Enhanced Workflow Execute

ENHANCED WORKFLOW EXECUTE allows you to integrate a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. with a CXone Mpower Agent application without having to configure a SNIPPET payload. This action triggers a workflow. Workflows include things such as displaying data about a contact The person interacting with an agent, IVR, or bot in your contact center. or creating a ticket. Other actions used in the script send the results and relevant data to the agent application when the agent answers the call. The other actions also pass any necessary information back to the CRM when the call completes. You can define a music file or other audio sequence to play for the contact while the script executes the workflow.

Dependencies

• Before you can configure this action, you must set up a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configuration in Agent Integrations in CXone Mpower. You can integrate CRMs with Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated.
• You must use a separate ENHANCED Workflow Execute action for each workflow you want to use in your script. You can include more than one ENHANCED Workflow Execute action in your script.
• To use the configuration wizard in this action, you must be logged in to CXone Mpower or log in to Studio using the Login button with your CXone Mpower username and password. If you log in with the Login with Session ID button when you are not logged in to CXone Mpower, the wizard will not appear. This is because access to the wizard depends on Global Authentication, which is only used when you log in with your CXone Mpower username and password.

• If you are integrating with HubSpot or Kustomer, you must include a CustomEvent action in the script. This CustomEvent sends results of the workflow to the agent application. In the CustomEvent action, you must configure these properties:

  • The TargetAgent property should be set to {Global:__agentId}.

  • The EventName property should be set to AgentWorkflowResponse.

  • The PersistInMemory property should be set to False.

  • The Data property should be set to {searchWorkflowOutputJson}.

• This action must be used with the Agent Workflow Configuration action. The Agent Workflow Configuration action's searchCacheKey property must be set to {__interactionId}.
• This action can only be used in CRM integration scripts.

Limitations

• Currently, ENHANCED WORKFLOW EXECUTE only works for Search workflows. In a future release, you will be able to use it to configure Create workflows as well.

• ENHANCED WORKFLOW EXECUTE only works for basic Search workflows. For more complex Search workflows, configure SNIPPET and WORKFLOW EXECUTE actions.

• When you configure Search workflows using the ENHANCED WORKFLOW EXECUTE action, agents cannot retrieve records by clicking Refresh in the customer card in the Agent application. That functionality will be made available in a future release.

Supported Script Types

Phone	Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
WorkflowConfigsPayload	The workflow configuration payload. This field is completed automatically by the action's configuration wizard.
Sequence	Define the prompt that the action plays. A prompt can be a prerecorded WAV audio file or text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS). If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the audio file is located in a different folder, include the path to the file. For example, if the script is in the root folder and the audio file is in a subfolder two levels down, enter "Subfolder\Subfolder2\Audio-file.wav". If the script is in a subfolder one level down from the root and the audio file is in a different subfolder on the same level, enter "\..\Subfolder\Audio-file.wav". If the prompt is text-to-speech, enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example:  "%Your account balance is" "silence.wav"  "${accountBalance}" For more information about formatting prompts in this property, including the string reference prefix characters to use, see the Prompts page. Some actions with the Sequence property have access to the sequence editor, which is a graphical interface you can use to create prompts. This action doesn't access this editor. However you can use the sequence editor from an action that supports it, such as Play. Add Play to your script and create your prompt sequence. Paste the sequence text from the Sequence field in Play into this action and then delete Play. Playing a prompt is optional for this action.
Phrase	Use this property to document the text that the prompt contains. The script doesn't use the text in this property. Because some prompts can be complex and contain multiple segments, it can be helpful to include the full text written without the formatting required by the Sequence property.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Condition	Description
Result Set	Enter the name of the variable that you want to hold the result of the specified workflow. The default variable is workflowResultOutput. This field does not require curly braces.
Error Args	Enter the name of the variable to hold information about the error. The default variable is workflowErrorOutput. You don't need to format the variable name with curly braces.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Success	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
Timeout	The path taken when the workflow execution exceeds the timeout value specified in the input.
ValidationError	The path taken when any input cannot be validated. This includes: Configuration ID: Must be a valid configuration ID from the Agent Integrations > Configurations page in CXone Mpower. Workflow ID: Must be a valid workflow ID from the the Agent Integrations > Configurations page in CXone Mpower. Workflow payload: Must be a valid JSON string.
InvalidWorkflow	The path taken when the specified workflow is invalid.
InternalError	The path to take when the action encounters an error.
NotConfigured	The path taken if Agent Integrations are not enabled for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment. Contact your Account Representative to have the feature enabled.

Select Actions and Workflows

1. In Studio, open the script where you want to configure a Search workflow.

2. Add an ENHANCED Workflow Execute action after BEGIN.

3. Select the ENHANCED Workflow Execute action and click Open Editor in the action's properties. This launches the Workflow Execute wizard.

4. In the Workflow Execute wizard, click Add Workflow Configuration.

5. Give this workflow a Workflow Name.

6. In the CRM Configuration Name drop-down, select the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configuration you want this ENHANCED Workflow Execute action to use. The drop-down displays the names of all the CRM configurations set up in Agent Integrations in CXone Mpower.
7. Under Select Workflow Type, select one of the following options:
   • Phone Number Search: Search for an ANI Also known as caller ID. Listed phone number of an incoming voice call. or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. Applies to voice, SMS Short Message Service; also known as text messaging., and WhatsApp interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
   • Email Search: Search for emails.
   • Dynamic Search: Search for specific record types and specific fields.
8. Click Next.
9. Configure a phone number search workflow

   1. In the Phone Number field, enter the ANI, DNIS, or variable you want to search. Variables should always be in brackets {}.
   2. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
   3. Click Create. A confirmation message appears.
10. Configure an email search workflow

    1. In the Email Address field, enter the email address or variable you want to search. Variables should always be in brackets {}.
    2. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
    3. Click Create. A confirmation message appears.
11. Configure a dynamic search workflow

    1. In the Search Parameters drop-down, select the record type you want to search. Click Add Entity. Repeat this for all the record types you want to search.
    2. Configure the fields for the entity.
       • In Field Name, select the CRM record field you want to search.
       • In Operator, select Equals or Not Equals.

       • In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:

         • Enclose the search value in single quotes (').

         • Enclose the search value in double quotes (").

         • Completely omit quotes.

         Variables should always be in brackets {}.

       Elinor Dashwood wants to search account and case records where the phone number equals a variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. In the Operator field for both entities, she selects Equals. Finally, in the Variable field for both entities, she enters {ANI}.

    3. To add another search parameter, click the plus icon and configure the Field Name, Operator, and Variable fields. Then select one of the following options to determine how the parameters will be used in the search:
       • AND: Results must meet both parameters.
       • OR: Results can meet either parameter.
    4. Click Next.
    5. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
    6. Click Create. A confirmation message appears.
12. Make sure the searchCacheKey property in the AGENT WORKFLOW CONFIGURATION action in your script is set to {__interactionId}.
13. Save your script.

Script Example

The following example shows the ENHANCED WORKFLOW EXECUTE action being used to integrate a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application with an Agent application.