Managing flows

A flow is a connected series of actions that make up the inbound participant experience. After adding flows, contact center admins can view and search existing flows and publish flows. You can use version control to manage different versions of your flows.

Requirements for managing flows

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Contact Center license
• One of more flows created

How to access flows

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.
   You will see the following information:
   • Name: The internal display name of the flow. If the flow has multiple versions, click the down arrow icon to view all versions. You can the display name by using the flow editor.
   • Description: The internal description of the flow. You can add or change a description by using the flow editor.
   • Status: The current status of the flow.
   • Last Modified: The associated date and time that the flow was last edited. This column also shows the display name of the user that made the edits.
   • Channel: The associated channel for the flow.
     • Voice
     • Video
     • Messaging: Corresponds to the messaging channel, which consists of:
       • SMS
       • Web chat
       • In-app chat
       • Facebook Messenger
       • WhatsApp
     • Email
   • Entry Points: The associated entry point for the flow.

How to duplicate, export, or delete 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. Locate a flow you want to edit. If the flow has multiple versions, click the down arrow icon to view all versions.
4. In the last column, click the ellipses icon , then click one of these options:
   • Manage Entry Point: Add or edit the flow's entry point.
   • Duplicate: Create a new flow by duplicating this flow.
   • Export: Export the flow.
   • Delete: Delete a flow or a specific flow version.