Flows

Flows allow you to create a visual representation of a conversation between your bot and a contact. This can make it easier to plan out an entire interaction. It allows you to see the relationship between intents, as well as places where you might need new or different intents.

The flow designer is a dot-grid canvas workspace where you can add contact messages and bot messages. As you add messages, they're automatically connected with lines to show the flow of the conversation as you build it.

You can add more than customer message after a bot message. This allows you to design a flow that includes the different kinds of requests your contacts make. For example, after the bot message "How can I help today?" you could add customer messages representing the tasks the bot can handle. These might be things such as "I need help with my account," "I have a past-due balance to pay," and "My membership expired, can I renew it?"

Create a Flow

1. Dans CXone, cliquez sur le sélecteur d'application et sélectionnezBot Builder.

2. Cliquez sur le bot avec lequel vous souhaitez travailler.
3. Cliquez sur les Dialogues dans le menu d'icônes de gauche.
4. Click the Flows tab.
5. To create a new folder for your flow, click the plus sign , enter a Name, and press Enter on your keyboard.
6. Select a folder and click Create flow.
7. Enter a Name and press Enter on your keyboard.
8. On the flow canvas, click the plus sign under the Start bubble and select either Customer Message or Bot Message.
9. In the message bubble, enter a message that the customer (contact) or bot might say to start this flow.
10. Click the plus sign under the first message and add the next customer or bot message.
11. Under each bot message, you can continue clicking the plus sign to add other customer messages. The flow designer automatically connects each additional customer message to the preceding bot message. You can add a different bot response under each customer message.
12. Continue adding contact and bot messages.
13. To delete a message, hover the cursor over the message on the flow canvas and click the trash can .
14. To navigate around the flow canvas, click and hold the canvas and drag the view around. The flow preview in the lower right corner shows you where the flow bubbles you're viewing are in relation to the whole canvas.
15. Use your mouse wheel to zoom in and out on the flow canvas view.
16. Changes to your flow are saved automatically.