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

1. Sign in to the Zoom web portal as an admin with the privilege to edit flow settings.
2. In the navigation menu, click Contact Center Management then Flows.
3. Click Add Flow.
4. 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
5. Click Add.
   The flow will be added to the flow list.
6. 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.

1. Sign in to the Zoom web portal as an admin with the privilege to edit flow settings.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to duplicate.
4. Click the right arrow to the left of the flow name to view all versions.
5. In the last column, click the ellipses icon , then click Duplicate.
6. 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.
7. Click Add.