Overview: Send Fax workflow module (Console)

This article explains the Send Fax workflow module in Console.

In this article

Overview

The Send Fax workflow module allows you to send faxes. You can configure the module to send a fax with a subject, message body, and file attachments to a recipient.

Use case

A common use case for the Send Fax module is in an embedded workflow that a queue user can run on demand.

Suppose that your organization needs, per regulatory requirements, to make information available to customers via fax. If a customer calls into a queue asking for information, the queue user can run an embedded workflow to retrieve the customer’s data (either from a CRM like Salesforce or an external database you manage). With the Look Up module, you can gather all of the information that your customer could need and assign the values as variables.

Then, you can use the Send Fax module to place variables to fax to the customer, using the data gathered by the Look Up module.

Continue reading this article for a breakdown of each of the fields on the Send Fax module.

Visual breakdown

• To: The To menu defines who to send the fax to. The options in this menu include:

  • • Source Number: The phone number of the customer on the associated interaction (if applicable).

    • Other: Any phone number capable of receiving faxes.

    • Variable: A variable defined prior to the Send Fax module that contains the phone number to send the fax to.

    • Note: You can add additional recipients by clicking Add.

• From: The From menu defines the number sending the fax. This menu populates a list of fax-capable phone numbers on your organization’s account.

• Subject: The Subject field defines the subject text of the fax. This appears on a cover page generated by the system that precedes any fax attachments.

• Body: The Body field defines description text of the fax. This appears on a cover page generated by the system that precedes any fax attachments.

• Attachments: The Attachments field is where you can add one or more document files (PDF, docx, or .tiff) to send in the fax. You can opt to either upload the file to the system or link to the file’s URL.

• Wait For Notification: The Wait For Notification toggle determines whether the module waits for receipt confirmation or failure from the recipient’s phone carrier. When toggled off, the module proceeds without waiting for confirmation from the recipient’s carrier. When toggled on, the module waits to receive notification before proceeding down the Succeed or Fail paths.