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:
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Plan your flow
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To make building your flow as seamless as possible, design your end user journey before you build. Important questions to consider include :
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How do your end users prefer to communicate: phone call, SMS, or third-party messaging app?
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What initiates the flow?
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What's the happy path? How many potential routes could the end user take?
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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.
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What kind of error handling needs to be included?
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How does the flow end?
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What key performance indicators do you want to track?
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Pick your numbers
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Based on your flow design and communication channel(s), identify the appropriate numbers to receive and send calls/messages.
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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).
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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).
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Draft your audio
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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.
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Have any integrated system or application account information handy
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From CRMs to third-party messaging apps, some basic details are necessary to set up the connection between SmartFlows and external tools.
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Check out the External Web Call action for more information about configuration inputs.
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Accessing SmartFlows
You can access SmartFlows through the CPaaS Portal or the IntelePeer Customer Portal .
CPaaS Portal
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Log in to your account through the CPaaS Portal (https://atmosphere.intelepeer.com/login).
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Click SmartFlows in the menu bar at the top of the page. SmartFlows automatically opens on the Flows page.
IntelePeer Customer Portal
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Log in to your account through the IntelePeer Customer Portal (https://customer.intelepeer.com).
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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:
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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.
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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.
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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: