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A Flow can automate rule-based and repetitive actions to help improve your team's productivity and efficiency. It allows businesses to increase customer engagement on their website and provide their customers with an "always-on" self-service option. Businesses can collect leads, route chats, reduce wait times, and automate basic customer service workflows. With a Flow in place, you can maximize your time spent on the most complex, sensitive, and high-value interactions. |
Flow Actions
Your Bot building process revolves around the set of actions connected in a guided workflow, whether you build a custom bot or from a template. Only agents who have permission can use these Actions to build a Flow.
The table lists the following Flow Actions.
Web Chat Flow:
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Actions
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Description
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Send Content
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Send a message
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This action allows you to send a message to the visitor.
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Send an image
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This action allows you to send an image file or URL to the visitor.
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Send a menu
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This action allows you to send a menu to the visitor.
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Send quick reply options
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This action allows you to send up to ten quick reply options to the visitor. Each quick reply option leads to a further Task Bot Action.
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Collect Info
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Collect name
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This action allows you to collect the name of the customer. This data is saved to the variable "Name".
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Collect email
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This action allows you to collect the email address of the visitor. This data is saved to the variable "Email".
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Collect phone number
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This action allows you to collect the phone number of the visitor. This data is saved to the variable "PhoneNumber".
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Collect company name
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This action allows you to collect the company name of the visitor. This data is saved to the variable "CompanyName".
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Collect comment
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This action allows you to collect comments from the visitor. This data is saved to the variable "Comment".
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Collect variable data
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This action allows you to collect custom information from the visitor and save it to a variable—for example, User Name. You can create any variable. The variable value will only exist when the current flow is alive in a chat.
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Flow Operations
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Transfer chat
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This action allows you to transfer the chat to a specific agent, queue, or transfer the chat based on the Widget's routing rules.
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Go to Work Flow
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This action allows you to transfer to another Flow when a present Flow is finished.
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Advanced
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Set value
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This action allows you to set a value for name, email, phone number, company name, comment.
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Send an email
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This action allows you to send emails. For example, you can send the visitor's information to the company's lead collection email box.
WhatsApp Flow:
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Actions
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Description
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Send Content
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Send WhatsApp message
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This action allows you to send a message to the visitor.
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Collect Info
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Wait for a response
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This action allows you to collect customer responses and assign a variable value.
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Flow Operations
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Reassign Ticket
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This action allows you to reassign the chat to a specific agent, queue, chatbot, or reassign the chat based on the Inbox's routing rules.
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Branch
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This action allows you
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Date/Time
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This action allows you to control flows based on time and date.
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Advanced
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Set value
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This action allows you to set a value for name, email, phone number, company name, comment.
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Send an email
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This action allows you to send emails. For example, you can send the visitor's information to the company's lead collection email box.
Flow Templates
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Flow Templates
The system provides four pre-built Flow templates. Using these templates, you can build your Custom Flow.
The table lists the following Flow templates.
Template | Description |
Lead Generation | It is used to get contact information from your visitors. |
Routing Bot | It is used to classify visitors by asking them questions and guide them to find the most suitable support agents or resources. |
Customer Support-FAQ | It is used to provide the frequently asked questions list and let your visitors help themselves. |
Create a Flow
You can create a Flow either of your own or by selecting from the pre-built template.
To create a Flow, follow these steps:
（1）Log in to your CloudFon CX account.
（2）From the left navigation menu, go to Automation> Flow Builder > Flows.
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（3）On the Flows page, click Create new flow.
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（4）Select one of these communication channels that will trigger your flow. Then click Next.
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（5）The New Flow page appears. If you'd like to collect lead info via the Flow, here you can select the Lead Generation template. To learn more on the templates, see Flow Templates. We'll take the Lead Generation template as a sample.
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The Flow builder page is displayed with the set of pre-built connected Flow Actions. To learn more about these actions, see Flow Actions.
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（6）From the Actions menu, you can drag the Flow actions to the Flow Builder area and connect them in a guided workflow.
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（7）Click the Edit icon and enter the text. You can also delete the action during the Flow building process.
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（8）You can also add a delay to flow responses to deliver multiple messages to the customer at a comfortable reading pace.
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（9）If you have a required field in the component but do not fill，it will be marked above the component.
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（10）You can modify the flow name, avatar. And you can provide a dispaly name and description.
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（11）Once your flow building process is complete, and you want to use, please click Publish.
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（12）You can also import a flow, the file type must be json format.
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（13）The newly created Flow appears on the Flows page. Here, you can manage all the existing Flows, such as edit, copy, export and delete.
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Forward Webchat/WhatsApp to Email | It is used to send an email when your flow receives a new visitor's information from Webchat/WhatsApp. |
For creating Web Chat flow, you can find more details from Create Web Chat Automation Flowhttps://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/316866647?draftShareId=fbd8b6bb-5d4d-4f4b-b138-cf6534183ec3.
For creating WhatsApp flow, you can find more details from Create one WhatsApp Automation Flowhttps://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/316997797?draftShareId=4a7ff36c-5c25-44b1-949c-28d0f5b30e1a .
Manage Flows
The flow list will display all created flow’s information, including Flow Name, Display Name, Status, Invocations, Created by, Last Updated by, Last Update. You can manage flows, download and import flows, and check flows log.
Import: Click Import button and click Click to select your file to select a JSON file. Then click Import flow to upload the flow.
The import file type must be JSON file, otherwise you can not upload the file.
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Edit: Click on the “Edit” icon to open the edition window for editing the flow.
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Copy: Click on the “Copy” icon to copy a flow and open the edition window for editing the copied flow.
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Logs: Click on the “Logs” icon to open the logs board.
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In the logs board, you can check Trigger Visitors, Status, Start Time, End Time, Duration, Last step and click 
to check Visitor Flow Detail for each trigger, also you can check the following data for this flow.
Total | The total number of times a flow was triggered. |
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Completed | Trigger and complete any automated process the number of visitors to the branch. |
Failed | The number of times a flow failed due to an exception. |
Cancelled | The number of times a flow is terminated by a guest or stopped by an agent. |
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Download: Select a flow and click on the “Download” icon to download the flow.
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Delete: Select a flow and click on the “Delete” icon to delete the flow.
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If the Web Chat flow has been used in Pre-Chat, Offline-Message or other flow, you need to disassociate the belonging relationship of the flow, then you can delete the Web Chat flow.
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Templates: Click the Template tab, you can select a template to create a template flow.
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Collected Leads
All the customer’s information collected from flow will be recorded in Automation > Flow Builder > Collected Leads, you can select a lead and click 
to check the lead details.
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