In Orchestration, you can use a default workflow, create a new workflow, or import a workflow.

Default workflows

Default workflows are preconfigured to start routing interactions. Default workflows are read-only and you can open a default workflow to view it. You can use a default workflow as a template for a new custom workflow by opening the default and saving with a new name. Orchestration discards edits to a default workflow unless you save the changes as a new workflow.

New workflows

For a new workflow, create a sequence of tasks and configure the task properties according to your needs. When you complete and save the workflow, Orchestration saves it as a draft workflow. If you need to introduce changes into the workflow, you can edit the workflow. Deploy the workflow when it is ready for use in the contact center.

Imported workflows

You can import a workflow as a JSON file. When you import a workflow, Orchestration saves it as a draft workflow. If you need to introduce changes into the workflow, you can edit the workflow. Deploy the workflow when it is ready for use in the contact center.