Creating an Email Flow

This feature is currently only available for Skylight users with native email.

An inbound email flow design follows the same requirements as other non voice interaction flows, such as SMS and Facebook messaging.

To create a basic native email flow: 

  1. Go to Flow > Flows.
  2. Click Create.
  3. Enter a name for your flow. For example, "Inbound Email".
  4. Select Customer as the Type.
  5. Click Submit.
    The Flow Designer opens.

Your email flow design is a basic interaction design.

Screen image of basic flow design

Configure each flow notation for your email interactions. Additional details on flow notation configuration is available in the Flow Designer Reference.

  • Queue: Select the queue that emails on this flow will route to
  • Media: Select a media file to use. This is a default parameter for the activity that is required for voice interactions, but will not actually be played for email interactions.
  • Callback Enabled: Leave disabled (grey)
    The callback wait time and media parameters are not necessary if this flow is for a non voice interaction. Leave the default values that are populated for those parameters.
  • Resource: Enter a name for a binding variable for your resource, such as agent
  • Record: Leave disabled
  • Participant: Select Customer from the drop down list
  • Timeout (seconds): Enter the number of seconds for the work offer to be presented to the agent for acceptance before it is considered to be rejected.
  • Disposition Codes: Select the disposition code list to use for interactions on this flow.
  • Force Disposition Select: Click to enable if you want your agents to be required to select a disposition code before they can end their Wrap Up.
  • Auto Answer: Leave disabled
  • Auto Wrap Up: Click to enable to have agents automatically placed in Wrap Up mode after ending an interaction
  • Allow Wrap Up Update: Click to allow agents to manually turn automatic wrap up on or off
  • Target Wrap Up Time (seconds): Enter the goal time, in seconds, for agents to complete their post interaction work
  • Maximum Wrap Up Time (seconds): Enter the maximum time frame, in seconds, for agents to complete their post interaction work in Wrap Up mode
  • Auto Screen Pop: Automatically triggers your internal screen pop