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 Parameters or other actions as defined by individual Workflow Activities.

A filtered list of workflows in the configuration

In this view you can:

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

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

(info) In order to have any effect, workflows need to be selected in each individual Service Settings.

Creating a Workflow

Nimbus comes with predefined ready-to-use Workflow Templates. You can also create your own templates and use them during the Creation Dialogue.

  1. Within the list of workflows click "+Create New"  → The "Create Workflows" dialogue opens.

  2. Pick a "Name" for your workflow. This name can be freely chosen and will appear in other listings and selection dialogues. You can also change this name later.

  3. Pick an Organization Unit where your workflow will be placed in.
    (lightbulb) This determines where your workflow will be visible in selection dialogues, e.g. in Service Settings. 

  4. Pick a Template Type. There are two types of Workflow Templates.

    1. System Templates are provided by Luware and act as a starting point for new workflows.
      (info) The available options inside these templates may make use of Enterprise Routing or Contact Center licensed Nimbus Features.
      (lightbulb) You can freely build with these templates, but activities are limited by Service Type. Check the list of Workflow Activities to see which activity requires special licensing.
    2. Custom Templates are workflows created by either you or other administrators.
  5. A preview of the template will be shown in the area below.
     (tick) Tip: If you are new to editing, pick any system template to learn from, or start with a "Blank" system template where you gradually increase complexity.
  6. Click "Create" to start Editing your new workflow.

Create workflow dialogue

Related Topics

(question) Already familiar with editing workflows? Head right to the Workflow Activities page as reference point and start building your own custom workflow from scratch.

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

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 - Distinguishing external from internal calls UC  NIMB 041
Use Case - Transferring calls to an on-call agent from an excel list UC  NIMB 043
Use Case - Collecting data from customers in an automated IVR without agents UC  NIMB 045

(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.