Atmosphere® SmartFlows Glossary

This glossary first defines generic SmartFlows terms, then describes the functionality of each SmartFlows action. Click on the action name to be brought to the action page for more detailed configuration instructions.

 

General SmartFlows Terms

Actions

The steps in the flow that determine what occurs. To use actions, drag and drop them from the left side Actions Menu onto the board.

Actions Menu

The list of available Actions located on the left side of the board. Here is where you select actions to drag and drop onto the board.

Audio Library

The Audio Library is where your prerecorded files are saved. This is also where you will store any responses that you record yourself.

Blocks

Blocks are the actual icons that you drag onto the board. Each block has an identifying number displayed on the tab on the top left corner based on the order in which the block was brought onto the board.

Board

The board is the graphical canvas on which you build each flow. You will drag and drop actions onto the board to start building.

Configurations

Each action has required and optional configurations. The configurations will appear on the right side of the board when you select an action. Configurations include inputs and paths.

Connector

The connector links an action to another action. It is the cord that links each block.

Deploy

Deploy your flow when you have all elements complete. As soon as you hit deploy, your flow will be active.

Execution

A complete experience across a flow, starting from the trigger action and ending with the completion of a flow.

Flow

The overall journey your end-user experiences. Flows are built using the drag-and-drop actions.

Flow Editor

The visual editing tool used to build your flow. This term encompasses the Actions, Board, and Configurations components.

Inputs

Each action has its own inputs. Some inputs are required while others add optional functionality. Inputs can be found to the right of the board when an action is selected.

Port

Ports live on both sides of each action block. The port is where a connector attaches to an action.

Save

Save your flow so that you can return to make adjustments at a later time.

Triggers

Actions that initiate a flow. A flow needs a trigger to start and can only have one.

Validate

Confirm all necessary configurations have been completed and the flow is functional.

Variables

Variables are placeholders for values that can be reused throughout the flow. For example, transcribed text will be assigned a variable that can be passed to another system in a web call. Variables follow this syntax:

TypeOfAction_#.WhatItHolds

Check out the How to Use Variables video for more examples of how you can use variables within your flows.

 

Actions

Triggers

Campaign

Prepares a flow to be triggered by an Atmosphere® Engage campaign.

Inbound API

Initiate a flow from an external system.

Inbound Call

Refer to the Number Assignments page to assign a number to the flow.

Inbound Facebook (Preview)

Prepares a flow for an incoming message to a Facebook Page.

Inbound SMS

Refer to the Number Assignments page to assign a number to the flow.

Inbound WhatsApp

Prepares a flow for an incoming WhatsApp message to a WhatsApp-approved ID.

Voice

Collect DTMF

Allows a user to input a response using their key pad.

Dial

Call a specified phone line.

Hang Up

Ends a phone call for users on both ends of the call.

Menu Tree

Create a menu of options for customers to choose from (an IVR menu).

Play Audio

Plays a clip of audio to the caller (text-to-speech or audio clip). Cannot be interrupted.

Press or Say (Preview)

Allow callers to provide input through speech or DTMF input using the dial pad on their phone.

Record Response

Record a portion of the call. You can select whether to only record the user, to only record your internal responder, or to record everything.

Transfer

Move your flow to a different phone line

Messaging

Send Facebook

Send a message through Facebook Messenger.

Send SMS

Send a text message.

Send WhatsApp

Send text or images through WhatsApp.

Flow Logic

Compute

Perform mathematical operations (i.e., Add, Subtract, Multiply, or Divide) within your flow.

Condition

Allows an action to take a certain path given specific conditions of variables previously established in the flow.

Counter

Keep track of certain events that happen during the flow. Every time the flow passes through the counter, it will increase or decrease by a user-specified number.

Day of Week

Direct a caller based on what day it is.

External Web Call

Send and receive information with an external system.

Jump To & Jump From

Connect two flows together.

Pause

Configure a flow to wait for a set period of time before executing the next action.

Percent Routing

Route calls based on percentages of callers.

Regional Routing

Route calls based on logic about the region, time zone, specific area code, or even specific ANI (caller number).

Regex

This is a syntax that enables the user to search and match strings for specific patterns. This can be used to extract valuable information from a chunk of text, such as credit card numbers or zip codes.

Set (Variable)

Establish a new variable of literal value or rename an existing variable.

String Operations

Perform string operations (i.e., Substring, Position, Length, First, Last, or Concat) within your flow.

Switch

Change the path of the flow based on the evaluation of a specific criterion.

Call Recording

Start Capture*

Begin recording a call.

Pause Capture*

Temporarily stop recording a call.

Note: This will create a new audio recording file.

Resume Capture*

Restart the recording of a call after it has been paused.

Stop Capture*

End the recording of a call.

Intelligent Assistant

IBM Watson Assistant*

Integrate a conversational chat bot interface into your flow using IBM’s Watson.

Lex Bot (Preview)*

Integrate a conversational chat bot interface into your flow using Amazon Web Services (AWS).

Natural Language Processing

Speech Recognition*

Convert an audio recording into text and return sentiment and tonality.

Sentiment*

Returns the attitude or feeling on a piece of text.

Tonality*

Returns the tone on a piece of text. Will be one of the following: Anger, Fear, Joy, Sadness, Analytical, Confident, Tentative.

Detect Language*

Recognize the language of a piece of text and cater your flow to that language.

Translate*

Convert a piece of text from one language to another.

Lists

Add List Item (Preview)

Allows you to dynamically add a record to a list, directly from your flow.

Delete List Item (Preview)

Allows you to dynamically remove a record from a list, directly from your flow.

List Lookup (Preview)

Allows you to lookup one or more fields (e.g., firstname, phone, location) from a list directly from your flow, and use that information in subsequent actions.

Update List Item (Preview)

Allows you to dynamically update a field (e.g., firstname, phone location) in a list, directly from your flow.

 

*Denote premium actions