What is a Subflow:
- A Subflow is a collection of nodes that are part of a single node.
- They can be used to reduce some visual complexity of a flow or to package up a group of nodes as a reusable flow used in multiple places.
- Once created, the Subflow is added to the selection of available nodes.
- Once inserted into the flow designer and followed by correct nodes. The interaction will follow the set route and the Work flow can be published.
- All flow order and quantity error handling will be done in the main flow
The following is an example of a normal flow:
This is an example of the same flow as above but with Subflows incorporated:
To set up a normal Call Centre flow click here.
To Setup a Subflow follow the below instructions:
Let's imagine that you wanted to create a flow starting with Office Hours and then go to an IVR with 2 options to select going into a Waiting Room followed by your call and call recording leading to the end of the flow. To do this we are going to create a Subflow with the Office Hours function to illustrate how we can do this.
1. Select the Work Flows tile on the admin Dashboard.
2. Select the plus on the top right of the Work Flows to create a new Work Flow.
3. Give your Subflow a name and choose the “Inbound Call” tile. Toggle “Is this a Subflow” to True and click next.
4. Now Click on the Subflow you have just created to begin designing your Work Flow.
5. Select the plus on the start node.
6. Select the Office Hours node
7. Edit the Office Hours Node to select the times and click done.
8. Select the plus sign on the Office Hours node and then select the Mailbox node.
9. Edit the mailbox by clicking on the 3 dots on the mailbox node and then select edit. You can then select your Mailbox you created and select done.
10. You have now created your Subflow. Click on Save & Version.
11. Now that the Subflow is complete, we can build our main Call Flow by clicking on the plus sign on the top right of your Work Flows screen.
12. Create the Flow Name of your Main Call Flow and select Inbound and make sure you toggle False on “Is this a Subflow” and select next.
13. Now click on the Flow tile that you have created.
14. Select the plus sign on the start node and then select the Subflow node.
15. Edit the Subflow on the Subflow node and select the Subflow you have created. A Flow Version will appear which you select. You will now be done when you select done.
16. You can now add the rest of your flow by adding the Work Type, Waiting Room, On Call, and the End node and save.