This post was most recently updated on July 28th, 2022
Inbound participant experiences are comprised of a series of actions connected to each other to form a flow. In order to start the flow creation process, contact center administrators can add a new flow to the application. In order to create and modify channel workflows, you will need to use the flow editor, which is a graphical programing environment for creating and modifying channel workflows once you have added a flow.
There are a number of topics covered in this article, including:
How to add a flow
How to duplicate a flow
Prerequisites for adding a flow
Ownership or administrative privileges of the account
Accounts that are either Pro, Business, or Education accounts
In order to use Zoom Contact Center, you must have the following licenses:
How to add a flow
Using Zoom’s web portal, you can sign in to your account.
Select Contact Center Management from the navigation menu and then click the Flows option.
Click on the Add button.
Please specify the following information:
Channel: For the flow, you will need to select the channel.
Voice: Contact centers work on the principle of consumers entering a phone number to reach a contact center agent and interacting with him over the phone.
Video: A consumer enters the contact center system via a website entry point, and interacts with agents over video using an entry point on the website.
Web Chat: A contact center system allows consumers to access it through a website entry point and communicate with agents through web chat, which is provided on that website.
SMS: By entering a phone number into the contact center system, consumers can interact with agents via SMS, which is how they enter the system.
Name: To make it easier for you to identify the flow, enter a display name for it.
Flow Description (Optional): The flow should be described in a few words.
Version Description (Optional): The first version of the flow should be described in the description field
Then click the Add button.
There will be an addition to the flow list as soon as the flow has been created.
The flow editor can be accessed by clicking on the newly-created flow after it has been created.
How to duplicate a flow
If you would like to create a copy of a flow, you can duplicate it. There will be no change to the flow settings on the copy, except for the entry point settings, which will remain the same.
The Zoom web portal can be accessed by logging in to your account.
Select Contact Center Management from the navigation menu and then select Flows from the drop-down menu.
The first thing you need to do is locate the flow you wish to duplicate.
Click the ellipses icon (…) that is displayed in the last column, and then click the Duplicate button.
Please provide the following information:
Name: In order to make it easier for you to identify the flow, enter a display name. There will be an automatic copying of the previous flow’s display name and the appended “copy” to the end of it will be used by Zoom.
Please provide the following information as a description (optional): The flow needs to be described in some way.
