Popflow Studio is a visual interface designer that allows our customers to build custom experiences for agents. With Popflow you can:
Build custom screen pops based on Interaction data.
Take full advantage of CTI data and build custom flows.
Test different call scenarios with different workflows to tune a better customer experience.
Pull data and from 3rd party data endpoints.
Glossary
Here are a few terms that we will be using:
Term
Definition
Example
CRM
The term CRM is a generic term which can be interchangeable with ticketing system. We currently support Oracle Service Cloud and any Fusion Based CRM ( Engagement Cloud and Sales Cloud)
When you log into popflow you will see your CRM "instances." This allows you design different workflows for your different CRM instances.
Event
Events are used to trigger popflows. If you are licensed for harmony, you can take full advantage of pre-defined events that are triggered via the harmony mediabar. You can also create custom events that allow you to trigger events via our connect api.
You can trigger popflows when a user answers the phone, then trigger another one when they hang up. You can also trigger a workflow when the user clicks on a button inside of a CRM.
Activities
Activities are atomic pieces of logic. Activities work together to construct logic for a workflow.
The Post data Activities simplify getting data out of the CRM. Open Workspace or Pop page open pages in the CRM.
Workflows
Workflows are a set of activities that are to be executed on an event.
A simple contact lookup workflow
Then Or Next
Then or next are the next steps in a workflow. Activities placed in the the then or next location execute after the previous activity has completed.
Use the Get data Activity to get data. If there is a single match bing the contact card in harmony THEN show a popup notification.
Interaction Data
Interaction data is typically data that is passed to popflow via a key value pair. This can be IVR data or simply data passed from and ACD
Result Data
Control Flow
For each
Trigger Named Event ( Oracle Service Cloud Only)
If
Switch
Presentation
Pop Search and select
Pop Open Workspace
Pop Create Workspace
Harmony Mediabar Interaction Card
Set Chat Incident Data
Working with Data
Get Data
This will perform a get request to an object or entity. Use this to fetch data
Insert Data
This will perform a post to the underlying data
Update Data
This will perform a patch to the underlying data
Get Incidents By ContactId
Set Data
Can be used to Set interaction data or other variables in popflow.
