\" height=\"149\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/SA1.jpg 428w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/SA1-300x147.jpg 300w\" sizes=\"(max-width: 304px) 100vw, 304px\" \/><\/a><\/p>\n<ul>\n<li><strong>Save Version<\/strong>: Click to save the current version of the contact flow created.<\/li>\n<li><strong>Flow Versions<\/strong>: Click to view the Flow Version of \u201c<em>Experience Flow Name<\/em>\u201d window. Select the Manual or Auto-saved version you want to view. The Name, Last Updated (timestamp), and Comment (you\u2019ve added for the contact flow) values are displayed in this window.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/flow-version.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1888\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/flow-version.png\" alt=\"\" width=\"504\" height=\"135\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/flow-version.png 504w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/flow-version-300x80.png 300w\" sizes=\"(max-width: 504px) 100vw, 504px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li><strong>Publish<\/strong>: Click to publish the flow you\u2019ve created to the production environment.<\/li>\n<\/ul>\n<\/li>\n<li>The Component selection menu where you can click the node you want to insert to the flow design canvas.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/component-menu.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1889\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/component-menu.png\" alt=\"\" width=\"149\" height=\"382\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/component-menu.png 149w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/component-menu-117x300.png 117w\" sizes=\"(max-width: 149px) 100vw, 149px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Working_on_the_Flow_Designer_Canvas\"><\/span>Working on the Flow Designer Canvas<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The flow design canvas lets you drag and drop various components of the experience in the design flow, and set its properties.<\/p>\n<p>The components listed on the menu are also called <em>nodes<\/em> and can be interlinked to each other.<\/p>\n<p>The<strong> Start node <\/strong>is the starting point of any contact flow on the<strong> Flow Designer<\/strong> and is available by default. You can drag and place the <strong>Start node icon<\/strong> on the node from which you want to initiate an inbound contact flow.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-4.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1891\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/DHF-4.png\" alt=\"\" width=\"659\" height=\"254\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-4.png 659w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/DHF-4-300x116.png 300w\" sizes=\"(max-width: 659px) 100vw, 659px\" \/><\/a><\/p>\n<p>You can click the <em>&#8220;<strong>+&#8221;<\/strong> icon<\/em> and tap the node you want to insert from the pop-up menu.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/start-root.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1892\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/start-root.png\" alt=\"\" width=\"217\" height=\"437\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/start-root.png 217w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/start-root-149x300.png 149w\" sizes=\"(max-width: 217px) 100vw, 217px\" \/><\/a><\/p>\n<p>The sample for building a simple IVR-Based flow:<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ConvFlow.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2512\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ConvFlow.png\" alt=\"\" width=\"820\" height=\"420\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Experience Flows An experience flow helps customers define the end-to-end customer experience at a contact center for each of their customer channels. Experience Flow Designer The Flow Designer allows users to quickly set up experience flows to support basic as well as advanced customer experiences. It is a drag-and-drop work surface that enables you to&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/1871"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=1871"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/1871\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=1871"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=1871"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=1871"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}