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.
Actions | Description |
|---|---|
Send Content | |
Send a message | This action allows you to send a message to the visitor. |
Send an image | This action allows you to send an image file or URL to the visitor. |
Send a menu | This action allows you to send a menu to the visitor. |
Send quick reply options | 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. |
Collect Info | |
Collect name | This action allows you to collect the name of the customer. This data is saved to the variable "Name". |
Collect email | This action allows you to collect the email address of the visitor. This data is saved to the variable "Email". |
Collect phone number | This action allows you to collect the phone number of the visitor. This data is saved to the variable "PhoneNumber". |
Collect company name | This action allows you to collect the company name of the visitor. This data is saved to the variable "CompanyName". |
Collect comment | This action allows you to collect comments from the visitor. This data is saved to the variable "Comment". |
Collect variable data | 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. |
Flow Operations | |
Transfer chat | This action allows you to transfer the chat to a specific agent, department, or transfer the chat based on the Widget's routing rules. |
Go to Work Flow | This action allows you to transfer to another Flow when a present Flow is finished. |
Advanced | |
Set Value | This action allows you to set a value for name, email, phone number, company name, comment. |
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. |
Flow Templates
CloudFon CX provides three pre-built Flow templates. Using these templates, you can build your Custom Flow.
The table lists the following Flow templates.
Template | Description |
 | It is used to get contact information from your visitors. |
 | It is used to classify visitors by asking them questions and guide them to find the most suitable support agents or resources. |
 | 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.
（3）On the Flows page, click Create new flow.
（4）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.
The Flow builder page is displayed with the set of pre-built connected Flow Actions. To learn more about these actions, see Flow Actions.
（5）From the Actions menu, you can drag the Flow actions to the Flow Builder area and connect them in a guided workflow.
（6）Here, choose a Send a message action and enter the text. You can also delete the action during the Flow building process.
（7）You can also add a delay to flow responses to deliver multiple messages to the customer at a comfortable reading pace.
（8）The Flow builder also allows you to perform the following operations during your flow building process, such as Undo, Redo, Zoom In and Out, Auto Layout, and Shortcuts information. During flow building, the flow of many actions becomes complicated. The Auto Layout enables you to auto arrange the Actions and make the flow clearer. You can also Zoom In to see the details and Zoom Out to see the whole picture of the flow building process.
（9）Once your flow building process is complete, provide a name and click Publish.
（10）Click Back to go to the Flows page.
（11）The newly created Flow appears on the Flows page. Here, you can manage all the existing Flows, such as edit, copy, and delete.
