Workflows allow you to customize the handling and distribution of incoming tasks (calls / instant messaging) according to your preferences. Workflows can also handle customer interaction and manage transfers to other services. Advanced workflows react to Opening Hours and respond depending on Parameters or other actions as defined by individual Workflow Activities . In short: they are essential in bringing your service to life.
Workflows can be managed from both Nimbus Frontend and Admin UI.
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 .
Good to know
- You can have as many workflows and types defined in your configuration as as you want. Multiple services can use the same workflow simultaneously.
- In order to have any effect, workflows need to be selected in each individual Service's Settings.
- Workflows heavily rely on other Resources (Music, Sound files, Announcements) organized in Playlists. Advanced features involve System Fields and Parameters and Custom Parameters. Make sure to pay those configuration areas a visit once you feel familiar with the basics.
Creating a Workflow
Nimbus comes with predefined ready-to-use Workflow Templates. You can also create your own custom templates and use them during the Creation Dialogue.
This is the first step in your workflow creation
Within the list of workflows click "+Create New" → The "Create Workflows" dialogue opens.
Select a workflow type – depending on the modality. → This determines how the workflow will later be applied in the Modality Service Settings.
Note that the selection of workflow types depends on Nimbus Features enabled on your Tenant.
This is the second step in your workflow creation.
- 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.
Pick an Organization Unit (OU) where your workflow will be placed in. This determines where your workflow will be later visible in selection dialogues, e.g. Service Settings. You can also change this setting later.
Pick a Template Type. → A preview of the template will be shown in the area below. There are two types of Workflow Templates .
Provided by Luware, those templates are a good a starting point for new workflows.
The available options inside these templates may make use of Enterprise Routing or Contact Center licensed Nimbus Features. You can freely build with these templates, but workflow activities inside may be limited by your service license. Check the list of Workflow Activities to see which activity requires special licensing.
Custom templates are workflows created by either you or other administrators.
These templates follow inhertiance rules, meaning that later changes on a template will affect your "children" workflow. If you want to work independently, start wiht a system or blank template.
When you are all set, click "Create" and start with Workflow Editing.
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|
|Use Case - Creating an External Task||UC NIMB 067|
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.