When creating a flow, you must consider the purpose of the flow. If you create a flow for a Start Automation task in Orchestration, you must know what queues and attributes are configured in Avaya Experience Platform™ Public Cloud and what customer information to collect. Based on this information, choose tasks for a self-service flow in Automation. After you define the basic parameters of the self-service flow, such as a name, languages, and channels, design the self-service flow. Choose the suitable tasks and configure their properties. When choosing question types, consider the answer format.

For each of the Announcement and Input tasks you create, add a text or audio that is available to the customers.

For questions with several options, the answers vary as the customers do not have available answers. For effective processing of the free-form inputs, such as yeah, y for yes, specify possible variations in a mapping table. Considering possible variations is important because they can impact routing.

For True/False and Options questions, you can use the answers to construct the exit paths for the flow. An exit path for the flow depends on the answers received from the customer.

For Chat and Messaging channels, you can configure a no-answer timeout.

When a customer does not answer the question during the predefined time, Automation ends the question and continues the flow as you configured. If you configure the retry option, Automation repeats the question. If no retries are available to the customer, the flow continues according to the configured exit path. For example, you can continue with an announcement about the end of automation. For the Voice channel, the no-answer timeout is not configurable. The default value is 8 seconds.

When creating a self-service flow for a Give Treatment task, match the defined questions with the queues, attributes, and customer identification information to collect. You can configure the integration according to your requirements. For example, you can set up a queue and attributes if you do not require customer identification information for the flow.