Building subroutines
Subroutines represent a sequence of routing conditions in a workflow. Using subroutines, administrators can efficiently apply a set of activities multiple times within a single workflow and across workflows of the same media and workflow type. For example, an administrator can implement an Email Inqueue subroutine in multiple Email Inqueue workflows.
To build subroutines, administrators drag and drop activities on a Canvas and configure them with routing conditions. Activity availability varies by media type. For more information on activities in multimedia routing, see "Building visual workflows in Multimedia Contact Center: Activities".
- Implement subroutines in workflows
- Edit and delete subroutines
- Import and export subroutines
Variables in Response workflows/subroutines are based on the agent’s reply, not the customer’s original interaction. For example, in Inbound and Inqueue workflows/subroutines the <<From>> variable populates with the customer’s sending address. The <<To>> variable populates with the queue’s address.