Click button to 
copy an action.
Click button to 
delete the action.
Click button to
add a next step action.
With CloudCX, you can create one SMS flow used for each SMS account. |
You can create your own SMS Flow for the SMS account.
Go to your system CloudCX installation domain, and log in with the admin account.
From the left navigation menu, go to Automation> Flow Builder > Flows.
Click on the “+” button to create a new flow.
Select Wait for incoming SMS message that will trigger your SMS flow. Then click Next.
The Flow builder page is displayed with a Start Action. To learn more about these actions, see Flow Actions https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/345833473#Flow-Actions.
In the Flow builder page, click the flow name on the top right to customize your flow’s information. You can create a name for the flow, and add the description for this flow.
Click the Start action to select an SMS account for this flow. If there is no account can be selected, click Setup an SMS Channel Account switch to Inbox > Channel > SMS to add SMS account first, you can find more details from SMS https://cloudfon.atlassian.net/wiki/x/uADyAg.
You can do one of the following to add actions:
Select and drag the flow action from the left Add Step menu to the Flow Builder area and connect them in a guided workflow.
The “!” in Start action, that means the Flow is not completed, you need to search the action with “x errors” and complete that action. When the Flow is completed, the “!” will be disappeared.
The “!” in Start action, that means the Flow is not completed, you need to search the action with “x errors” and complete that action. When the Flow is completed, the “!” will be disappeared.
Click the “+” in the Start action and select an action to add.
When you select an action, you can do the following:
Click button to copy an action.
Click button to delete the action.
Click button to add a next step action.
You can add flow actions based on your request, you can find more details about flow actions from Flow Actions https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/345833473#Flow-Actions.
Now, you can click Publish to publish the Flow. After publishing this flow, this flow will be triggered when a customer sends messages to this SMS account.
Your Flow building process revolves around the set of actions connected in a guided workflow. Only agents who have permission can use these Actions to build a Flow.
Actions | Description |
|---|---|
Send SMS message | This action allows you to send a text message to the visitor. |
In Send Content actions, you can do the following:
Input a text, the text can add special characters and insert dynamic info.
(Optional) Enable the action Wait for a response, set the timeout duration for this interactive action, and select or create a variable for customer’s response.
Actions | Description |
|---|---|
Reassign Ticket | This action allows you to reassign the ticket to a specific agent, chat queue, or reassign the ticket based on the Inbox's routing rules. |
Branch | This action allows you to set specific user paths for different conditional steps in the flow. |
Date/Time | This action allows you to control flows based on time and date. |
Jump to | This action allows you to jump to the previous Step without having to achieve the goal by connecting the line backward. |
In Flow Operations actions, you can do the following:
Reassign Ticket:
Reassign the ticket to a specific agent, chat queue, or reassign the ticket based on the Inbox's routing rules.
Branch:
Click Add new branch to enter the new branch edit page.
Define the logical expression, you can use meet all, meet any, or use logic expression to trigger the branch.
Click button 
to add a condition for the branch to trigger.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the branch will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the branch will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
Date/Time:
Select a Timezone for this SMS flow.
Click Add new branch to enter the new branch edit page.
Fill in a name in Condition Name.
Select Within or not for the below data and time.
Configure the time, weekday and date. If you don’t configure any data in time, weekday and date, the time in this condition is Always.
(Optional) Click New OR Rule to add a new time in this condition.
(Optional) Click Add new branch to add another condition and configure time.
Jump to:
When the flow you set has multiple branches, and a customer who has completed one of the branch processes wants to return to the main menu to make a new selection, in addition to supporting you in manually reconnecting this step component to the main menu component, we also provide the "Jump to" method.
Drag out a "Jump to" component and click on it. At this time, you can select any component you want to return to, which maximally ensures the readability of the flow page.
Actions | Description |
|---|---|
Set value | This action allows you to set values for Flow Variables, Custom Variables and Ticketing Fields. |
Send an email | This action allows you to send emails. For example, you can send the visitor's information to the company's lead collection email box. |
HTTP Request | This action allows you to make an HTTP Request component that includes triggering a webhook and fetching variables. |
Webhook | This action allows you to create a webhook request step that notifies the system about events that occur in an external system, and we will generate a URL that accepts POST calls with JSON-formatted payload. |
In Advanced actions, you can do the following:
Set value:
You can set a certain value for the variable, or input “{{“ to awake the Variable selector to select a variable as the value, the value will be displayed in Collected Leads https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58261530#Collected-Leads.
You can set value for Ticketing Field and the value will be displayed in Agent Panel > Inbox > Ticket. The fields are as follows:
Fields | Description |
|---|---|
Subject | Set a value for the Ticket Subject. |
Priority | Select the priority for the Ticket from the drop-down list. |
Status | Select and set the status for the Ticket from the drop-down list. |
Custom Ticket Variable | Set a value for the custom fields from Inbox Fields. |
You can use the "Ticket Status" variable in Set Value to set the Ticket as resolved without the need for manual operation by the Agent when the customer fails to reply within the time limit or when the flow ends. |
Send an email:
Configure the pre-defined email, the system will automatically send an email when it gets the visitor’s information.
HTTP Request:
You can make an HTTP Request component that includes triggering a webhook and fetching variables. You can find more details from HTTP Request steps in Flow Builder.
Webhook:
You can create a webhook request step that notifies the system about events that occur in an external system, and we will generate a URL that accepts POST calls with JSON-formatted payload. You can find more details from Webhook steps in Flows Builder.