Creating engagement design workflow with conditional branches

Last Updated : Oct 15, 2024 |

About this task

You can create an engagement design workflow with conditional branches. For information on creating, editing, and managing workflows, see Configuring Workflows for Avaya Experience Platform™ Public Cloud.

Before you begin

Ensure that you log in to Orchestration as an account administrator.

Procedure

  1. You can use the Condition node in the workflow to test if the received queue is of a certain value. If it is, you can redirect the call to the corresponding VDN address of that queue.
    Add Virtual Agent pane
  2. The mapped Avaya Experience Platform™ Public Cloud queue name from the Dialogflow is stored in the variable DialogflowVoice.queue_received.queue, where DialogflowVoice is the name of the Add Virtual Agent node.
    Conditions pane
  3. You can cascade the Condition node in the workflow to support multiple queues in Avaya Experience Platform™ On-Prem.
    Conditions pane Redirect to External pane Redirect to External pane
Related information
Store voice virtual agent transcripts and retrieve from customer journey