Manage workflow routing logic and rules within your Twilio Flex contact center.
Account Owners & System Admins
Platform roles required to view and manage workflows.
Workflows control how tasks will be prioritized and routed within the queues. Workflows also determine how tasks should escalate in priority or move across queues over time.
To perform workflow-related functions, users will navigate to the Manage Workflows screen.
Navigate to Menu > Settings > Manage Workflows
Default Workflow
FLEXFIG configures a default workflow called "FLEXFIG Global Workflow" to work within your Twilio Flex contact center. The default workflow is configured upon the installation and setup of FLEXFIG.
The "FLEXFIG Global Workflow" cannot be deleted from the system. However, you can edit all of the workflow settings.
Edit an Existing Workflow
To edit an existing workflow, select the edit (pencil) icon next to the workflow you would like to edit.
- Hover your cursor over the workflow you would like to edit
- Click on the edit (pencil) icon
After clicking on the edit icon, the "Edit Workflow" slideout will appear allowing you to edit the workflow details.
Delete an Existing Workflow
The "FLEXFIG Global Workflow" cannot be deleted from the system.
To delete an existing workflow, select the delete (trashcan) icon next to the workflow you would like to delete.
- Hover your cursor over the workflow you would like to delete
- Click on the delete (trashcan) icon
- Select “Yes” when the delete confirmation message appears
