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 or the How to Use Variables in SmartFlows page for more examples of how you can use variables within your flows.
Actions
Triggers
Campaign
Prepares a flow to be triggered by an Engage campaign. When you drag this action onto the board, the default name is "ICAMP".
Inbound API
Initiate a flow from an external system. When you drag this action onto the board, the default name is "IAPI".
Inbound Call
Prepares a flow to be triggered by an incoming call. When you drag this action onto the board, the default name is "ICALL".
Inbound SMS/MMS
Prepares a flow to be triggered by an incoming SMS or MMS. When you drag this action onto the board, the default name is "ISMS/IMMS".
Schedule
Begin a continuous workflow, repeating at a specific interval. When you drag this action onto the board, the default name is "ISCHEDULE".
Voice
Collect DTMF
Allows a user to input a response using their key pad. When you drag this action onto the board, the default name is "DTMF".
Dial
Call a specified phone line. When you drag this action onto the board, the default name is "DIAL".
Hang Up
Ends a phone call for users on both ends of the call. When you drag this action onto the board, the default name is "HANGUP".
Menu Tree
Create a menu of options for customers to choose from (an IVR menu). When you drag this action onto the board, the default name is "MENU_TREE".
Play Audio
Plays a clip of audio to the caller (text-to-speech or audio clip). Cannot be interrupted. When you drag this action onto the board, the default name is "AUDIO".
Press or Say
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. When you drag this action onto the board, the default name is "REC".
Send DTMF
Include a known DTMF value (e.g., extension for a specific department, meeting code for a conference call, etc.) and automatically move to the next step in your flow.
Transfer
Move your flow to a different phone line. When you drag this action onto the board, the default name is "TRANSFER".
Messaging
Send SMS/MMS
Send a text or multimedia message. When you drag this action onto the board, the default name is "SMS/MMS".
Flow Logic
Compute
Perform mathematical operations (i.e., Add, Subtract, Multiply, or Divide) within your flow. When you drag this action onto the board, the default name is "COMPUTE".
Condition
Allows an action to take a certain path given specific conditions of variables previously established in the flow. When you drag this action onto the board, the default name is "COND".
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. When you drag this action onto the board, the default name is "COUNTER_{Action ID Number}" (e.g., "COUNTER_21").
Day of Week
Direct a caller based on what day it is. When you drag this action onto the board, the default name is "DAY_OF_WEEK".
External Web Call
Send and receive information with an external system. When you drag this action onto the board, the default name is "EXTCALL".
Jump To & Jump From
Connect two flows together. When you drag this action onto the board, the default name is "JUMPTO" or "JUMPFROM".
Pause
Configure a flow to wait for a set period of time before executing the next action. When you drag this action onto the board, the default name is "PAUSE".
Percent Routing
Route calls based on percentages of callers. When you drag this action onto the board, the default name is "PERCENT_ROUTING".
Regional Routing
Route calls based on logic about the region, time zone, specific area code, or even specific ANI (caller number). When you drag this action onto the board, the default name is "REGIONAL_ROUTING".
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. When you drag this action onto the board, the default name is "REGEX".
Set (Variable)
Establish a new variable of literal value or rename an existing variable. When you drag this action onto the board, the default name is "SETVAR".
String Operations
Perform string operations (i.e., Substring, Position, Length, First, Last, or Concat) within your flow. When you drag this action onto the board, the default name is "STRING_OPERATIONS".
Switch
Change the path of the flow based on the evaluation of a specific criterion. When you drag this action onto the board, the default name is "SWITCH".
Call Recording
Start Capture*
Begin recording a call. When you drag this action onto the board, the default name is "START_CAP".
Pause Capture*
Temporarily stop recording a call. When you drag this action onto the board, the default name is "PAUSE_CAP".
Note: This will create a new audio recording file.
Resume Capture*
Restart the recording of a call after it has been paused. When you drag this action onto the board, the default name is "RESUME_CAP".
Stop Capture*
End the recording of a call. When you drag this action onto the board, the default name is "STOP_CAP".
Intelligent Assistant
GenAI IVA*
Connect a generative AI Intelligent Virtual Agent (IVA) to your flow.
Watson Assistant*
Integrate a conversational chat bot interface into your flow using IBM’s Watson. When you drag this action onto the board, the default name is "WATSONASSIST".
Lex Bot*
Integrate a conversational chat bot interface into your flow using Amazon Web Services (AWS). When you drag this action onto the board, the default name is "LEXBOT".
Natural Language Processing
Speech Recognition*
Convert an audio recording into text and return sentiment and tonality. When you drag this action onto the board, the default name is "SPEECHREC".
Sentiment*
Returns the attitude or feeling on a piece of text. When you drag this action onto the board, the default name is "SENTIMENT".
Detect Language*
Recognize the language of a piece of text and cater your flow to that language. When you drag this action onto the board, the default name is "DETECTLANG".
Translate*
Convert a piece of text from one language to another. When you drag this action onto the board, the default name is "TRANSLATE".
Lists
Add List Item
Allows you to dynamically add a record to a list, directly from your flow. When you drag this action onto the board, the default name is "LIST_ADD".
Delete List Item
Allows you to dynamically remove a record from a list, directly from your flow. When you drag this action onto the board, the default name is "LIST_DELETE".
List Lookup
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. When you drag this action onto the board, the default name is "LIST_LOOKUP".
Update List Item
Allows you to dynamically update a field (e.g., firstname, phone location) in a list, directly from your flow. When you drag this action onto the board, the default name is "LIST_UPDATE".
*Denote premium actions