An inbound participant experience is composed of a series of connected actions that form what is called a flow. The admins of the contact centers are able to view, search, and publish flows after adding flows to the system. Version control is a useful tool for managing different versions of your flow at the same time.

There are a number of topics covered in this article, including:

• How to access flows
• How to rename a flow’s display name or change its description
• How to publish a flow
• How to delete a flow

Prerequisites for managing flows

• Ownership or administrative privileges of the account
• There are three types of accounts: Professional, Business, and Education
• The license for Zoom Contact Center can be obtained here

How to access flows

1. The Zoom web portal can be accessed by logging into your Zoom account.
2. Select Contact Center Management from the navigation menu, and then click Flows from the drop-down menu.
   The following information will be displayed on the screen:
   • Name:  The name of the display flow is what you will see when you view the flow. If there are more than one version of the flow, you will be able to view them all by clicking the down arrow icon.
   • Channel: For each flow, there is an associated channel.
   • Entry Point: There is an entry point for the flow that is associated with it.
   • Status: The flow is currently in a state of flux.
   • • Archived: An archived version of the flow before the new version was created, which is the previous version of the flow that was archived.
     • Draft: The entry point of the flow is not active, so the flow cannot be started. The flow cannot be entered by consumers.
     • Published: Consumers can enter the flow through its entry point, which is active, so they can participate in the flow. Whether you are publishing your flow before or after it has been published, you will be able to debug it.
   • Last Modified: The last time the flow was edited is indicated by the associated date and time. There is also a display name of the person that made the edits in this column, which can be found below.

How to rename a flow’s display name or change its description

1. The Zoom web portal can be accessed by logging in to it.
2. Click on Contact Center Management in the navigation menu, then click on Flows in the menu.
3. Click on the flow you wish to edit and locate it on the screen.
4. Click the ellipses (…) at the end of the last column, and then click the Rename button.
5. After entering a new display name and description, click on the Save button to save the changes.

How to publish a flow

To allow consumers to be able to enter a flow, you must publish the flow in order to make its entry point active. The flow can also be debugged before or after it has been published.

1. The Zoom web portal can be accessed by logging in to your Zoom account.
2. Click Contact Center Management then click Flows in the navigation menu on the left side of the screen.
3. If you want to publish a flow with a Draft status, you need to locate it in your flow library. You can view all versions of a flow by clicking the down arrow icon if there are more than one version of the flow.
4. Publish can also be done by clicking the ellipses icon (…) in the last column, then clicking the Publish button.

How to delete a flow

1. To access the Zoom web portal, you will need to sign in.
2. Select Contact Center Management from the navigation menu and then select Flows from the drop-down menu.
3. Find the flow that you would like to delete and click on it.
4. Using the ellipsis icon (…), click the Delete button in the last column, then click on the ellipses icon (…).

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