To create a flow, you must know what queues and attributes are configured and what customer information to collect. Based on this input, choose interactions for a flow in Automation. After you define the basic parameters of the flow, such as name, languages, and channels, you can add interactions. Choose the type of interaction and configure general settings. When choosing question types, consider what data to receive.

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 configure. If you activate the retry option, Automation repeats the question. If no retries are available to the customer, the flow continues according to the configured dynamic path. For example, you can choose to continue with an announcement about the ending of automation. For the Voice channel, the no-answer timeout is not configurable. The default value is 8 seconds.

For each interaction you create, add text or audio that is available to the customers.

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

For True/False and Options questions, the answers can be used to construct the dynamic paths for the flow. A dynamic path for the flow depends on the answers received from the customer.

The last step is to match the defined questions with the queues, engagement attributes, and customer identification information to collect. You can configure the integration according to your needs. For example, you can set up queue and attributes if you do not need customer identification information for the flow.