Adding a flow in zoom app

An inbound participant experience is made up of a series of connected steps that make up what is known as the flow. In order for the process of flow creation to start, contact center administrators can add a new flow. In the flow editor, you can add flows to a channel, edit them, and add new ones, using graphical programming tools for the purpose of creating and modifying flow workflows within a channel.

Prerequisites for adding a flow

• Ownership or administrative privileges of the account

• Whether you are a Business, Education, or Pro account holder

• License for Zoom Contact Center can be purchased here

How to add a flow

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. Please click on the Add button.

4. Here is what you need to specify:

   • Channel: Make sure that the flow channel is selected.

     • Voice: It is through a phone number that a customer enters the contact center system and interacts with the agents via telephone.

     • Video: An online entry point on the contact center website allows consumers to enter the system and interact with agents through video conferences.

     • Web Chat: An entry point on the customer’s website leads them to the contact center system and they interact with agents by chatting over the web.

     • In-App Chat: A mobile app provides consumers with access to the contact center system and allows them to interact with agents through in-app chat so they can access information when they need it. On the Zoom Marketplace, you can find more information regarding the iOS and Android SDK for Contact Center.

     • SMS: Through the contact center system, consumers are able to contact agents through an SMS interface and enter their phone number into the system.

   • Name: In order to make the flow easier to identify, please enter a display name.

   • Flow Description (Optional): The flow of the flow should be described in a few words.

   • Version Description (Optional): The first version of the flow should contain a description of what it looks like

5. Click on the Add button.
   You will be able to find the flow in the list of flows after you have added it.

6. To use the flow editor, you need to click on the newly-created flow.

How to duplicate a flow

The process of cloning a flow can be done by duplicating it. There will be no changes to the entry point settings if the flow settings are copied over to the copy.

1. Zoom’s web portal can be accessed by logging in.

2. Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.

3. Duplicating an existing flow is as easy as finding it.

4. Click on the ellipses icon (…) at the end of the last column, then click on the Duplicate button.

5. The following information should be provided:

   • Name: Give the flow a name so that it can be identified more easily. When zooming back to the previous flow, the display name will be automatically used with the appended “copy” at the end.

   • Description (Optional): Give the flow a description by entering a few words.

6. Please click on the Add button.