Creating a Workflow

Before creating a workflow, we suggest you create a map of your workflow. Creating a map provides you a reference document as you are building out the workflow and allows you to identify design issues in your workflow before you’ve done all the work to build it in Happitu. You can use tools like Lucidchart, Visio, or SmartDraw to visualize your workflow. Below is a partial example from our Customer Care Template.

To begin creating your workflow, click on the Workflows page:

Click New Workflow:

You’ll need to name your workflow and indicate all the methods of interaction this workflow will be associated with. Yes, you can even create self-service workflows to publish on your website! Keep in mind, depending on your business needs or ACD platform capabilities, you may want different workflows to accommodate multiple interaction types. For example, you might handle new order requests differently via chat or email than you would via voice if you are only able to accept payment via phone.

The workflow designer is divided into 3 main areas or panes:

The Step Navigation pane allows you to jump instantly to any step within the workflow. The Current Step Canvas pane is where you create and/or edit individual steps within the workflow. You can drag and drop elements from the bin at the right into the canvas, then customize them as necessary. This is covered in depth in the chapter on Workflow Elements. Adding a Help Topic or Alert to the Current Step will display the content to users based on where they are in the workflow. These are covered in depth in the chapter on Help Topics.

We will begin by renaming “Step 1” to “Greeting” to match our workflow map. Double click “Step 1” in the Step Navigation pane and type “Greeting”:

After you hit Enter, you will see that the title of the Current Step Navigation pane has also changed:

Let’s drag our first element into the workflow! If you support multiple brands (or even if you don’t), you may want to add a logo to the top of the workflow. From the Workflow Elements bin, we can drag the image element and drop it into the workflow canvas:

Now that our image element is present, we can drag/drop and image or browse for it:

Your logo (or any other picture) will now appear at this point in the workflow. If you need some text to appear beneath your photo, click the Add Footnote button.

Next, we’ll add a greeting phrase for the agent to read by dragging a Script Blurb element into the workflow:

The Script Blurb allows you to provide “Words that Work” to your agents at any point within the workflow to provide a consistent customer experience. This is also a great way to present verbatim scripting required by law such as privacy disclosures or industry-specific disclosures.

In addition to standard text, Script Blurbs can also contain variables which are indicated by surrounding the variable name with colons. Below, the variable, Agent First Name, is included in the greeting script so it will display the agent’s name rather than a blank.

While in the workflow designer, variables will appear in green with a light underline. Variables are covered in depth in the Variables chapter.

Since we’re asking for the caller’s name, we can capture it with a Text Field workflow element. Just drag and drop the element below the Script Blurb:

The Text Field element allows you to assign variables. Clicking the attribute selector icon allows you to assign an existing contact variable (First Name or Last Name) or you can define your own variable name by changing the label. There’s also a selector to make the field required before being able to proceed to the next step of the workflow.

Action items are the decision points of your workflow and take the user to the next step of the flow based on that decision. They will each be represented by a button to the user, but they can do more than simply take you to another step – they can automate documentation and automatically apply tags to your interaction. Begin by clicking Add Action Items:

In this case, we need just a single Action Item to take us to the next step of the Workflow, Customer Needs. There is no branching here for our purposes, but to create branching, we simply add additional Action Items.

Creating the next step is as simple as naming it – just click on Link to a step then type the name of your new step:

Now that the step is named, you’ll see it in the Step Navigation pane:

Double click Action 0 to name the action – this will be the text that appears on the button for the user:

Since this Action Item simply takes us to the next step, we’ll name it “New Order” and then we can begin creating the rest of our Customer Needs by clicking +New Action and repeating these steps.