Canvas, Main Flow, and Event Flows

The Canvas is the gray working space on which you drop the activities. You use the controls in the bottom-left of the screen to pan around the canvas and zoom in and zoom out. There are no constraints on how big a flow can be or how much of the canvas is in use.

Flow Designer has two tabs that allow extra canvas space:

These tabs logically separate different paths of your flow and create a more organized workspace.

Main Flow

Use the Main Flow tab to script the primary flow based on the Trigger Event defined in the Start Flow activity. In the Main Flow tab, you configure the end-to-end experience for a caller, starting from the IVR menu, until opting out or wrapping up the call. These are predictable flow steps that the system executes in a sequence.

Event Flows

At any point during the execution of the Main Flow, events that interrupt the Main Flow can be triggered in the contact center. For example, when an agent answers a phone call, the caller’s experience in the queue is interrupted. If you want to define unique behavior for when these events are triggered, you can script optional Event Flows. Event Flows are asynchronous to the Main Flow. You can’t predict if or when an Event Flow will be triggered. For this reason, Event Flows are optional and are intended to extend the Main Flow functionality.

Note

While you can configure multiple event handling flows in the Event Flows canvas, each event flow must have a unique start and end, with no shared activities.

The Event Flows tab contains the following event handlers that are used across different activities:

  • AgentAnswered

    This event is triggered when an agent answers an inbound call and interrupts the contact's experience in a queue.

    Activities that expose this event are Screen Pop and Queue Contact.

  • PhoneContactEnded

    This event is triggered when a live call is disconnected, and all participants are removed. The event is available if you use selected call handling activities in a flow, such as Screen Pop and Feedback. This event doesn't require escalation to an agent.

    Note

    When you create a flow, don’t add any IVR activity after the PhoneContactEnded event. During the flow execution, the flow may get stuck when you add an activity after the contact ends.

    Only the Queue Contact activity exposes this event.

  • AgentDisconnected

    This event is triggered when the last agent disconnects from a live call, leaving the customer alone on the line.

    The Queue Contact activity exposes this event.

Zoom Toolbar

The zoom toolbar in Flow Designer has Global Properties, zoom-in, and zoom-out buttons to display the Global Properties pane, and minimize or maximize the contents in the canvas.

  • Global Properties: Click the icon to open the Global Properties pane. For more information, see Properties Pane.

  • Zoom-in: Click the icon on the toolbar. When you reach the maximum limit, the button is disabled.

  • Zoom-out: Click the icon on the toolbar. When you reach the maximum limit, the button is disabled.

  • Copy and paste activities: Click the icon on the toolbar to copy and paste selected activities on the canvas. For more information, see Copy and Paste Activities.