Step 0: Before you start, make sure you've set up the following:
- An appropriate inbound call 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 inbound call flow.
- Flow type
- Click Contact Center.
- Flow channel
- Select the Email option.
Step 4: This is the interaction flow editor.
Step 5: Click the Start node to indicate the beginning of your flow.
Step 6: Click the Assign Work Type node to add it to your flow. This is the part in the flow where the work item gets created. The work item will get stamped with the properties of the work type you select.
Step 7: To add a work type to the node, click on the vertical ellipsis of the node.
Step 6: In the pop-up screen, select an appropriate work type for the flow and select the search result. Click Done.
Step 8: Click the Waiting Strategy node to ensure email work items are placed in the universal waiting room.
Step 9: Click the On Email node to indicate the point at which your agents will be busy with an email work item.
Step 10: Click the End node to terminate your flow.
When you're done, click Publish. Your flow is now ready to use.