Automation flows

Last Updated : Nov 15, 2023 |

Automation is the interface where you can create and manage assisted flows for Orchestration. Automation supports the following assisted flows:

  • Virtual agents

  • Self-service flows

  • Flows

Flows and self-service flows have the same functionality. A self-service flow is a new way to present the functionality of the flows. A self-service flow is a set of tasks that Automation visualizes on the canvas. The creation process is similar to building a workflow in Orchestration. You can create versions of self-service flows.

The following table shows Automation flows with respective tasks in Orchestration and describes their functionality:

Automation flows

Task in Orchestration

Function

Virtual agents

Add Virtual Agent

  • Collecting attributes

  • Collecting customer identification information

  • Identifying a destination queue for agent matching

Self-service flows

Start Automation

  • Collecting attributes

  • Collecting customer identification information

  • Identifying a destination queue for agent matching

Give Treatment

Wait treatment

Flows

Start Automation

  • Collecting attributes

  • Collecting customer identification information

  • Identifying a destination queue for agent matching

Give Treatment

Wait treatment
Related information
Getting Started with Automation