Default Flows
This document covers all the flows that the Conversation Studio has by default on the fresh deployment. A flow is triggered whenever the conversation studio receives the corresponding CIM event from Conversation Manager. For example, whenever Conversation Studio receives AGENT_MRD_INTERRUPTED the flow Agent MRD Interrupted will be triggered.
Default Conversation Flows
1. Agent MRD Interrupted
Whenever the MRD is interrupted, AGENT_MRD_INTERRUPTED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Agent MRD Interrupted | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager. Input: For its payload please refer this. Output: It passes the control then to the next node which is "Check Interrupted MRD Type". |
Check Interrupted MRD Type | This node checks if the MRD which is interrupted is of the same type or not as provided in Input. Input: "CX_VOICE" Output: In case if the MRD is not of "CX_VOICE" type, the control flows to the next node. |
Check Interrupted MRD Type | This node checks if the MRD which is interrupted is of the same type or not as provided in Input. Input: "CISCO_CC" Output: In case if the MRD is not of "CISCO_CC" type, the control flows to the next node on false switch, otherwise the flow passes to the true switch. |
Remove All Agents | This node passes the action to REMOVE_ALL_AGENTS with the reason code specified as input. Controller then calls the Conversation Manager API to execute the action. Input: "MRD_INTERRUPTED" Output: Passes the action to the controller to REMOVE_ALL_AGENTS with the reason "MRD_INTERRUPTED". |
2. Agent SLA Expired
Whenever the Agent SLA is expired, AGENT_SLA_EXPIRED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Agent SLA Expired | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "AGENT_SLA_EXPIRED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: Passes the program flow to the FALSE path, which invokes the next flow which is "Remove All Agents" |
Remove All Agents | This node sets the action to REMOVE_ALL_AGENTS with the reason code specified in the input. Controller then calls the Conversation Manager API to execute the action. Input: "SLA_EXPIRED" Output: Passes the action to the controller to REMOVE_ALL_AGENTS with the reason "SLA_EXPIRED". |
3. Agent Subscribed
Whenever the Agent Subscribes a conversation, AGENT_SUBSCRIBED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Agent Subscribed | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "AGENT_SUBSCRIBED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, continues to check customer presence and external gadget actions. |
Check If Customer Is Present | Checks if a customer is present in the conversation. Input: N/A Output: If customer is present, changes bot role to ASSISTANT. |
Change Bot Role | Changes the Bot Role to Assistant. Input: Role "ASSISTANT" Output: Calls the Conversation Manager API to change the bot role to ASSISTANT. |
Open External Gadget | Open up the External Widget. Input: Agent "CIM_EVENT", Title "codeacademy", URL "https://www.codecademy.com/learn/learn-how-to-code" Output: Calls the Conversation Manager API to open external gadget. |
4. Agent Unsubscribed
Whenever the agent is unsubscribed, AGENT_UNSUBSCRIBED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Agent Unsubscribed | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "AGENT_UNSUBSCRIBED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, continues to check unsubscribed agent role. |
Check Unsubscribed Agent Role | Checks if the unsubscribed agent has PRIMARY role. Input: Role "PRIMARY" Output: If agent has PRIMARY role, checks unsubscription reason. |
Check Agent Unsubscription Reason | Checks if the unsubscription reason is "AGENT_DISCONNECTED". Input: Reason "AGENT_DISCONNECTED" Output: If reason matches, removes channel session. Otherwise, continues to other checks. |
Remove Channel Session | Removes the CX_VOICE Channel Session. Input: Channel "CX_VOICE", Reason "FORCE_CLOSED" Output: Calls the Conversation Manager API to execute the action to remove the CX_VOICE channel session with FORCE_CLOSED reason. |
Check If Customer Is Present | Checks if a customer is present in the conversation. Input: N/A Output: If customer is present, changes bot role to PRIMARY. |
Change Bot Role | Changes the bot role to PRIMARY. Input: Role "PRIMARY" Output: Calls the Conversation Manager API to execute the action to change the bot role to PRIMARY. |
Check Routing Mode | Checks if routing mode is set to "PUSH". Input: Routing Mode "PUSH" Output: If routing mode is PUSH, checks various unsubscription reasons including AGENT_DISCONNECTED, MRD_INTERRUPTED, SLA_EXPIRED, and FORCED_LOGOUT_BY_SUPERVISOR. In any of the above case, call the FIND_AGENT subflow. |
5. Channel Session Expired
Whenever the channel session is expired, CHANNEL_SESSION_EXPIRED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Channel Session Expired | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CHANNEL_SESSION_EXPIRED". Input: The payload received in request. Output: It passes the control to the next node "Remove Channel Session". |
Remove Channel Session | Removes the channel session passed in the CIM Event. Input: Channel passed in "CIM_EVENT", Reason "FORCE_CLOSED" Output: Calls the Conversation Manager API to remove the channel session passed by Conversation Manager due to expiration. |
6. Channel Session Started
Whenever the channel session starts, CHANNEL_SESSION_STARTED0 event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Channel Session Started | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CHANNEL_SESSION_STARTED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, continues to check channel type. |
Check Channel Type | Checks if channel type is "CX_VOICE" for LAST_USED session. Input: Channel Type "CX_VOICE", Session "LAST_USED" Output: If not CX_VOICE, continues to check CISCO_CC. |
Check Channel Type | Checks if channel type is "CISCO_CC" for LAST_USED session. Input: Channel Type "CISCO_CC", Session "LAST_USED" Output: If not CISCO_CC, continues to check latest intent. |
Check Latest Intent | Checks if the latest intent is set to "EMPTY". Input: Intent "EMPTY" Output: If intent is empty, sends welcome message. |
Plain Message | Sends a welcome message to the customer. Input: "Hey! this is sparrow from ExpertFlow. How may i help you today?" Output: Calls the Conversation Manager API to execute the action to send the welcome message. |
