🔎New to workflows? Read the following!
The following page will list all workflow activities and their configurable properties. Please note:
- Terminology: "Workflow Step", "Workflow Element" and "Workflow Activity" are used synonymously.
- Certain workflow activities are retricted by license / and modality. See Nimbus Features for a comparison. A License Downgrade may not be performed until you remove the according activities from your workflows.
- Certain workflow activities have required predecessors - ensure to have them connected in your workflow to avoid errors in call handling.
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All workflows heavily rely on prepared Configuration data entities
- Common examples are: Opening Hours, Parameters, Playlists and Resources (Audio files).
- Make sure to configure these entities beforehand and structure them into Organization Units accessible to your workflow.
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Activities with Text-to-Speech (TTS) generators use engines provided by Microsoft.
- We dynamically update the list of available languages. Any old or outdated selections may therefore be marked with a warning that disappears until you select a different TTS-engine.
- Your existing "outdated" TTS-activities still remain intact as a working copy on the Nimbus infrastructure until you change them.
🔎Changed licenses recently? Learn about activity availability here!
This workflow activity list below shows license dependencies and is an excerpt from the Nimbus Features Matrix. Note that the Workflow Editor will list all activities, ignoring any license constraints. However, you may not apply workflows (in Modalities Service Settings) that use such activities if your service isn't licensed for it. Accordingly – when you perform a License Downgrade you must remove those activities which require a specific license.
List of Workflow Activities
Tabs below contain a list of all workflow activities. If you need to consume this content in smaller size, head to the respective subpages:
Conversation Handling
Conversation Handling Activities
This page lists all Workflow activities that relate to customer interaction, e.g. by informing the customer via text message, resource audio files, receiving input via IVR, storage of data in Parameters, or transferring an existing interaction.
💡Note that activities below are listed in alphabetical order, which is not necessarily the order of their intended use.
Accept
Add Virtual User
Announcement
Collect Information
Delay
Disconnect
Disconnect as Handled
Initiate Callback
Input Customer
Input Customer (Advanced)
Mark as Handled
Message
Play Music
Record Consent
Reply
Save to Parameter
Standby Duty
Transfer
Voicemail
Web Request
Check
Check Activities
This page lists all Workflow activities that checking on an existing service status, e.g. by service queue availability or Opening Hours, queue position, or based on a previously stored Parameter values.
💡Note that activities below are listed in alphabetical order, which is not necessarily the order of their intended use.
Availability-based Routing
Check Opening Hours
Check Parameter
Get Available Users
Get Queue Position
Origin Routing
Wait for Parameter
Queue
Queue Activities
This page lists all Workflow activities that take influence on the Nimbus Service Task Queue and Distribution. Note that Distribution Service Settings of your services (e.g. Conversation Distribution, Task Priority, ACW, RONA) share dependencies with these activities.
💡Note that activities below are listed in alphabetical order, which is not necessarily the order of their intended use.
KNOWN LIMITATION
Several queues during the same session are not supported. If a task enters the queue once (with the Queue or the Queue Task activity), it can't enter it again. Using multiple Queue/Queue Task activities subsequently might therefore lead to undesirable behavior.
Cancel Task
Check Task
Distribution Priority
Queue
Queue Task
Workflow Troubleshooting
☝ The workflow editor is a very powerful tool, but also allows for misconfigurations and lost calls. Listed below are the most common issues our users report, and how to avoid them:
✅ Workflows: Best Practice
- Make sure to use Workflow Templates as pointers on how your workflows should be structured. Gradually expand and test your configurations to avoid mistakes.
- We provide Power Automate Use Cases examples that also include examples using the workflow editor. Read them to get the most out of Nimbus and your external systems.
- Keep in mind that any workflow changes take effect immediately – either in Modalities Service Settings or the workflow itself. We therefore recommend to test larger changes on copies or a (hidden) service, using test calls.
| Issue | Caused by | How to Avoid |
|---|---|---|
| 🤔 Calls are not getting accepted at all | "Start" node wasn't connected to any other Workflow Activity node. |
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| 🤔 Calls are accepted but not handled (to completion) | Announcements or similar activities have exit nodes which are not handled, resulting in stuck calls. |
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| 🤔 Calls are stuck in an infinite loop | Steps redirecting on themselves with no exit condition. |
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| 🤔 Calls were not re-entered in the same Queue |
Calls reaching the end of a Queue e.g. "Timeout" getting re-inserted into the same queue. This causes inconsistent reporting states for the call and sometimes Infinite loops. |
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| 🤔Parameter checks fail or the default exit is always taken | Either the parameter is not written correctly (or not in time) or the validation with regular expression fails to find a pattern. In either case the workflow activity takes the default exits. |
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| 🤔I want to select a certain Configuration data item but don't see it in my workflow |
Visibility data entities in your workflows follows the Organization Unit (OU) → "Reading along the path" rule.
When workflow-dependent items are moved to a different OU, your workflow will continue to operate. However, once deselected away from, a moved entity cannot be selected again. |
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