Flows
Within Zoom Contact Center, a Flow refers to a series of steps or actions that guide how consumer interactions are handled. Through the Zoom web portal or via a JSON import, businesses can design Flows using interconnected widgets to map out consumer interaction paths. These Flows can include collecting consumer input, routing calls based on specific criteria, triggering automated actions, and integrating with third-party systems, providing a seamless and customizable experience.
Flows are highly customizable and can be designed to dynamically route users based on factors like consumers’ responses, identified data (e.g., account numbers), or predefined business rules. By stringing together these widgets, businesses can ensure that consumers are directed to the right resources, whether that’s a live agent, a virtual assistant, or a specific self-service option, leading to more efficient and personalized customer support.
Refer to Zoom’s Support Center for more information on managing and using Flows.
Widgets
Each widget serves a specific function, such as collecting user input, routing calls, sending automated messages, or initiating integrations with other systems. Widgets are typically pre-configured components that can be dragged and dropped into a Flow designer, allowing users to easily customize how consumers’ interactions are handled.
In practice, widgets can represent tasks like playing an audio message, capturing consumer responses via keypad inputs, making an HTTP call to external services, or triggering a survey. By linking multiple widgets together, users can create sophisticated workflows that address a wide range of consumer needs, helping ensure that interactions are directed efficiently and appropriately.
Within Zoom Contact Center, the following widgets are available:
The Start widget serves as the entry point to a Flow. For example, you can assign a phone number as the entry point for the start widget. This means that the Flow is started when an inbound call is made to the associated phone number, which you can select in the widget settings. After setting up the Start widget, admins can connect it to other widgets.
Used to route to custom text, image, or audio files. Also supports videos or slides (PDF) for video Flows.
For example, this widget can play a pre-recorded message while waiting in a voice Queue, or present slides while in a video Waiting Room.
Used to collect input from consumers through speech, interacting with menus, or pressing digits in their phones.
For example, this widget can be used for an interactive voice response (IVR) menu that routes to a certain Queue when consumers press 1.
Used to route voice calls to another Flow, Queue, Inbox, agent, or outgoing call, or to disconnect a call. For example, if you’ve already set up a Flow to route inbound calls using a Collect Input widget, you can use the Route To widget as a final step to route to a Queue.
Used to set destination widgets based on preset variables like time, date or operating hours; Variables from other widgets; and/or data from other Queues. For example, if you already set up a Collect Input widget to collect digit inputs, you can customize the Condition widget to route to a destination widget when the variable equals a specific number.
Used to request information from an external data source using HTTP. Supports standard HTTP call request types (GET, POST, PUT, DELETE) and pass query parameters as part of HTTP call requests. Keys, secrets, and other credentials are hidden by default in HTTP Call widgets.
Uses JavaScript to perform specific actions in the Flow so that you don't need to rely on the UI to build Flows. For example, an account can develop a robust JavaScript that queries a user’s phone number, looks it up in a database, and provides a greeting based on a match. This process would otherwise involve combining several widgets together to achieve the same result.
Used to set a global or custom variable by manually entering a value or passing a variable from another widget. For example, this widget can store a consumer’s account number after they enter it, which can then be used later in the Flow for personalized routing, displaying specific information, or validating the consumer’s identity.
Survey
Used to send a survey to consumers at the end of a Flow. Choose from the active consumer engagement surveys created in Survey Management, either text or voice, depending on the channel. This survey will override a Queue-level survey.
The Bot widget allows you to use a bot to provide interactive conversational assistance. Note: Requires Zoom Virtual Agent.
Settings
The Settings option for a contact center widget allows users to configure the specific behavior and parameters of that widget within a Flow. These settings typically include options to customize inputs, define actions, set conditions, and integrate external data sources. Users can adjust various aspects such as timing, triggers, thresholds, and other key variables to tailor the widget’s functionality to meet specific business requirements.
For example, in a routing widget, the Settings option might allow you to specify which department or agent group receives calls based on predefined criteria. In a message widget, settings could include customizing the text, audio, or language options. The Settings option is critical for fine-tuning how each widget operates within the broader Flow, helping ensure that consumers’ interactions are managed according to desired outcomes.
Exits
The Exit option in a contact center widget determines how and when an interaction leaves the current widget and proceeds to the next step in the Flow. It specifies the conditions or triggers that cause the Flow to move forward, such as completing a specific task, receiving input, or reaching a time limit.
For instance, in a menu selection widget, the Exit option might direct the interaction to a different widget based on the user’s choice (e.g., pressing “1” routes to billing, while pressing “2” routes to technical support). The Exit settings help ensure that the Flow progresses logically, guiding consumers through the appropriate steps or directing them to the correct resource based on predefined criteria.
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