SmartFlows 101

This guide describes items to consider before building a flow and the foundations of the SmartFlows interface. Learn more about:

 

A flow represents the overall journey that your end user experiences. Flows are built by arranging Actions, Configurations, and Connectors onto your Board.

Flows can range in complexity from a simple workflow including a few actions for basic call routing, to an intricate workflow including connections to other applications your team uses (such as a CRM, automated marketing, contact center, and billing systems) and artificial intelligence capabilities (such as IBM Watson or Lex Bot).

 

Before You Begin

We recommend having a few elements in place prior to building a flow:

  • Plan your flow

    • To make building your flow as seamless as possible, design your end user journey before you build. Important questions to consider include :

      • How do your end users prefer to communicate: phone call, SMS, or third-party messaging app?

      • What initiates the flow?

      • What's the happy path? How many potential routes could the end user take?

      • For a voice flow, what kinds of audio messages do you want to include in your flow? Consider welcome menu prompts, error messaging, and dynamic audio readback via text-to-speech.

      • What kind of error handling needs to be included?

      • How does the flow end?

      • What key performance indicators do you want to track?

  • Pick your numbers

    • Based on your flow design and communication channel(s), identify the appropriate numbers to receive and send calls/messages.

    • For incoming communications, consider the initial kickoff of the flow (e.g., a main business number) and transfers to a specific department (e.g., routing to HR) or representative (e.g., Contact Center representative expertise based on end user inquiry).

    • For outgoing communications, consider the best number to use for dialing out to end users (i.e., use a number they will recognize and are likely to answer) or communicating via SMS (i.e., using a vanity SMS short code to send a confirmation message).

  • Draft your audio

    • Audio files can be included in your flow for menu options, playing messages, or prompting callers for a specific response. SmartFlows offers text-to-speech capabilities, or you can upload and store audio files through the Audio Library.

  • Have any integrated system or application account information handy

    • From CRMs to third-party messaging apps, some basic details are necessary to set up the connection between SmartFlows and external tools.

    • Check out the External Web Call action for more information about configuration inputs.

 

Accessing SmartFlows

You can access SmartFlows through the CPaaS Portal or the IntelePeer Customer Portal .

CPaaS Portal

  1. Log in to your account through the CPaaS Portal (https://atmosphere.intelepeer.com/login).

  2. Click SmartFlows in the menu bar at the top of the page. SmartFlows automatically opens on the Flows page.

     

IntelePeer Customer Portal

  1. Log in to your account through the IntelePeer Customer Portal (https://customer.intelepeer.com).

  2. Under My Applications, click SmartFlows. SmartFlows automatically opens on the Flows page .

     

SmartFlows Pages

SmartFlows functionality is split across three pages used to manage all aspects of your flow:

  • The Flows Page: The default page when you open SmartFlows. From here you can build a flow, search for a specific flow, and interact with previously created flows.

  • The Audio Library Page: The home for all audio files used in any flows within your account. From here you can upload, search for, and interact with previously stored audio files.

  • The Number Assignment Page: The inventory of "numbers" associated with your account and their use in your flows. "Numbers" refer to any item that might be used for communications (e.g., phone numbers, toll-free numbers, short codes, Facebook Messenger credentials, WhatsApp ID, etc.). From here you can assign numbers to a flow, search for numbers, view current number assignment details, and remove numbers from flows.

Navigate between the SmartFlows pages via the menu on the left-hand side of the screen.

 

For more information about SmartFlows, check out: