Default Chat Inbound workflow
This workflow instructs Multimedia Contact Center how to route inbound chat requests to the appropriate chat queues. By default, this workflow uses the <<DestinationQueue>> variable to route chats to the appropriate queues during business hours. Outside business hours, interactions receive an automated response informing them that the contact center is unavailable.
To better illustrate the workflow’s activities and operations, we recommend you expand the workflow and all annotations.
- Click the Expand All button.
- Right-click the workflow select Annotations… > Show all.
Description
The first activity in this workflow is a Transfer activity. This activity is configured to route chats using the <<DestinationQueues>> variable, which is filled automatically when either a queue is selected from the drop-down list in the chat request page or when a customer uses the chat queue’s Public URL to start a chat session. If the transfer is successful, the chat is sent to the destination queue and a Terminate activity ends the workflow. If the transfer fails, the chat request is sent down the Failure branch.
The next activity in the workflow is an Email activity. If the transfer failed, this activity sends an email to an administrator to notify them that an emergency routing has occurred for a chat. This activity must be have an SMTP server added to it. The email’s template must also be altered for sender and destination. The template may be customized, but changing the variables within the template is not recommended. For more information on configuring the Email activity, see "Sending emails with the Email activity".
This activity is followed by a Transfer activity. This activity is intended to transfer chats that do not route correctly by <<DestinationQueue>> to be routed to a specified chat queue. This activity requires that a destination queue be selected. For more information on configuring a Transfer activity, see "Routing contacts with the Transfer activity". The Success branch of this activity contains a Terminate activity that ends the workflow.
The Failure branch contains an Email activity that sends another email to the administrator, indicating that the final routing activity in this workflow has failed and that the interaction can be reviewed as a Failed item in Ignite. The template must have a destination added. The template may be customized, but changing the variables within the template is not recommended. For more information on configuring the Email activity, see "Sending emails with the Email activity".
The failed chat session is then routed to the final activity of the workflow, a Terminate activity, which ends the workflow.