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This article explains how to route to a workflow in Console.
Overview
Overview
In Console, when you’ve created and published a workflow, the next step is to route it to a destination (like a phone number).
Routing a workflow means to configure the system to run a workflow whenever:
A phone number is dialed / messaged
A web chat is triggered
A condition is triggered on a queue
In other words, you can configure a phone number so that, when someone calls the phone number, the workflow runs.
Continue reading this article to learn how to route a workflow.
Route from a phone number
Route from a phone number
1. Log into Console at console.avaya.cx.
2. Navigate to Numbers > Phone Numbers.
3. Select the phone number that you want to route to the workflow.
4. Click the pencil icon to modify the phone number container.
5. In the Voice Route To menu, select Workflow.
6. In the Voice Route Data menu, select the workflow you’d like to run whenever the phone number is called.
7. In the Voice Route Workflow Version menu, select the version of the workflow you’d like to run whenever the phone number is called.
8. Click Save.
You can also follow these steps for inbound SMS by making changes to the Message Route To / Message Route Data fields instead.
Route from a web chat
Route from a web chat
1. Log into Console at console.avaya.cx.
2. Navigate ot CX > Web Chat.
3. Select the web chat you'd like to route to the workflow.
4. Click the pencil icon to modify the web chat container.
5. In the Route To field, select Workflows.
6. In the Route Data field, choose the correct combination of workflow and version from the list.
7. Click Save.
Route from a queue
Route from a queue
There are several options for routing from a queue:
Status / Action routing: 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.
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.
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