Adding or duplicating a flow
A flow is a connected series of actions that make up the inbound participant experience. Contact center admins can add a new flow to start the flow creation process. After adding a flow, you can use the flow editor, which is a graphical programming environment for creating and modifying channel workflows.
Requirements for adding a flow
- Pro, Business, or Education account
- Account owner or admin privileges
- Zoom Contact Center license
How to add a flow
- Sign in to the Zoom web portal as an admin with the privilege to edit flow settings.
- In the navigation menu, click Contact Center Management then Flows.
- Click Add Flow.
- Specify the following:
- Channel: Select the channel for the flow.
- Voice: Consumers enter the contact center system through a phone number and interact with agents over phone.
- Video: Consumers enter the contact center system through an entry point on a website and interact with agents over video.
- Messaging: Consumers enter the contact center system through an entry point on a website and interact with agents over web chat, in-app chat, SMS, Facebook Messenger, or WhatsApp.
- Email: Consumers enter the contact center system through a phone number and interact with agents over email.
- Name: Enter a display name to help identify the flow.
- Flow Description (Optional): Enter a description for the flow.
- Version Description (Optional): Enter a description for the first version of the flow
- Click Add.
The flow will be added to the flow list. - Click the newly-created flow to use the flow editor.
How to duplicate a flow
You can duplicate a flow to create a copy of it. All flow settings will be copied over to the copy, except for the entry point settings.
- Sign in to the Zoom web portal as an admin with the privilege to edit flow settings.
- In the navigation menu, click Contact Center Management then Flows.
- Locate a flow you want to duplicate.
- Click the right arrow to the left of the flow name to view all versions.
- In the last column, click the ellipses icon , then click Duplicate.
- Specify the following:
- Name: Enter a display name to help identify the flow. Zoom will automatically use the previous flow’s display name with “copy” appended to the end.
- Description (Optional): Enter a description for the flow.
- Click Add.