Workflows allow you to customize the handling and distribution of incoming calls according to your preferences. Workflows can also react to the Opening Hours configured for your service and may apply different strategies depending on the time of day or during special holidays.

(info) In order to have any effect, workflows need to be applied in the Service Settings.

A filtered list of workflows in the configuration

On this tab you can: 

  • Copy any existing workflow to use as base for your new edit.
  • Create Workflows based from scratch, or based on existing templates.
  • Configure various parameters in each Workflow by editing their structure.

A workflow being edited

Adding a Workflow

By default, Nimbus comes with predefined ready-to-use Workflow Templates.

(lightbulb) You can have as many workflows defined in configuration as as you want. Multiple services can use the same workflow.

  1. To add a new Workflow to the list, simply click "+Create New" 
    → A new dialogue opens which allows you to name your workflow or select any of the available Workflow Templates to start with.
    (info) The amount of available workflow templates varies based on your licensed Nimbus Nimbus Features. The screenshot below is an example

    New workflow selection and naming dialog

  2. Define any name of your choice → This name will be used for identification and search in the list of workflows .

  3. Click "Create" to close the window and start with Workflow Editing.

Related Topics

(question) Already familiar with the basic workflows? Head right to the Workflow Activities and start building your own workflow from scratch.

(lightbulb) You can find more tips and tricks in our Use Cases related to Workflows:

Name and Goal of the Use Case UCID
Use Case - Creating a Call Workflow UC  NIMB 001
Use Case - Creating a custom settings page for a workflow UC  NIMB 033
Use Case - Transferring calls to an on-call agent from an excel list UC  NIMB 043

(tick) Finished? Once you are done with your workflow, don't forget to select and apply it in your Service Settings. We immediately recommend a test-call to check if everything is working as intended.