Create a Workflow

Create dynamic workflows to route tasks to agents within your Twilio Flex contact center. 

To create a workflow, navigate to the Manage Workflows screen.

Navigate to Menu > Settings > Manage Workflows

• https://flex.twilio.com/flexfig/settings/workflows 

Create a Workflow

To create a new workflow, select the "+ Add Workflow" button located in the upper right-hand corner of the screen.

After clicking on the “+ Add Workflow” button, the "Create a Workflow" slideout will appear for you to enter details for the workflow.

Workflow Properties Section

Workflow properties define details about the workflow and how it operates within your contact center. To define the workflow, complete the following steps.

• Provide the name of the workflow 
• Set the reservation timeout for agents
• Select the communication channels that will be used with this workflow
• Select the default queue in which tasks will be routed 

"Reservation Timeout" is the total number of seconds an agent has to accept the task before it is reassigned to another agent. 

• Min: 10 seconds 
• Max: 86,400 seconds (24 hrs)

Workflow Filters Section

Workflow filters define rules for routing tasks to agents.  

Custom Attributes (Route-Based)

Prerequisite: Configure and enable Single Sign-On using the Salesforce Integration and create a custom attribute within your contact center. 

To route based on custom attributes, select the attribute, and assign the value. 

• Select an available attribute
• Select an operator to evaluate the task 
• Provide a value to match the attribute when the task is created 

You can build an expression to evaluate multiple attributes using the "AND" and "OR" clauses. 

Example

• Country Attribute "Equals" United States 
  • The attribute would query Salesforce for the contact's country and assign it to the task. If the contact's country is the United States, the task will follow the steps in that workflow.  

Operators Include:

• Greater than 
• Greater than or equals to
• Equals
• Does not equal 
• Less than or equals to 
• Less than
• Contains

Add Workflow Filters 

In order to create multiple workflow filters, you must enable routing based on custom attributes. 

Workflow Steps Section

Within the workflow filter, you can create multiple steps to direct a task to available agents. 

• Select the target queue 
• Select if task ordering should be used 
  • If "yes", select the skill set, skill, and the order direction 
    • "DESC" (descending) orders task based on the agent skill level from highest to lowest 
    • "ASC" (ascending) orders tasks based on the agent skill level from lowest to highest
• Select if the step should be skipped based on agent availability 
  • "Do not skip" will keep the task in this step 
  • "Skip if no available agents" will skip this step if no agents are available 
  • "Skip if available agents less than" will skill this step if the number of agents is less than the number defined
• Set the step timeout if the task is not assigned to an agent 
  • "Use Task Timeout" will leave the task in the step until the task reaches the timeout limit (24 hr default)
  • "Set Step Timeout (secs)" sets the number of seconds this task will stay in this step before moving to the next step in the workflow filter 
• Set the task priority 
  • "Inherit from Task" keeps the same task priority when the task was created 
  • "Set Task Priority" allows you to set a specific priority for the task 

Add Workflow Steps 

In order to create additional workflow filter steps, one of the following or both must be configured:

• "Do not skip" should not be selected for the "Skip Step" option 
• A step timeout should be set for the "Step Timeout" option