To start creating a self-service flow, configure the basic settings on the Basic tab.
The basic settings are the following:
Name |
Function |
Name |
The self-service flow name. You can use the flow name for identification and search. |
Self-service Types |
Self-service flow types depending on the flow purpose:
Appointment Reminder: For notification of the customer about future events. Attribute Collection: For collecting information about the customer, such as customer intent. Customer Identification: For enabling agents to identify the customer. Wait Treatment Application (WTA): For providing treatment to customers while waiting for an available agent. Self-service Application: For providing general-purpose automated treatment to customers. Choose the type depending on the purpose of the self-service flow you create. After saving the flow as a draft, you cannot edit the selected value. |
Languages |
Self-service flow languages available for the customers. You can select as many languages as you require. |
Default language |
The default language for a multilingual self-service flow. You can choose the default language from the languages you select in the Languages field. |
Channels |
Channels for interaction with the customers:
|
Description |
Additional details about a self-service flow. This field is optional. |
Tags |
A label to mark and categorize the content. You can create multiple tags. This field is optional. |
