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Configuring Workflows for Avaya Experience Platform™ Public Cloud
Self-service flow design
A self-service flow consists of tasks that represent communication with customers or a flow stage.
Each task has one incoming and at least one outgoing connection. An incoming connection is a blue point next to the task. An outgoing connection is a black point next to the task. The number of outgoing connections depends on the number of exit paths you configure. An incoming point can accept several paths, while the outgoing connection can have only one path.
A self-service flow can contain the following tasks:
Task name |
Description |
|---|---|
Start |
The entry point of a flow. You can connect it with one task. The Start task has one outgoing connection point. |
End |
The endpoint of a flow. You can connect multiple tasks and outputs with this task. |
Announcement |
The task you add to provide information to the customer. No customer input is required. |
Select an Input |
The task you add to prompt the customer to answer. The response format depends on the question type you select. |
Store Context |
The task you add to set up integration with other components of Avaya Experience Platform™ Public Cloud. Use this task to configure attributes, queues, and customer identification information. |
Transfer |
The task you add to transfer the interaction to a queue. This task does not have outputs and can end the flow. |
By default, a self-service flow contains only Start and End tasks. To create a flow, add tasks, configure them and connect them with paths.