7. Conversation Paused
Whenever the Conversation is paused, CONVERSATION_PAUSED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Conversation Paused | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CONVERSATION_PAUSED". Input: The payload received in request. Output: It passes the control to the next node "Plain Message". |
Plain Message | Sends a message informing the customer about conversation pause. Input: "The conversation is currently paused by the agent. We appreciate your patience." Output: Pause notification message sent. |
8. Conversation Started
Whenever the conversation is started, CONVERSATION_STARTED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Conversation Started | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CONVERSATION_STARTED". Input: The payload received in request. Output: It passes the control to the next node "Check Latest Intent". |
Check Latest Intent | Checks the latest intent with two possible values: "START_CONVERSATION" or "OTHERWISE". Input: Intent values ["START_CONVERSATION", "OTHERWISE"] Output: If intent is "OTHERWISE", continues to check channel type. |
Check Channel Type | Checks if channel type is "CX_VOICE" for INITIATING session. Input: Channel Type "CX_VOICE", Session "INITIATING" Output: If not CX_VOICE, continues to check CISCO_CC. |
Check Channel Type | Checks if channel type is "CISCO_CC" for INITIATING session. Input: Channel Type "CISCO_CC", Session "INITIATING" Output: If CISCO_CC, assigns bot with PRIMARY role. |
Assign Bot | Assigns a bot with PRIMARY role to the conversation. Input: Role "PRIMARY" Output: Bot assigned successfully. |
9. Conversation Resumed
Whenever the conversation is resumed, CONVERSATION_RESUMED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Conversation Resumed | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CONVERSATION_RESUMED". Input: The payload received in request. Output: It passes the control to the next node "Plain Message". |
Plain Message | Sends a message informing the customer about conversation resumption. Input: "The conversation is resumed now." Output: Resume notification message sent. |
10. Customer SLA Expired
Whenever the customer SLA is expired, CUSTOMER_SLA_EXPIRED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Customer SLA Expired | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "CUSTOMER_SLA_EXPIRED". Input: The payload received in request. Output: It passes the control to the next node "Remove Channel Session". |
Remove Channel Session | Removes the CIM_EVENT channel session due to customer inactivity. Input: Channel "CIM_EVENT", Reason "INACTIVITY" Output: Channel session removed. |
11. End Chat
Whenever the end_chat intent is received, conversation manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Note: This intent is not yet functional
Node | Description |
|---|---|
End Chat | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "end_chat". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, removes channel session. |
Remove Channel Session | Removes the LAST_USED channel session with FORCE_CLOSED reason. Input: Channel "LAST_USED", Reason "FORCE_CLOSED" Output: Channel session removed. |
12. No Response Entity
Node | Description |
|---|---|
No Response Entity | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "NO_RESPONSE_ENTITY". Input: The payload received in request. Output: It calls the Find Agent Subflow to find an available agent. |
Find Agent Subflow | A reusable subflow that handles the agent finding process including data extraction, priority setting, queue determination, and agent dispatch. Input: Conversation context Output: Agent finding process completed. |
13. Participant Role Changed
Whenever the participant role is changed, PARTICIPANT_ROLE_CHANGED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Participant Role Changed | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "PARTICIPANT_ROLE_CHANGED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
Check If Room Is Private | This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, checks if all primary agents are in wrapup. |
Check If All Primary Agents Are In Wrapup | Checks if all primary agents are currently in wrapup state. Input: N/A Output: If all primary agents are in wrapup, checks role changed reason. |
Check Role Changed Reason | Checks if the role change reason is "DIRECT_TRANSFER". Input: Reason "DIRECT_TRANSFER" Output: If not direct transfer, checks for consult transfer. |
Check Role Changed Reason | Checks if the role change reason is "CONSULT_TRANSFER". Input: Reason "CONSULT_TRANSFER" Output: If consult transfer, checks customer presence. |
Check If Customer Is Present | Checks if a customer is present in the conversation. Input: N/A Output: If customer is present, checks channel type and potentially shows survey or removes sessions. |
Survey Message | Displays a survey form to the customer. Input: Survey form JSON Output: Survey displayed and then removes all channel sessions. |
Remove Channel Session | Removes ALL channel sessions with AGENT reason. Input: Channel "ALL", Reason "AGENT" Output: All channel sessions removed. |
14. Task Enqueued
Whenever the Task is enqueued, TASK_ENQUEUED event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Task Enqueued | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "TASK_ENQUEUED". Input: The payload received in request. Output: It passes the control to the next node "Check Active Media Direction". |
Check Active Media Direction | Checks if the active media direction is "CONSULT". Input: Direction "CONSULT" Output: If not consult, checks active media MRD. |
Check Active Media MRD | Checks if the active media MRD matches specific ID "62f9e360ea5311eda05b0242". Input: MRD "62f9e360ea5311eda05b0242" (CX-VOICE) Output: If not matching, sends routing message. |
Plain Message | Sends a message informing the customer about agent routing. Input: "You're routed to an agent, he/she will join in a moment." Output: Routing notification message sent. |
15. Task State Changed
Whenever the task state changes, a TASK_STATE_CHANGED event is published. The Conversation Manager then calls the Conversation Studio Controller API with this intent, which triggers this flow. This flow contains two parallel sub-flows (3.1.x and 3.2.x) that are executed when the third node—Check Task Name Whose State Changed—evaluates to true. For more details, please refer to Figure 1 and the description provided afterward.
