The modalities tab controls Task Distribution settings per modality. Currently supported are:

• Audio/Video (AV) - UI interactions for users described on Call Handling.
• Instant Messaging (IM) - UI interactions for users described on Instant Message Handling.
• External Task (ET) - UI interactions for users described on External Task Handling.
• Email (EM) - UI interactions for users described on Email Handling.

Configurable options

Depending on your enabled modalities, you can configure the following options:

Audio / Video

Nimbus Feature  to configure	Service Type / License			Detail description
	AR	ER	CC	AR = Advanced Routing, ER = Enterprise Routing, CC = Contact Center.
Inbound Conversations	✅	✅	✅	Enables this Service for the corresponding inbound modality allows you to select an Audio / Video Workflow, which handles incoming calls and video telephony. You only will see previews of a workflow. To edit, head over to the Configuration To get used to workflows, we recommend reading about Workflow Editing as well as our Workflow Templates. Read about Call Handling to see how the settings affect the end Users in the Nimbus portal.
Voice Messages Channel	✅	✅	See 🔍	✅Condition: Only applies to Services with “MS Teams-based” User assignment and an Audio / Video workflow applied. 🔍Learn more… A “MS Teams-based” Nimbus service can access a dedicated channel for voice messages. Workflows can use Activities such as "Voice Message" which will show Adaptive Cards in your MS Teams channel. 🤔Why is this feature not available for Skill-based (CC) services? Access to Voice Messages requires a Teams channel that users could have common access too. Contact Center services however do not have such a “share” or common MS Teams channel. Providing such a channel for Voice Messages would pose a data access risk, as Nimbus cannot control member access permissions on MS Teams.     ☝ Note when hanging voice message channels: Existing messages are not transferred. Expired sessions or missing permissions after a change may render cards from the previous channel inoperable. → We recommend to downloading your voice messages and/or "solve" your Adaptive Cards from the previous channel before switching, as any content is not transferred.
Outbound1 Conversations	-	✅	✅	When enabled, the Outbound Call feature allows … … Nimbus Users (Team Members) to impersonate and make a Call On Behalf of this Service. … Service Owners to leverage Flow Actions to schedule an Outbound Call for future handling by users. ✅Related Action: Outbound tasks are is created and updated using the Nimbus Power Automate Connector. Also refer to Use Case - Creating Nimbus Outbound Calls from a List of Scheduled Tasks. 💡 A scheduled Outbound Task (Call) will show up in Supervision Personal Dashboards and within “Service Outbound Tasks” style Dashboard Widgets.
Outbound1 with Workflow	-	✅	✅	✅Precondition: Service Owners must use the “Schedule an Outbound Call with Workflow” Flow Action to schedule the call. Enables this Service for Outbound Call with Workflow. Switching the toggle on allows you to select an Audio/Video workflow.

Instant Messaging

External Task

Email

Modality-based Workflows

🔍Note that each modality has a separate workflow selection pulldown. The availability of workflow entries depends on the following factors:

• Workflows being made available for that modality in the Configuration. For example, if no “Instant Messaging” workflow has been created before, the selection box will be empty.
• The respective Organization Unit of your service also determines which workflow entries are visible. If an administrator has moved the workflow away from your service's OU, the option disappears as well.
• When a workflow has unsupported activities or other issues, it will be marked with a warning in the selection dropdown.

💡All Workflows are only shown as previews. To edit the source workflow, head over to the Configuration and create / edit a workflow in the corresponding modality.

Switching Workflows

Before switching between your workflow please carefully read the advice below. To apply a new workflow, simply select the new entry and click “Save & Apply”. 

☝WORKFLOW CHANGES DURING SERVICE HOURS

Beware of potentially lost tasks: Clicking "Save and Apply" on Workflow changes has an an IMMEDIATE effect for all future incoming tasks on your service. An incomplete or erroneously edited workflow may cause interruptions to your daily operations, including lost tasks.

Note that upon a workflow change:
⮑ … Task Distribution in Nimbus starts at the moment a task was originally created with, using the workflow applied in settings at that time.
⮑ …. already queued tasks will not be affected by a workflow change.

🤔 How can I minimize disruptions to my Services?

Avoid changes to shared workflows during busy daily hours!

✅ Head to the Configuration > Workflows list and check if workflows are shown as "Used in Service". Note that multiple Services can use the same workflow.

✅ When you need the changes, work with a workflow copy. You can rename the copy, do testing first, then switch over once you are satisfied.

✅ Additional precautionary steps:

→ Plan workflow switches outside your productive business hours. Especially on productive Services with a high volume of tasks we recommend this to minimize any potential impacts.
→ Remember that workflows may be shared. Any experimental / work-in-progress workflows should be moved into Organization Units where productive Services cannot opt into them. Think of this as a protected "OU-folder" that is out of sight of any Service owner. In the same fashion you can also place other configuration items and Services under that OU until they are ready.
→ Monitor changes: You can also check Statistics and ask your administrator to monitor Service Operations after a larger workflow change.