To ensure customers can successfully interact and communicate with your business you need to define routing flows using the Flow Editor.
What are Routing flows? #
Routing flows contain the logic that determines what should happen to each and every communication that enters the Contact system. The flows are built using node types which are prewritten blocks of instructions that carry out a specific function, such as playing audio. The node types are connected with paths within the Flow Editor to define the routing flow.
There are 3 types of routing flows that can be created using the flow editor:
- Call Flows
- Email Flows
- Webchat Flows
| Note: Your service provider might pre-define some routing flows and make them available for your company. Depending on your privileges you may be able to edit the existing flows or create new routing flows. |
What is the Flow Editor? #
The Flow Editor is a graphical application within Contact where you can visually build out routing flows and define the flow of logic in a service. It contains a library of node types which can be pulled into a flow diagram and configured to work in a certain way.
You do not need any programming knowledge to use the Flow Editor, only an idea of what you want your service to do.