Figure 1. Task State Changed flow
Node | Description |
|---|---|
| This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "TASK_STATE_CHANGED". Input: The payload received in request. Output: It passes the control to the next node "Check If Room Is Private". |
| This is a condition node which passes program to the TRUE path if room mode is "PRIVATE", otherwise to the FALSE path. Input: N/A Output: If room is not private, checks task name whose state changed. |
| Checks if the task name whose state changed is "CLOSED". Input: Task Name "CLOSED" Output: If task is closed, checks reason for state change. |
3.1.1. Check Reason for Task State Change | Checks if the reason for task state change is "FORCE_CLOSED". Input: Reason "FORCE_CLOSED" Output: If force closed, checks active media direction. |
3.1.2. Check Active Media Direction | Checks if the active media direction is "DIRECT_CONFERENCE". Input: Direction "DIRECT_CONFERENCE" Output: If not direct conference, checks state changed task mode. |
3.1.3. Check State Changed Task Mode | Checks if the state changed task mode is "QUEUE". Input: Mode "QUEUE" Output: If queue mode, sends technical issues message. |
3.1.4. Plain Message | Sends a message informing the customer about technical issues. Input: "Your chat has ended due to technical issues. Please come back later at a convenient time." Output: Technical issues notification sent. |
3.2.1. Check Channel Type | Checks if channel type is "CX_VOICE" for INITIATING session. Input: Channel Type "CX_VOICE", Session "INITIATING" Output: If not CX_VOICE, continues to the next node. |
3.2.2. Check Channel Type | Checks if channel type is "CISCO_CC" for INITIATING session. Input: Channel Type "CISCO_CC", Session "INITIATING" Output: If not CISCO_CC, continues to the next node. |
3.2.3. Check Reason for Task State Change | Checks if the reason for task state change is "NO_AGENT_AVAILABLE". Input: Reason "No Agent Available" Output: If true, continues to the next node. |
3.2.4. Check Active Media Direction | Checks if the active media direction is "DIRECT_TRANSFER". Input: Direction "Direct Transfer" Output: If true, continues to the next node. |
3.2.5. Check State Changed Task Mode | Checks if the state changed task mode is "AGENT". Input: Mode "Agent" Output: If true, continues to find agent subflow. |
3.2.6. Find Agent Subflow | The find agent subflow that will route the conversation to find an agent. |
16. Find Agent
Whenever the a request is made to find an agent, FIND_AGENT event is published. Conversation Manager calls the Conversation Studio Controller API with this intent, and as a result this flow is triggered.
Node | Description |
|---|---|
Find Agent | This is the INIT node, which is invoked by the controller when its endpoint is called by Conversation Manager with the intent "FIND_AGENT". Input: The payload received in request. Output: It calls the Find Agent Subflow to find an available agent. |
Find Agent Subflow | A reusable subflow that handles the agent finding process including data extraction, priority setting, queue determination, recent conversation checks, and agent dispatch. Input: Conversation context Output: Agent finding process completed. |
Find Agent Subflow Components
The Find Agent Subflow is a reusable component used by multiple flows that contains the following sequence:
Node | Description |
|---|---|
Extract Data | Extracts relevant data from the conversation context for agent finding. Input: Conversation payload Output: Extracted data passed to next node. |
Set Priority | Sets the priority level for the agent finding request. Input: Extracted data Output: Priority set and passed to next node. |
Determine Queue | Determines the appropriate queue for agent assignment based on conversation context. Input: Priority data Output: Queue determined and passed to next node. |
Check Recent Conversations | Checks for recent conversations to potentially assign the same agent. Input: Queue data Output: Two paths - if recent agent found, sets last agent ID; otherwise continues to dispatch. |
Set Last Agent ID | Sets the last agent ID if a recent conversation agent is found. Input: Recent agent data Output: Last agent ID set and continues to dispatch. |
Dispatch Find Agent | Dispatches the agent finding request to the system. Input: All processed data Output: Agent finding request dispatched. |