Using the flow editor

A flow is a connected series of actions that make up the inbound participant experience. After adding a flow, contact center admins can use the flow editor to configure flow widgets and make connections between widgets to determine the inbound participant experience.

This article covers: 

• How to access the flow editor
• How to use flow editor controls
  • Controls when selecting a widget 
  • Controls on the top-left section
  • Controls on the top-right section
• How to use flow editor shortcuts
• How place new widgets in the flow
• How to move existing widgets
• How to specify connections between widgets
• How to customize the display name of a widget
• How to delete connections
• How to select multiple widgets using the drag selection tool

Prerequisites for using the flow editor

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

Note: Before you can edit a flow, it must be in Draft status. If the flow is published, create a draft version of the flow so the flow is in Draft status.

How to access the flow editor

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Click the display name of an existing flow.

How to use flow editor controls

After accessing the flow editor, you can use these controls:

Controls when selecting a widget

Note: You can also use these controls after using the group selection tool to select multiple widgets.

• Trash icon : Delete the selected widgets.
• Copy icon : Copy the selected widgets. The copy will appear below the selected widget; and the word Copy will be appended to the widget name. You can also use a shortcut for this.

Controls on the top-left section

• Display name: Click the pencil icon to change the flow's internal display name and description.
• Flow status (Archived, Draft, or Published): Displays the flow's status.
• Version: Displays the current version you're viewing.

Controls on the top-right section 

• Save: Save the flow. This option only displays when editing a flow in Draft status.
• Publish: Publish the flow. This option is only visible if the flow is not published.
• Ellipses icon :
  • Debug: Debug the flow.
  • Create Draft Version (only available if the flow is in Published status): Create a new draft version of the flow.
  • Delete Version: Delete a specific version of the flow.
  • Export: Export the flow.
• Debug icon : Display the debug log.
  Note: This icon is only visible after debugging the flow.
• Code icon: Show the raw parameters and values of the flow.
• Undo icon : Undo the last action.
• Redo icon : Redo the last action.
• Plus icon : Zoom in to the flow editor canvas.
• Minus icon: Zoom out of the flow editor canvas.
• Arrow icon: Change to group selection tool. This tool allows you click and drag to select multiple widgets. After selecting multiple widgets, you can access the widget controls like copy and delete.

How to use flow editor shortcuts

You can also use these flow editor shortcuts:

• Ctrl/Cmd+Z: Undo the last action.
• Ctrl/Cmd+C: Copy the selected widget.
• Ctrl/Cmd+V: Paste the copied widget.
• Scroll up using scroll wheel: Zoom in to the flow editor canvas.
• Scroll down using scroll wheel: Zoom out of the flow editor canvas.

How place new widgets in the flow

1. Access the flow editor.
2. Click, drag, then drop a widget from the left-side widget panel to the preferred location in the flow editor canvas (gray area with a grid of dots).
   Note: If you don’t see the panel, click the right arrow to open the widget panel.

How to move existing widgets

1. Access the flow editor.
2. Hover over the display name of an existing widget.
3. Drag and drop the widget to another location in the flow editor canvas (gray area with a grid of dots).

How to customize the display name of a widget

1. Access the flow editor.
2. Select the widget you want to rename.
3. In the right-side settings panel, click Rename.
4. Enter a display name, then click Save.

How to specify connections between widgets

1. Access the flow editor.
2. Hover over an exit setting of an existing widget. Your mouse cursor will change to a cross or plus sign.
3. Click and drag your cursor to another widget.

How to delete connections

1. Access the flow editor.
2. Hover over an existing connection and select it.
   Note: You can select multiple connections. Your cursor will turn to a hand when hovering over a connection.
3. Click Delete.

How to select multiple widgets using the drag selection tool

You can select multiple widgets using the drag selection tool.

1. Access the flow editor.
2. Click the drag select icon in the top-right corner to activate the tool.
   Note: The icon will become a solid blue color to indicate it’s active.
3. Click on an empty part of the flow editor canvas, then drag to resize the selection box to select multiple widgets.
4. Perform one of these action to edit multiple widgets:
   • Click and drag the selection to move the selected widgets.
   • Click the trash bin icon to delete the selected widgets.