Flow Chaining

Flow chaining gives you the ability to link multiple flows. You can modify the caller's experience based on time (if handing off the call to an entry point), or to reuse a single flow in multiple scenarios (if handing off the call to a flow). Use GoTo to chain multiple flows. You can map flow variables across flows to ensure that data persists across the end-to-end call experience.

Example: Vaccination Registration

To handle customers participating in a vaccination campaign, you can provide two options: one for premium customers and the other for general customers.

When general customers call, the system hands the call off to the flow associated with the entry point handling registrations. Based on the active Entry Point Routing Strategies, the system routes the call to the appropriate agent to register the general customer.

When premium customers call, the system hands the call off to another flow to book an appointment.

Known Issues with Flow Chaining

  • You cannot delete an entry point that is used in flow chaining. Before you delete an entry point, ensure that you delete all of the resources such as queues and flows that are associated with the entry point.

  • You cannot delete a flow that is used in flow chaining. Before you delete the flow, ensure that you delete any references to the flow that were created as part of flow chaining.

  • If you forcefully delete an entry point or flow that is used in flow chaining from the Management Portal, the flow control user interface does not validate or display any error messages to indicate that an entry point or flow was deleted.