Automation flows

Last Updated : Nov 15, 2023 |
Prolog information
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