Step 0: Before you start, make sure you have created the following:
- An appropriate Instant Message work type - please look over the Work Types section if you’re not familiar with these.
Step 1: Click on the Work Flows Tile on the Administrator Dashboard.
Step 2: The Work Flows view shows a list of flows in your organization. To create a new Work Flow click the plus symbol (+) on the top right-hand side to add a new flow.
Step 3: From this view, you will be able to select your flow type and other basic information.
- Flow Name
- Enter the name of the flow
- Flow Type
- Contact Center is automatically selected
- Flow Channel
- Select the Instant message option
Once you have completed the above actions click on “ Next”, the new instant message 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 flow’s tile to be taken to the Work Flows Designer view.
In the Work Flow Designer, there is always a “Start” node present. It is an indicator of the beginning of your instant message flow. Click the plus symbol (+) to add another node to your flow.
Step 5: From the available nodes select the “Assign Work Types”
You will need to define the “Assign Work Type” node by clicking on the 3 dots on the node and selecting “Edit”.
From the Assign Work Type view select the appropriate Work Type and select “Done”
Step 6: Click on the plus symbol (+) next to the assigned work type node and select the “waiting room” node from the available nodes.
Step 7: Click on the plus symbol (+) next to the waiting room node and select the “On Message” node from the available nodes.
Step 8: Click on the plus symbol (+) next to the On Message node and select the “End” node from the available nodes.
Step 9: Click on “Publish”, this will save the changes made to the workflow
*NB - Please note that all nodes need to be defined and correctly connected before you’ll be able to publish your flow.
Step 10: Assign the relevant number to your new Instant message flow