GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Experience Flow Nodes

The Experience Flow Designer canvas lets you configure nodes that represent various components of the experience flow.

The Start node is the starting point of any flow and is available by default. You can drag and drop the Start node (as well as any other nodes) anywhere on the canvas.

Available Node Types

Channel Node Description
Voice IVR Menu Allows you to add IVR menu options which callers can choose from by pressing a key on their phone. 
Voice IVR Digit Input Use this node to ask for digit input from callers – for example, a phone number or the last four digits of their credit card.
Voice Deflect to Chat This node transfers the current conversation from the voice to the chat channel by providing the customer with a link to connect and interact with an agent.
Voice
Chat
Conversational Input Lets you link Experience Flows to XO Platform bots to automate query handling.
Voice
Chat
Split Use this node to split inbound queries based on specific conditions.
Voice
Chat
Check Agent Availability This node lets you check agent availability based on skillset and decide the next node based on agent availability.
Note: This is an experimental node and may be deprecated in future versions of SmartAssist.
Voice
Chat
Check Business Hours Allows you to select the working hours and decide the next node depending on whether the query is received within or outside these working hours.
Voice
Chat
Message Prompt Use this node to provide messages to customers who contact you via voice or chat.
Voice
Chat
Run Automation This node is a subset of the conversation input node and helps run a specific dialog that you have built within your XO Platform Bot.
Voice
Chat
Agent Transfer This node allows you to explicitly transfer control from an existing contact flow to a live agent based on triggers.
Voice
Chat
Connect to API This node lets you make synchronous or asynchronous requests using SOAP or REST API calls.
Voice
Chat
Go To Flow This node helps navigate from a parent to a target flow that is already built within SmartAssist to cover a specific part of the customer interaction.
Voice
Chat
Script Task This node allows you to define a script for processing any context variables or other variables used within the experience flow.
Voice
Chat
Set Queue Use this node to define/modify Queue settings, default messages, and behavior.
Voice
Chat
End Flow This node allows you to define what message will be played to the customer when the flow ends.

Add Nodes

Method 1: Click the +” icon and select a node from the pop-up menu.

Method 2:  Drag nodes from within the Nodes Panel onto the Canvas, as shown in the demo below:

Configure Nodes

To configure any node added to your canvas, click the node. The configuration panel opens.

Rearrange Nodes

To rearrange nodes on your canvas, simply drag and drop them to the desired location.

Note: Only the node that you are dragging will change position. Any connecting nodes will remain in place, regardless of the direction of their connection.

Connect Nodes

Node connections are either made within the configuration of each node or by dragging and dropping the nodes on the canvas. The steps are the following:

  1. Hover over the node from which you want the connection to start. 
  2. Click the blue dot that displays underneath the node on hover. 
  3. Next, drag your cursor over the blue dot displayed on top of the connecting node and release. 
  4. A line should now be drawn between the nodes, with an arrow indicating the direction of the node connection.
  5. You can change the destination node by clicking the blue dot on top of the initial destination node, then dragging the connection line to the blue dot on top of the new destination node.

Delete Node Connections

To delete node connections, hover over the line connecting two nodes until a Delete button is displayed. Click the Delete button to delete the connection. The nodes remain on the canvas but will not be connected to each other anymore. To ensure a working flow, you must create another connection between the nodes or remove any unnecessary nodes. See the Delete Nodes section below for details.

Delete Nodes

To delete a node, click the Delete (bin) icon next to it.

Notes: 

  • You cannot restore deleted nodes unless you have previously saved a version that contains them. Restoring a version also means that you may lose other changes you made to the flow. Please proceed with caution. See Restoring a Flow for details.
  • You cannot delete the‘ Start’ node.

 

Experience Flow Nodes

The Experience Flow Designer canvas lets you configure nodes that represent various components of the experience flow.

The Start node is the starting point of any flow and is available by default. You can drag and drop the Start node (as well as any other nodes) anywhere on the canvas.

Available Node Types

Channel Node Description
Voice IVR Menu Allows you to add IVR menu options which callers can choose from by pressing a key on their phone. 
Voice IVR Digit Input Use this node to ask for digit input from callers – for example, a phone number or the last four digits of their credit card.
Voice Deflect to Chat This node transfers the current conversation from the voice to the chat channel by providing the customer with a link to connect and interact with an agent.
Voice
Chat
Conversational Input Lets you link Experience Flows to XO Platform bots to automate query handling.
Voice
Chat
Split Use this node to split inbound queries based on specific conditions.
Voice
Chat
Check Agent Availability This node lets you check agent availability based on skillset and decide the next node based on agent availability.
Note: This is an experimental node and may be deprecated in future versions of SmartAssist.
Voice
Chat
Check Business Hours Allows you to select the working hours and decide the next node depending on whether the query is received within or outside these working hours.
Voice
Chat
Message Prompt Use this node to provide messages to customers who contact you via voice or chat.
Voice
Chat
Run Automation This node is a subset of the conversation input node and helps run a specific dialog that you have built within your XO Platform Bot.
Voice
Chat
Agent Transfer This node allows you to explicitly transfer control from an existing contact flow to a live agent based on triggers.
Voice
Chat
Connect to API This node lets you make synchronous or asynchronous requests using SOAP or REST API calls.
Voice
Chat
Go To Flow This node helps navigate from a parent to a target flow that is already built within SmartAssist to cover a specific part of the customer interaction.
Voice
Chat
Script Task This node allows you to define a script for processing any context variables or other variables used within the experience flow.
Voice
Chat
Set Queue Use this node to define/modify Queue settings, default messages, and behavior.
Voice
Chat
End Flow This node allows you to define what message will be played to the customer when the flow ends.

Add Nodes

Method 1: Click the +” icon and select a node from the pop-up menu.

Method 2:  Drag nodes from within the Nodes Panel onto the Canvas, as shown in the demo below:

Configure Nodes

To configure any node added to your canvas, click the node. The configuration panel opens.

Rearrange Nodes

To rearrange nodes on your canvas, simply drag and drop them to the desired location.

Note: Only the node that you are dragging will change position. Any connecting nodes will remain in place, regardless of the direction of their connection.

Connect Nodes

Node connections are either made within the configuration of each node or by dragging and dropping the nodes on the canvas. The steps are the following:

  1. Hover over the node from which you want the connection to start. 
  2. Click the blue dot that displays underneath the node on hover. 
  3. Next, drag your cursor over the blue dot displayed on top of the connecting node and release. 
  4. A line should now be drawn between the nodes, with an arrow indicating the direction of the node connection.
  5. You can change the destination node by clicking the blue dot on top of the initial destination node, then dragging the connection line to the blue dot on top of the new destination node.

Delete Node Connections

To delete node connections, hover over the line connecting two nodes until a Delete button is displayed. Click the Delete button to delete the connection. The nodes remain on the canvas but will not be connected to each other anymore. To ensure a working flow, you must create another connection between the nodes or remove any unnecessary nodes. See the Delete Nodes section below for details.

Delete Nodes

To delete a node, click the Delete (bin) icon next to it.

Notes: 

  • You cannot restore deleted nodes unless you have previously saved a version that contains them. Restoring a version also means that you may lose other changes you made to the flow. Please proceed with caution. See Restoring a Flow for details.
  • You cannot delete the‘ Start’ node.