Step 0: Before you start, make sure you've set up the following:
- An appropriate SMS work type – please look over the Work Types section if you're not familiar with these.
- Please make sure you have purchased an SMS number before setting up the flow.
- Sms Numbers can be purchased via the "Account" tile or you can contact us directly through web chat or via our support line (+27 21 045 1222).
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 of your screen to create a new flow.
Step 3: From this view, you can set up your flow type and other basic information.
- Flow name
- Enter the name of the inbound SMS flow.
- Flow type
- Click Contact Center – SMS flows only apply to contact center flows.
- Flow channel
- Select the SMS option.
Once you have completed the above actions click on "Next", the new Inbound SMS flow will then be created and visible on the Work Flows view.
Step 4: The newly created flow needs to be defined. Click on the newly created flows tile to be taken to the Work Flows Designer view.
Step 5: In the Work Flow Designer, there is always a "Start" node present. It is an indicator of the beginning of your inbound SMS flow. Click the plus symbol (+) to add another node to your flow.
Step 6: From the available nodes select the "Assign Work Type" node. Once created, the interactions will get stamped with the properties of the work type you have selected. Interactions will be served to any Agents that match the properties of the Work Type you have selected.
Step 7: Click the plus symbol (+) next to the "Assign Work Type" node and select the "Waiting Room" node to place SMS interactions in the universal waiting room.
*Pro-tip - The Waiting room node allows you to set whether Agents that miss a SMS 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 SMS" node to indicate the point at which your agents will be busy with an SMS interaction.
Step 9: Click the plus symbol (+) next to the "On SMS" 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.