GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
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
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

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

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

BUSINESS USERS
Reports
Introduction
Reports List

Introduction to Experience Flows

What Are Experience Flows?

An experience flow is a step-by-step process that helps you define the end-to-end customer experience at a contact center for each communication channel. Experience Flows can be built using the Experience Flow Designer.

What Is the Experience Flow Designer?

The Experience Flow Designer is a tool that allows you to quickly set up both simple and complex customer experiences. It is a drag-and-drop work surface that enables you to link together blocks of actions called nodes. These nodes help you map the customer experience from the initial contact to the query allocation to an agent, a bot, or both. 

The Experience Flow Designer also allows you to link SmartAssist to an XO Platform Bot to handle the customer request, potentially resolve it, or otherwise transfer it to an agent. 

Why Use the Experience Flow Designer?

There are a few benefits to using the Experience Flow Designer:

  • The Experience Flow Designer provides visibility on how the use cases, waiting experience, the default, and the other contact flow modules work together.
  • It allows you to design and view the end-to-end customer experience flow in one place.
  • This open visual canvas lets you drag nodes, link them together, and create clear customer experience flows without coding. 
  • You can build experiences based on whether you want customers to interact with a bot, be transferred to an agent, or be deflected from voice to chat. 
  • It allows you to create waiting experiences for situations when customers wait for an agent to accept the conversation request.
  • It lets you design default flows and define how the application behaves in regular scenarios. 

The Experience Flows Live Board

You can find the Experience Flows Live Board by navigating to Configuration > Experience Flows.

The following details are available on the Experience Flow Designer page:

Field Description
Flow The name of the Experience Flow.
Actions Displays the following icons: 

  • Update, which allows you to update the main configuration for the selected Experience Flow entry (Name, Description, and Channel).
  • Delete, which lets you remove the Experience Flow entry. 
Description Displays the description of the Experience Flow entry.
Channels Displays a list of channels attached to each flow and the flow types (call or chat).
Status Displays the status ‘Published’ if the conversation has been published; otherwise, it displays ‘In Development.’

Experience Flows Section Features

The features that you can access on the Experience Flow Live Board are the following:

  • Use the Search option to enter keywords and search for a specific Experience Flow.

  • Sort entries by clicking the Flow header:
    • ↑ – sort alphabetically, in ascending order. 
    • ↓ – sort alphabetically, in descending order.

  • Click any Experience Flow to access the Experience Flow Designer and configure the selected entry.

    Note: To update the Name, Description, or Channel of an entry, click the corresponding Update icon under Actions. 

  • To delete an Experience Flow, click the Delete icon under Actions.

    Caution: You cannot restore deleted flow entries. Please proceed with caution. 

Introduction to Experience Flows

What Are Experience Flows?

An experience flow is a step-by-step process that helps you define the end-to-end customer experience at a contact center for each communication channel. Experience Flows can be built using the Experience Flow Designer.

What Is the Experience Flow Designer?

The Experience Flow Designer is a tool that allows you to quickly set up both simple and complex customer experiences. It is a drag-and-drop work surface that enables you to link together blocks of actions called nodes. These nodes help you map the customer experience from the initial contact to the query allocation to an agent, a bot, or both. 

The Experience Flow Designer also allows you to link SmartAssist to an XO Platform Bot to handle the customer request, potentially resolve it, or otherwise transfer it to an agent. 

Why Use the Experience Flow Designer?

There are a few benefits to using the Experience Flow Designer:

  • The Experience Flow Designer provides visibility on how the use cases, waiting experience, the default, and the other contact flow modules work together.
  • It allows you to design and view the end-to-end customer experience flow in one place.
  • This open visual canvas lets you drag nodes, link them together, and create clear customer experience flows without coding. 
  • You can build experiences based on whether you want customers to interact with a bot, be transferred to an agent, or be deflected from voice to chat. 
  • It allows you to create waiting experiences for situations when customers wait for an agent to accept the conversation request.
  • It lets you design default flows and define how the application behaves in regular scenarios. 

The Experience Flows Live Board

You can find the Experience Flows Live Board by navigating to Configuration > Experience Flows.

The following details are available on the Experience Flow Designer page:

Field Description
Flow The name of the Experience Flow.
Actions Displays the following icons: 

  • Update, which allows you to update the main configuration for the selected Experience Flow entry (Name, Description, and Channel).
  • Delete, which lets you remove the Experience Flow entry. 
Description Displays the description of the Experience Flow entry.
Channels Displays a list of channels attached to each flow and the flow types (call or chat).
Status Displays the status ‘Published’ if the conversation has been published; otherwise, it displays ‘In Development.’

Experience Flows Section Features

The features that you can access on the Experience Flow Live Board are the following:

  • Use the Search option to enter keywords and search for a specific Experience Flow.

  • Sort entries by clicking the Flow header:
    • ↑ – sort alphabetically, in ascending order. 
    • ↓ – sort alphabetically, in descending order.

  • Click any Experience Flow to access the Experience Flow Designer and configure the selected entry.

    Note: To update the Name, Description, or Channel of an entry, click the corresponding Update icon under Actions. 

  • To delete an Experience Flow, click the Delete icon under Actions.

    Caution: You cannot restore deleted flow entries. Please proceed with caution.