Welcome to the Flow Editor—the graphical application for creating and compiling omnichannel services.
About this guide #
This user guide describes how to use the Flow Editor to create and edit your own omnichannel services. In the Flow Editor, you define the flow of logic in a service via a flow diagram called a routing flow. The routing flow is stored and run on an Execution Engine in your Contact system. The unit uses the logic contained within the routing flow to decide what to do with each and every communication that enters the Contact system.
If the routing flow is used to handle calls, it is known as a call flow. If it is used to handle emails, it is known as an email flow.
You do not need any knowledge of programming to use the Flow Editor, only an idea of what you want your service to do.