Default messaging, chat, and voice workflows

The default workflows for voice, messaging, and chat are similar, and you can use these workflows as a starting point to design your own workflows. The following is an overview of how the default voice, messaging, and chat workflows operate.

After these workflows initially trigger at the Start Task, the Start Automation task initiates the default Automation flow which allows you to collect customer identification data, required attributes, and routing data. If the customer chooses to connect with an agent after receiving automated treatment, the Connect Agent task starts. The Connect Agent task includes two tasks that trigger when no agents are immediately available: a Business Strategy task with a sample customer wait time rule and a Give Treatment task that initiates the default Automation flow which provides wait treatment to customers while they are waiting for an available agent. When an agent accepts the interaction, the default workflow moves on to the Agent Connected task. The agent can transfer the customer, initiate a consultation call, or end the interaction. For Voice interactions, the Consult task provides wait treatment for the agent initiating a consultation. The Disconnect task disconnects the customer from the interaction when the interaction is over, or an error occurs.

Default email workflow

The default email workflow is basic and allows you to quickly start routing email interactions to agents when your basic configuration is in place. You can configure an automatic response that Orchestration sends whenever your email account receives an email.

Default workflow for emergency calls

OneCloud Emergency notification is a read-only default workflow that OneCloud - EMERGENCY_CALL_INITIATED event triggers when an agent performs an emergency call from the contact center. Apart from the Start Task and the End task, the workflow contains a SendEmergencyEmail task. The task is responsible for sending an email notification to the email addresses that a tenant administrator specifies in Application Center Administration. The task is available only in the workflow. The palette does not include the task.

Default workflow for outbound calls with Proactive Outreach

After starting the interaction with the Start Task, Orchestration connects the customer with a suitable agent using an Agent Connected task. The agent can transfer the call to an external endpoint. In this case, the Connect Agent task ends with the Redirect To External output. The Disconnect task disconnects the customer from the interaction when the transfer is over, or an error occurs.

Workflows for Immediate Callback - Customer First

Immediate Callback - Customer First (IC-CF) requires two workflows, one for the callback offer and one for the callback delivery phase.

Callback offer

There is no default workflow available in Orchestration for the callback offer. You can create a copy and modify the OneCloud Voice default workflow to provide the callback offer to the customer. Design the callback offer workflow for your desired customer experience.

Callback delivery

OneCloud Voice Callback Delivery is the default workflow for the callback delivery. The workflow automatically connects to the default OneCloud Confirm Callback Self Service flow in Automation. Automation initiates the callback request. You can save the modified default workflow with a new name to update the new version.

This task is available to only Administrator users.