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.

This article covers: 

• How to add a flow
• How to duplicate a flow

Prerequisites for adding a flow

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

How to add a flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Click Add.
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.
     • Web Chat: Consumers enter the contact center system through an entry point on a website and interact with agents over web chat.
     • In-App Chat: Consumers enter the contact center system through an entry point on a mobile app and interact with agents over in-app chat. Learn more about the Contact Center iOS and Android SDK on the Zoom Marketplace.
     • SMS: Consumers enter the contact center system through a phone number and interact with agents over SMS.
   • 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.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to duplicate.
4. In the last column, click the ellipses icon (...), then click Duplicate.
5. 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.
6. Click Add.