Flow Designer

The Flow Designer is a visual tool used to create and manage the logic of customer interactions. By connecting various widgets, you can define how calls, chats, and messages are routed through your system.

Flow Designer UI Overview

The UI consists of a canvas where you can drag and drop widgets, connect them with exit paths, and configure their settings in a side panel.

• Canvas: The primary workspace for building the flow logic.
• Widget Library: Contains all available building blocks (Start, Route To, Collect Input, etc.).
• Settings Panel: Configure the specific behavior of the selected widget.
• Validation: Real-time checking for disconnected paths or missing configurations.

External Data Lookups

To provide personalized experiences, Flows can interact with external systems like CRMs (Salesforce, Zendesk) or custom databases using HTTP Call widgets and Connectors.

HTTP Call Widget

The HTTP Call widget allows you to make real-time API requests during a flow session.

1. Add Widget: Drag the “HTTP Call” widget onto the canvas.
2. Select Method: Choose from GET, POST, PUT, or DELETE.
3. Configure URL: Enter the endpoint URL. You can use variables in the URL string (e.g., https://api.example.com/customer/{customer_id}).
4. Set Parameters: Add query parameters or request headers as needed.
5. Handle Response: Map JSON response fields to flow variables for use in subsequent widgets.

Caution

Always ensure that API keys and secrets are managed securely. ZCC masks these values by default, but you should limit API permissions to only what is necessary for the lookup.

Connectors

Connectors are pre-configured integrations managed at the account level that simplify the process of linking to 3rd-party applications.

• Purpose: They handle authentication and data mapping between ZCC and the external application.
• Use Case: Fetching a CRM record based on an incoming phone number (ANI) to perform a “Screen Pop” for the agent.

Configuration Steps

1. Define Variables: Create custom variables to store data fetched from external sources.
2. Integrate HTTP Call: Place the HTTP Call widget early in the flow (usually after the Start or Collect Input widget).
3. Conditional Routing: Use the Condition widget to route consumers based on the data returned (e.g., if customer_tier equals VIP, route to the High Priority Queue).
4. Publish: Save and publish the flow to make it active for its associated entry points.

Note

Best Practice: Use the Script widget if you need to perform complex data manipulation on the API response before routing.