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

A flow is the overall journey your end-user experiences. Flows are built using the drag-and-drop tools.

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

Triggers are actions that initiate a flow. A flow can only have one trigger. A flow needs a trigger to start.

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

 

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

Dial

Dial out to a different 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 like and 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 an 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

Transfer to a different phone line.

Messaging

SMS

Send a text message.

WhatsApp Send

Send text or images through WhatsApp.

Flow Logic

Condition

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

Counter

Allows for the user to 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

The Day of the Week action makes it incredibly easy to direct a caller based on what day it is.

External Web Call

Allows user to configure API to send and receive information with an external system.

Jump To & Jump From

Connects two flows together.

Pause

Allows you to configure a flow to wait for a set period of time before executing the the next action.

Percent Routing

Routes calls based on percentages of callers.

Regional Routing

Allows you to 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, zip codes.

Set (Variable)

The Set action allows you to set a new variable of literal value or rename an existing variable.

Switch

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

Call Recording (Preview)

Start Capture (preview)*

Allows you to begin recording a call.

Pause Capture (preview)*

Used to temporarily stop recording a call. Note: this will create a new audio recording file.

Resume Capture (preview)*

Used to restart the recording of a call after it has been paused.

Stop Capture (preview)*

Stops the recording of a call.

Intelligent Assistant

IBM Watson Assistant*

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

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 Langauge (beta)*

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

Translate (beta)*

Convert a piece of text from one language to another.

*Denote premium actions