Working with Flows

You can have multiple versions of a flow, and switch between those versions as needed.

There are three types of flows:

  • Customer flows, which define the experience for callers
  • Resource flows, which define the experience for resources (for example, agents)
  • Reusable flows, which you can use within other flows

You design a flow using various elements in a graphical designer referred to as the Flow Designer. The Flow Designer allows you to tell the console exactly how to handle and manage the interaction, based on the elements that you add and how you configure them. You drag and drop the elements, link, and configure them to create the flow. See the Flow Designer Reference for more information.

Creating a Flow

Creating a flow involves multiple pieces.

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