Using the flow editor in zoom app

The participant’s experience during the inbound journey is made up of a series of actions that make up a flow. Admins who have added a flow will be able to use the flow editor to configure and connect flow widgets, which determines the experience participants will have when they call into the contact center.

Prerequisites for using the flow editor

• Ownership or administrative privileges of the account

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

• An active license for Zoom Contact Center is required

• Among the many flows that have been created, here is one

Note: There is a requirement that you must have a draft status on a flow before you can edit it. A draft version of the flow should be created if the flow has already been published so the status of the flow will be Draft.

How to access the flow editor

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. To display the name of a flow that already exists, click on its display name.

How to use flow editor controls

The following controls can be used once you have accessed the flow editor:

Controls when selecting a widget

Note: The groups selection tool can also be used to select multiple widgets after you have selected them using the controls.

• Trash icon : Select the widgets you wish to delete and click on the delete button.

• Copy icon : Select the widgets you would like to copy. There will be a copy of the selected widget below the widget that has been selected; and to the name of the widget, the word copy will be added. A shortcut can also be used to accomplish this task.

Controls on the top-left section

• Display name: In order to change the name and description of the internal display of the flow, click the pencil icon.

• Flow status (Archived, Draft, or Published): The status of the flow is displayed in this window.

• Version: You can view the current version of the program by clicking on it.

Controls on the top-right section 

• Save: The flow has been saved. When editing a flow in a draft state, this option will only appear when the flow is being edited.

• Publish: The flow should be published. Flows that are not published will not have this option available to them.

• Ellipses icon :

  • Debug: The flow needs to be debugged.

  • Flows that have been published will be able to create a draft version as follows: The flow should be drafted again and a new version should be created.

  • Delete Version: An individual version of the flow can be deleted.

  • Export: The flow can be exported.

• Debug icon : Debug logs are displayed as part of the debugging process.
  Note: Only after the flow has been debugged will this icon become visible.

• Code icon: Show the raw values and parameters of the flow so that you can see how it works.

• Undo icon : It is now time to undo what has been done previously.

• Redo icon : If you made a mistake in your last action, you should redo it.

• Plus icon : Take a closer look at the canvas of the flow editor.

• Minus icon: The canvas of the flow editor can be zoomed out.

• Arrow icon: Select the group selection tool from the toolbar. You can use this tool to select multiple widgets at the same time by clicking and dragging. The widget controls, such as copying and deleting, are available once you have selected multiple widgets.

How to use flow editor shortcuts

The following shortcuts can also be used in the flow editor:

• Ctrl/Cmd+Z: It is now time to undo what was done previously.

• Ctrl/Cmd+C: You can copy the widget that you have selected.

• Ctrl/Cmd+V: Copy the widget and paste it into the widget area.

• Scroll up using the scroll wheel: The flow editor canvas can be zoomed in to see the details.

• Scroll down using the scroll wheel: The canvas of the flow editor can be zoomed out.

How place new widgets in the flow

1. You will be able to access the flow editor once you click on it.

2. The widgets will appear in a widget panel on the left-hand side of the flow editor (gray area with a grid of dots) when you click, drag, and then drop them to the preferred location in the flow editor canvas.
   Note: To open the widget panel if you are not seeing it, click the right arrow icon in the top left corner of your screen.

How to move existing widgets

1. You will be able to access the flow editor once you click on it.

2. When you hover your cursor over an existing widget, you will see its display name.

3. I just drag the widget from one location on the canvas of the flow editor (gray area with dots on a grid) to another location on the canvas.

How to customize the display name of a widget

1. You will be able to access the flow editor once you click on it.

2. You can rename the widget by selecting it and clicking on it.

3. Click on the Rename option in the settings panel on the right side of the screen.

4. Click Save after you have entered a display name.

How to specify connections between widgets

1. The flow editor can be accessed by clicking here.

2. In order to exit a widget, hover your cursor over the exit setting. There will be a cross or plus sign appearing in the middle of your mouse cursor.

3. You can use your cursor to select another widget by clicking and dragging it.

How to delete connections

1. Use the flow editor to edit the flow.

2. Select a connection that already exists by hovering over it.
   Note: Several connections can be selected at the same time. Whenever you hover over a connection, you will see your cursor turn into a hand.

3. Then click the Delete button.

How to select multiple widgets using the drag selection tool

Using the drag selection tool, it is possible to select more than one widget at a time.

1. It is possible to access the editor for the flow.

2. In order to activate the tool, you need to click the drag and select button in the top-right corner.
   Note: As soon as you activate the icon, it will become solid blue, indicating that it is active.

3. In the Flow Editor canvas, click on an empty area of the screen and drag it to resize it so that multiple widgets can be selected at the same time.

4. You can edit multiple widgets by performing one of the following actions:

   • You can move the widgets you have selected by clicking on them and dragging them.

   • If you would like to delete the widgets you have selected, you can click the trash bin icon.