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.
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 .
You can have as many workflows defined in configuration as as you want. Multiple services can use the same workflow.
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.
Create workflow dialogue
Already familiar with editing workflows? Head right to the Workflow Activities page as reference point and start building your own custom workflow from scratch.
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|
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.