Managing existing routing flows

Once a flow has been created administrators with the Routing Flows: Modify privilege will be able to edit, remove or copy routing flows. This allows you to manage and update routing flows as your needs change.

Note: You can only edit flows you are the owner of.

Edit a routing flow #

When managing routing flows a message at the top of the screen indicates whether or not the selected routing flow is currently assigned to services.

1. Navigate to the relevant flow area:
   1. Call Handling → Call Flows
   2. Email → Email Flows
   3. Webchat → Webchat Flows
2. Select the relevant flow from the list
3. Update the flow details:
   1. Update the name and description as required
   2. Update the flow type if necessary
   3. Click Save Changes
4. Reconfigure the routing flow:
   1. Click the edit icon
   2. Edit the nodes/branches as required
   3. Click Validate and Publish

Note: If a routing flow has an unpublished changes message displayed at the top of the screen, it indicates that changes have been made to the flow in the Flow Editor, but the flow has not yet been published, so the changes are not yet live. You must open Flow Editor and publish the flow before the changes are applied.

Copy a routing flow #

1. Navigate to the relevant flow area:
   1. Call Handling → Call Flows
   2. Email → Email Flows
   3. Webchat → Webchat Flows
2. Select the relevant flow from the list
3. Click Copy
4. Enter a name for the copy
5. Click Ok
6. The flow will be copied

Remove a routing flow #

1. Navigate to the relevant flow area:
   1. Call Handling → Call Flows
   2. Email → Email Flows
   3. Webchat → Webchat Flows
2. Select the relevant flow from the list
3. Click Delete
4. Click Yes to confirm
5. The flow will be removed