In the context of the inbound participant experience, a flow can be described as a sequence of connected actions. It is possible for Contact center admins to add a flow and then use the flow editor to configure a flow widget and then connect widgets together to determine how the inbound participant experience will be displayed.

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

• How to access the flow editor
• How to use flow editor controls
  • Controls on the top-left section
  • Controls on the top-right section
• How to use flow editor shortcuts
• How place new widgets in the flow
• How to move existing widgets
• How to specify connections between widgets
• How to customize the display name of a widget
• How to delete connections
• How to select multiple widgets using the drag selection tool

Prerequisites for using the flow editor

• 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 access the flow editor

1. The Zoom web portal can be accessed by logging into your Zoom account.
2. Click on Contact Center Management in the navigation menu, and then click on Flows in the menu.
3. A new flow can be created or an existing flow can be viewed by clicking on the display name.

How to use flow editor controls

As soon as you have accessed the flow editor, you will be able to make use of the following controls:

Controls on the top-left section

• Display name: To change the display name of the flow, click the pencil icon at the top of the flow.
• There are three types of flow status (Archived, Draft, and Published): Provides information about the flow’s status.
• Version: Currently, you are viewing the version that is currently displayed.

Controls on the top-right section

• Save: The flow needs to be saved. It is only available when editing a flow that is in the Draft status that this option appears.
• Publish: The flow should be published. In order to see this option, you must not have published the flow.
• Ellipses icon (…):
  • Debug: It is important to debug the flow as soon as possible.
  • Delete: The flow can be deleted by clicking the delete button.
• You can display the debug log by clicking on the debug icon.
  Note: Only after you have debugged the flow can you see this icon.
• Code icon: Flow parameters and values will be displayed in their raw form in this section.
• There is an undo icon on the right side of the screen: Whenever you have done something, you should undo it.
• Redo icon: The last action you performed should be redone.
• Plus icon: The flow editor canvas can be zoomed in to see more details.
• Minus icon: Flow editor canvas can be zipped out if you wish to do so.
• An arrow with a blue background can be seen here: The drag selection tool will now be available for you to use.

How to use flow editor shortcuts

The following shortcuts can also be used in the flow editor:

• You can undo your last action by pressing Ctrl+Z.
• The flow editor canvas can be zoomed in by scrolling up using the scroll wheel.
• Zoom out of the flow editor canvas by scrolling down using the scroll wheel.

How place new widgets in the flow

1. The flow editor can be accessed by clicking here.
2. Using the left-side widget panel, you pick a widget, drag it, and drop it into the flow editor canvas (the gray area with dots) in the preferred location.
   
   Note : Please click the right arrow if you can’t see the widget panel. In order to open it, click the right arrow.

How to move existing widgets

1. The flow editor can be accessed by clicking here.
2. A widget’s display name will appear when you hover over it.
3. Using the flow editor canvas’s dragging and dropping functions, the widget can be moved to a new location in the flow (gray area with dots in a grid).

How to customize the display name of a widget

1. You will be able to access the flow editor once you have logged in.
2. You can rename a widget at any time by selecting it.
3. Click on Rename in the right-side settings panel on the left-hand side of the screen.
4. If you would like to change the display name, click the Save button.

How to specify connections between widgets

1. Flow editor can be accessed here.
2. Hovering over a widget’s exit settings will allow you to see the exit settings. A cross will appear on your mouse cursor or a plus sign will appear on your mouse.
3. Drag your cursor from one widget to another by clicking and dragging your cursor.

How to delete connections

1. The flow editor can be accessed by clicking here.
2. Select a connection that is already present by hovering over it.
   
   Note : Multiple connections can be selected at the same time. As soon as you hover over a connection, your cursor will turn into a hand.
3. You can delete the file by clicking the Delete button.

How to select multiple widgets using the drag selection tool

The drag selection tool allows you to select multiple widgets at the same time.

1. The flow editor can be accessed by clicking the button below.
2. In order to activate the drag and select tool in the top-right corner, click on the drag and select icon.
   
   Note : As soon as the icon becomes active, it will be a solid blue color, indicating that it is active.
3. To select multiple widgets on the flow editor canvas, click on a blank portion of the canvas, then drag the selection box to resize it to select more widgets on the canvas.
4. To edit multiple widgets at once, you can perform one of the following actions:
   • In order to move the widgets selected, you will need to click on the selection and drag it.
   • You can delete the widgets that have been selected by clicking on the trash bin icon.

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Frequently Asked Questions

How do you add a widget to zoom?

1. Logging into your Zoom account will allow you to access the Zoom web portal.
2. On the left-hand side of the navigation menu, click Contact Center Management, and then from the drop-down menu, select Flows, followed by Flows.
3. The display name of a flow can be edited by clicking on it.
4. It is located in the left-hand widget panel; it can be dragged and moved to the desired position in the flow by clicking and dragging it to the desired position.
5. Choose the Script widget from the list of widgets.

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