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

Navigate the Experience Flow Designer

Once your Flow entry is created, the Experience Flow Designer is displayed. The initial ‘Start’ node is created by default, so you can begin creating the Experience Flow from it.

The Experience Flow Designer includes the following elements:

  • The top toolbar,
  • The Canvas, containing the default Start node and any nodes you might add later, using the Add New Node option,
  • The Nodes Panel,
  • The Canvas Map.

The Top Toolbar

The top toolbar provides access to the following:

  1. A Back button that lets you exit the designer and go back to the Experience Flow Live Board
  2. The Experience Flow Name provided while creating it, as explained above, under Adding an Experience Flow.
  3. The Last saved timestamp (The date and time when the flow was last saved).
  4. The Publishing status.
  5. A Test Flow button that triggers the following behavior, depending on the channel you configured for the flow:
    1. A chat window is displayed for the chat channel.
    2. A Softphone dialer pad is displayed for the voice channel.
  6. Publish: Click to publish the flow to the production environment.
  7. The Error status button displays the number of errors found within your flow. Click this button to view the errors.
  8. Clicking More Options (the three ellipses icon –) reveals the following features:
    1. Save Version: Click to save the current version of the experience flow.
    2. Flow Versions: Click to view the Flow Versions of the current experience flow and to restore a previous version.

The Nodes Panel

The Component selection menu (Nodes Panel) is where you can click the node you want to insert into the canvas. To learn more about the available node types, see Experience Flow Nodes.

The Canvas Map

The Canvas Map allows you to quickly visualize the canvas area you are working with. It is particularly useful when working with large flows. 

Saving Flow Changes

All changes are automatically saved to your Experience Flow.

Below is a sample Agent Transfer flow:

Navigate the Experience Flow Designer

Once your Flow entry is created, the Experience Flow Designer is displayed. The initial ‘Start’ node is created by default, so you can begin creating the Experience Flow from it.

The Experience Flow Designer includes the following elements:

  • The top toolbar,
  • The Canvas, containing the default Start node and any nodes you might add later, using the Add New Node option,
  • The Nodes Panel,
  • The Canvas Map.

The Top Toolbar

The top toolbar provides access to the following:

  1. A Back button that lets you exit the designer and go back to the Experience Flow Live Board
  2. The Experience Flow Name provided while creating it, as explained above, under Adding an Experience Flow.
  3. The Last saved timestamp (The date and time when the flow was last saved).
  4. The Publishing status.
  5. A Test Flow button that triggers the following behavior, depending on the channel you configured for the flow:
    1. A chat window is displayed for the chat channel.
    2. A Softphone dialer pad is displayed for the voice channel.
  6. Publish: Click to publish the flow to the production environment.
  7. The Error status button displays the number of errors found within your flow. Click this button to view the errors.
  8. Clicking More Options (the three ellipses icon –) reveals the following features:
    1. Save Version: Click to save the current version of the experience flow.
    2. Flow Versions: Click to view the Flow Versions of the current experience flow and to restore a previous version.

The Nodes Panel

The Component selection menu (Nodes Panel) is where you can click the node you want to insert into the canvas. To learn more about the available node types, see Experience Flow Nodes.

The Canvas Map

The Canvas Map allows you to quickly visualize the canvas area you are working with. It is particularly useful when working with large flows. 

Saving Flow Changes

All changes are automatically saved to your Experience Flow.

Below is a sample Agent Transfer flow: