Overview: Routing a published workflow (Edify Console)
This article explains the concept of routing a published workflow to a destination, which is a concept of Workflows.
In this article
When you’re ready to use a published workflow, you’ll route it to a destination, like a phone number.
This route between the workflow and the destination is a connection between them. This connection is what tells the system to initiate the workflow to start running once an event happens at that destination. For example, a customer calls the phone number.
There are actually several ways that you can trigger a published event workflow to run.
Here is a quick list:
You can route to any of these destinations.
In short, once you’ve published a workflow, it’s ready to be connected, or routed, to a destination.
Here’s the process for routing the published workflow:
Step 1: Determine the routing destination
Step 2: Navigate to the routing destination
Step 3: Click the pencil icon to open the editor.
Step 4: Update the setting that tells the system you’re routing to a workflow and which one.
Step 5: Update the setting that defines the specific version that runs. You can pick a specific version number or the workflow that’s marked as ‘Current.’ We’ll select ‘Current’.
Step 6: Save the changes
This article outlines the details for routing to each destination.
Routing to a phone number
You can route a published event workflow to a phone number. When you route to a phone number, and a customer calls or sends a text message to it, the workflow is triggered, which means the workflow starts running and a workflow session is created.
Routing to a web chat
Routing a published event workflow to a web chat is similar to routing to a phone number. This is how it works. Once a customer initiates a chat session through your web chat client, the workflow is triggered. So, it starts running.
Routing to a queue
When routing to a queue, there are actually several options. This gives you control over exactly when the workflow should run.
Here’s a list of queue routing destinations.