Overview: Routing a published workflow (Edify Console)

Edify Console > Workflows > 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.

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Overview

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:

  • Phone Number

  • Web Chat

  • Queue

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.

  • Interaction Status/Action - Route a workflow to a specific queue status or action. These workflows trigger when an interaction changes to a specific status, like if an interaction changes to Bot status or Completed status.

  • Waiting Milestone - Route a workflow to a specific waiting moment in the customer’s experience. Here are some examples:

    • Timed Workflows - Route a workflow to a specific amount of customer wait time, like how if you routed a workflow to run in the Billing 1 Q for when a customer waits in the queue for 45 seconds and then loop that message every 45 seconds after that. This is a timed workflow. For timed workflows, you’ll route the workflow to the timed workflow container in the queue.

    • Max Wait - Route a workflow to the queue’s maximum wait time. Since you can define a maximum amount of time a customer waits before becoming connected to a queue user, trigger a workflow to run to manage this experience. For example, you could route a workflow to run when a customer waits in queue for 120 seconds that then sends the customer to a voicemail or to another place, like an overflow queue. That is a max wait workflow. For max wait workflows, you’ll route the workflow to the max wait container in the queue.

    • Exit No Agents - Route a workflow to the moment when a queue is unmanaged. When no one is logged into the queue, trigger a workflow to run to manage that experience. This is an exit no agent workflow. For exit no agent workflows, you’ll route the workflow to the exit no agents container in the queue.

  • Interaction Workspace - Route a workflow to a specific area of the interaction. You can route a workflow to a few areas, like the Run Workflow menu. Either way, routing a workflow to this workspace gives the queue user access to running workflows themselves to more effectively resolve the interaction.