Overview: Embedded Workflows container in Queues (Console)

This article describes the embedded workflow settings available for queues in Console.

Overview

In Console, the Embedded Workflows container within the Queue workspace is where you connect a workflow to the queue. This allows queue users to manually initiate a workflow during an active customer interaction or from a completed interaction.

Running an embedded workflow in App

Queue users can run an embedded workflow at any point in an interaction including while the interaction is actively being managed and after the interaction has been completed. Do the following to initiate an embedded workflow:

1. Navigate to the Run Workflow menu.

2. Select the desired workflow from the dropdown menu.

3. Press the Running Rabbit icon.

Container breakdown

Name

The Name field is where you enter a name for the workflow you are embedding into the interactions managed within the selected queue. The name is displayed for queue users in the Run Workflow menu.

Workflow

The Workflow menu is where you select the title of the published workflow that you want to run when the queue user selects this workflow option from the Run Workflow menu while working in an interaction.

Version

The Version menu is where you select which version of the defined workflow runs when the queue user selects it from the Run Workflow menu in an interaction.

Select CURRENT to run the workflow version that has been made current. This means there’s no need to update the container when a different workflow version is made current.

Type

The Type menu allows you to define when you want the workflow to be available. It allows you to define if the workflow is available to the queue user during an active interaction or during an interaction that has already been completed. The menu options are Active (live interactions) and Completed (interactions that have been closed).

Note: When a workflow is set to ‘Active’, the option will only appear in the Run Workflow menu during a live, connected interaction. When a workflow is set to ‘Completed’, the option will only appear in the menu during an interaction that has been closed and marked as complete.

Trash Can (icon)

The trash can button removes an Embedded Workflow from the selected queue. Removing this means that queue users will no longer see the workflow as an available option in the Run Workflow menu.

+Add

The +Add button adds another line item to the list for you to configure another Embedded Workflow.

Use case

Suppose you have a support queue where queue users often reference steps in a user manual. Customers often struggle to locate the manual online. To make the process easier for your customers and more efficient, you create an embedded workflow that sends the link to the instruction manual to the user’s mobile device.

• Name - Send Instruction Manual

  • • Send Instruction Manual is chosen because it explains exactly what the workflow does. This is important since this is the name displayed in the Run Workflow menu.

• Workflow - Instruction Manual

  • • The name of the Embedded workflow is selected here.

• Version - Current

  • • Current is selected here so the most applicable version of the workflow will always be used.

• Type - Active

  • • Active is selected here because queue users need to send the instruction manual to the customer while engaged in an active interaction with them.

Other use cases

• Customer notification message - During post-call work (wrap up status), the queue user can run an embedded workflow that sends the customer an email notification which includes a link to a post-call survey, a link to tracking information, or any other relevant follow up information.

• Start a scripted experience - During a live call (connected status), the queue user can start an embedded workflow that activates the Dynamic Scripting workflow tab which includes a series of troubleshooting steps for the queue user to walk the customer through.

• Requesting help - After placing a customer on hold (hold status), or during a live call, the queue user can start an embedded workflow that alerts one or several people, like managers and/or a team lead, via a chat message, text message or other communication channel. This notification lets others know that assistance is needed on an active interaction.