Step 0: Before you start, make sure you've set up the following:
- An appropriate email work type – please look over the Work Types section of the help desk if you're not familiar with these.
Step 1: Click Work Flows on the administrator dashboard.
Step 2: This view shows a list of flows in your organization. Click the plus sign icon (+) on the top right-hand side to add a new flow.
Step 3: In this view, you can set up your flow type and other basic information.
- Flow name
- Enter the name of the email flow.
- Flow type
- Click Contact Center.
- Flow channel
- Select the Email option.
Step 4: Click on the newly created Email flow tile, you will be taken to the Work Flow Designer view for the selected Flow.
Step 5: In the Work Flow Designer, there is always a "Start" node present It is an indicator of the beginning of your inbound email. Click the plus symbol (+) to add another node to your flow.
Step 6: Select the "Assign Work Type" node to add it to your flow. This is the part of the flow where the interactions get created. The interaction will get stamped with the properties of the work type you have selected and will be served to an Agent that matches those properties.
Step 7: Click the plus symbol (+) next to the "Assign Work Type" node and select the Waiting Room node to ensure email work items are placed in the universal waiting room.
*Pro-tip - The Waiting room node allows you to set whether Agents that miss an email interaction will be placed into a not responding state or not.
Step 8: Click the plus symbol (+) next to the "Waiting Room" node and select the "On Email" node to indicate the point at which your agents will be busy with an email work item.
Step 9: Click the plus symbol (+) next to the "On Email" node and select the "End" node. This indicates the end of the interaction.
Once done, click Publish to save the changes made to the flow.
*Pro tip - When a new inbound email flow is created you will need to assign an email address to the flow. For more information on how to do this see the following article here.