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.
✅License dependency: Available modalities on this tab depend on the licenses enabled via Service Administration > General Tab > Licenses. While unlicensed (or disabled on your Tenant), you may see fewer options to configure.
Configurable options
Depending on your enabled modalities, you can configure the following options.
Audio / Video
|
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.
|
Voice Messages Channel |
✅ |
✅ |
See |
✅Condition: Only applies to Services with “MS Teams-based” User assignment and an Audio / Video workflow applied. 🔍Learn more…🤔Why is this feature not available for Skill-based (CC) services? Access to Voice Messages requires a Teams channel that users have equal access to. Contact Center services however do not have such a “shared” MS Teams channel. Providing such a channel for Voice Messages would pose a data access risk, as Nimbus itself cannot control access permissions on MS Teams itself. 🤔What about other services AR & CC ? Any “MS Teams-based” Nimbus service can also access to a channel for voice messages. Workflows can use Activities such as "Voice Message" which will show Adaptive Cards in your MS Teams channel. Any member of that service will automatically be able to see and interact with those cards.  ☝ Please note: When changing your “Voice messages” channel:
→ Before changing to a new channel we recommend to “download voice messages” and/or "solve" your pending Adaptive Cards from the previous channel. |
Outbound1 Conversations |
- |
✅ |
✅ |
When enabled, the Outbound Call feature allows …
💡 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. |
1 Outbound Call preconditions and technical limitations apply for both users and services accessing this feature.
Instant Messaging
|
to configure |
Service Type / License | Detail description | ||
AR |
ER |
CC |
AR = Advanced Routing, ER = Enterprise Routing, CC = Contact Center. |
|
Instant Messaging |
- |
- |
✅ |
Allows services to handle the Instant Messaging modality, using any combination of the integration channels listed below (Interact, WhatsApp, SMS). 💡For more details on how this modality is handled by your users, visit Instant Message Handling. ✅Precondition: At least one integration with the corresponding Instant Messaging compatible Workflow1 needs to be set up. Consult Use Case - Setting Up Instant Messaging for a detailed introduction and walkthrough. |
► Interact |
- |
- |
✅ |
✅Precondition: Requires implementation of Use Case - Setting Up Interact. |
- |
- |
✅ |
✅Precondition: Requires implementation of Use Case - Setting Up a WhatsApp Integration in Twilio. | |
► SMS
|
- |
- |
✅ |
✅Precondition: Requires implementation of Use Case - Setting Up a SMS Integration in Twilio. |
1 ☝Note that your selected workflows may show a warning due to having incompatible activities. You need to either edit that workflow or change to a compatible one. → Also refer to chapter “Workflows” below.
Show Supported IM Activities
INC Instant Messaging supported WF activities
Currently the following Workflow activities are supported for Instant Messaging workflows:
▼Workflow Activity | Chat Integration path via ► |
Interact |
SMS |
|
|---|---|---|---|
Conversation Handling | |||
Accept |
✅ |
✅ |
✅ |
Announcement |
❌ |
❌ |
❌ |
Collect Information |
✅ |
✅ |
✅ |
Delay |
✅ |
✅ |
✅ |
Disconnect |
✅ |
✅ |
✅ |
Disconnect as Handled |
❌ |
❌ |
❌ |
Forward |
❌ |
❌ |
❌ |
Input Customer |
✅ |
✅ |
✅ |
Input Customer (Advanced) |
❌ |
❌ |
❌ |
Mark as Handled |
❌ |
❌ |
❌ |
Message |
✅ |
✅ |
✅ |
Play Music |
❌ |
❌ |
❌ |
Reply |
❌ |
❌ |
❌ |
Save to Parameter |
✅ |
✅ |
✅ |
Standby Duty |
❌ |
❌ |
❌ |
Transfer |
✅ (to service only) |
✅ (to service only) |
✅ (to service only) |
Virtual User |
❌ |
❌ |
❌ |
Voice Message |
❌ |
❌ |
❌ |
Web Request |
✅ |
✅ |
✅ |
Check | |||
Availability-based Routing |
✅ |
✅ |
✅ |
Check Opening Hours |
✅ |
✅ |
✅ |
Check Parameter |
✅ |
✅ |
✅ |
Get Available Users |
✅ |
✅ |
✅ |
Get Queue Position |
✅ |
✅ |
✅ |
Wait for Parameter |
❌ |
❌ |
❌ |
Queue | |||
Cancel Task |
✅ |
✅ |
✅ |
Check Task |
✅ |
✅ |
✅ |
Distribution Priority |
✅ |
✅ |
✅ |
Queue |
❌ |
❌ |
❌ |
Queue Task |
✅ |
✅ |
✅ |
💡General Note: If a workflow is edited in post using unsupported activities, the Nimbus Reporting session will terminate with a “failed” outcome.
External Task
|
to configure |
Service Type / License | Detail description | ||
AR |
ER |
CC |
AR = Advanced Routing, ER = Enterprise Routing, CC = Contact Center. |
|
External Task |
- |
- |
✅ |
Allows services to handle the External Tasks modality. ✅Related action: External tasks require a working Nimbus Power Automate Connector which handles the creation of such tasks, e.g. triggered by or involving 3rd party systems. 💡For more details on how this looks for Nimbus users, visit External Task Handling. |
|
to configure |
Service Type / License | Detail description | ||
AR |
ER |
CC |
AR = Advanced Routing, ER = Enterprise Routing, CC = Contact Center. |
|
| - | - | ✅ |
Allows services to handle the Email modality. 💡For more details on how this looks for Nimbus users, visit Email Handling. |
|
► Mailbox |
- | - | ✅ | ✅Precondition: Allows to set a previously configured Mailbox. The mailbox is mandatory to allow Nimbus to sort in handled Email tasks into mailbox folders accordingly. |
Workflows
💡All Workflows are shown as previews only. To edit the source workflow, head over to the Configuration and create / edit a workflow in the corresponding modality.
General Notes
🔍Note that each modality has a separate workflow selection pulldown. The availability of workflow entries depends on the following factors:
- Workflows available for that modality: For example, if no “Instant Messaging” workflow has been created in the Nimbus Configuration before, the selection box will be empty.
- Organization Unit visibility rules: The respective Organization Unit of your service determines which workflow entries are visible. If an administrator moves a workflow entity away from your service's “visibility” to another Organization Unit, that workflow cannot be selected anymore.
- Compatibility checks: When a workflow has unsupported / licensed or other other technical dependencies, it will be marked with a warning in the selection dropdown.
Switching between Workflows
Note: Workflows are IMMEDAITELY effective as your changes are saved.
- Before switching between your workflow → please carefully read the advice below.
- Particularly for Workflows on productive Services we strongly advise to work with a copy and switch over when you are done.
- To apply a new workflow, select the new entry and click “Save & Apply”.
As you confirm a workflow change:
⮑ … Task Distribution in Nimbus starts at the moment a task was originally created with, using the workflow applicable at that time.
⮑ …. already queued tasks will not be affected by a workflow change.
☝WORKFLOW CHANGES DURING SERVICE HOURS MAY RESULT IN LOST TASKS
Beware of 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 erroneous edited workflow may cause interruptions to your daily operations, including lost tasks.
🤔 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.
✅ Plan changes with a workflow copy: You can rename the copy, do your testing first, e.g. on a small backup service, then switch over once 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.