Subject Flows
A subject flow is the list of actions a subject takes for each disposition. When an agent (or the AI) completes an activity with No answer, the flow might schedule another try tomorrow; with Lead won, it might create a welcome call three days later; with Do not call, it finishes and flags the contact.
| Menu | Interaction Center > Management > Subject Flows > Manage Flow |
| Permission | Manage subject flows |
| Feature | Omnichannel Management |
The two screencasts below build the flows for a pair of subjects that work together. The outbound Test Drive Follow-up call finishes when a drive is booked or the customer is not interested, and tries again when nobody answers or the customer asks for a call back:
The inbound Sales Inquiry call finishes when the question is answered, and when the caller books a test drive it creates a New Activity for the Test Drive Follow-up subject, scheduled 48 hours later with a higher urgency:
Add actions to a flow
- Open Interaction Center > Management > Subject Flows and click Manage Flow next to the subject.
- Click Add Action and pick the action type (below).
- Pick the Disposition it responds to and fill in the fields.
- Click Create. Repeat for every disposition the agent can choose.
A disposition can have more than one action. For example, Lead won can both Finish the current work and create a New Activity for the welcome call.
Action types
| Type | What it does |
|---|---|
| Finish | Ends the work for this contact on this subject. |
| Try Again | Schedules the same activity again. |
| New Activity | Creates a new activity, for the same subject or another one. |
Fields on every action:
| Field | What it does |
|---|---|
| Disposition | The outcome this action responds to. Required. |
| When to choose this disposition | Plain-language guidance the AI reads when it picks an outcome at the end of an automated conversation. |
| Show communication preferences | Shows Set do not call, Set do not SMS and Set do not email, so the action can flag the contact. |
Extra fields on Try Again and New Activity:
| Field | What it does |
|---|---|
| Target subject type | New Activity only: the subject of the new activity. Empty means the same subject. |
| Maximum attempts | Try Again only: how many tries in total. Empty means no limit. |
| Urgency level | The follow-up's urgency. The default keeps the original. |
| Assignment type | Same owner or Specific owner. |
| Assign to user | The owner when Specific owner is chosen. |
| Default schedule hours | How many hours later the follow-up is scheduled (24 by default). The agent can change the date on the Complete page. |
What the agent sees
When the agent picks a disposition on the Complete page, a preview lists the actions that will run, with a Schedule at date and Preparation notes for each follow-up. The notes become the instructions of the new activity. See Activities.