Atmosphere® SmartFlows is an intuitive platform that anyone can use to create and manage omni-channel communication workflows. Created by our team of customer experience experts, Atmosphere® SmartFlows is flexible and powerful enough to create applications tailored to your specific business workflows and customer interactions. Whether you are in marketing, customer support, or just short on development resources, it’s easy to build, automate, and integrate communications anywhere your business needs it—no coding required!
Creating automated interactions is a breeze with Atmosphere® SmartFlows. Simply drag and drop actions and connect them together into flows. Streamline business processes by integrating communications into your other business applications, such as CRM, marketing automation, contact center software, billing systems, and more.
Log in to your IntelePeer account through the IntelePeer Customer Portal (https://customer.intelepeer.com). Our recommended browsers are the current or most previous version of Chrome, Firefox, or Safari. Your applications will appear at the top of the page. You can also click My Applications in the side bar to access the Marketplace.
You will see the SmartFlows icon in the Marketplace. Click the icon to open the SmartFlows application.
Learning the Landscape
There are a few terms that you’ll need to know. We cover everything throughout this User Guide, but if you need to look something up quickly, you can find definitions from the glossary.
When opening SmartFlows, you will be brought to the Flows page.
You can filter to only show deployed flows by toggling at the top of the screen.
You can also see who created or modified a flow and when it happened.
At the left-hand side of the screen, you will see four icons.
Above the list of saved flows you’ve created, you will see the button to create a new flow.
Start Building Flows
A Flow is the overall journey that your end-user experiences. Flows are built using the drag and drop tools. They are comprised of Actions, Configurations, Connectors, and Blocks. Once you start building, this is what a flow might look like.
To start, click the New Flow icon. You will be brought to the screen below.
On the left-hand side of your screen, you’ll see options to create a new flow and edit existing flows. Beneath that, you will find your list of Actions. Any actions that are greyed out (like the ‘Inbound Email’ block below), are currently unavailable due to maintenance and will be available shortly.
Actions are the steps in the flow that you build for the customer. They are drag and drop tools that guide the customer through the call or chat. There are 4 types of Actions: Triggers, Basic, Control, and Premium.
In the center of the screen is your Board.
The Board is the graphical canvas on which you build each flow. You will drag and drop actions onto the board to start building.
You can zoom in and out of the board using the buttons at the top center. There is also an option to change the appearance of the Blocks and Connectors.
Any flows that you have created and saved appear as tabs above your board.
Now, you can start building your flow. Let’s start with something simple – an inbound call with sentiment analysis. Find “Inbound Call” under your list of triggers. Drag and drop the block onto your board.
After dropping Inbound Call on your board, click to select the block. When you do, your Configurations will appear on the right side of the board.
Each action has required and optional configurations. The configurations will appear on the right-hand side of the board when you select an action.
Configurations include inputs and paths.
Find ‘Play Audio’ under your basic actions and drag the block onto your board. Now, click the Port on the right side of the ‘Inbound Call’ block and drag the Connector to the knob on the left side of the ‘Play Audio’ block.
A port is where a connector attaches to an action. An action can have multiple ports.
A connector is the cord that links the actions.What’s cool is that if you click on a connectors, it will highlight the path to the next action. This helps you keep your place, especially as your flows start to grow in complexity.
Continue to drag and drop: ‘Record Response’, ‘Speech Recog’, ‘Switch’, ‘Transfer’, and ‘SMS’ onto your board. Your flow should look like the photo below.
Click on each action and complete the following configurations:
You have the option to use our text-to-speech capabilities or to play an audio file that you’ve uploaded into SmartFlows. If you enter a message to use with text-to-speech, click the blue + sign next to text to add it to the flow. To use an audio file, simply drag it from the Audio Library to the corresponding section below.
Enter the number you would like to transfer the call to. In the “Specify From” field, click the magnifying glass icon to choose from existing numbers in your inventory.
Now that you’ve built the flow, you can Validate, Save and Deploy it. Note: If you have the Starter package, you can create and deploy one flow at a time, while Professional and Enterprise users can deploy unlimited flows. Click anywhere on the board to reveal the Validate, Save, and Deploy options. Validate will confirm all necessary configurations have been completed and that the flow is functional. Save ensures that you don’t lose changes to your flow if you navigate away. Once you know that a flow is valid, it’s time to save and deploy! Clicking deploy means your flow is active and ready for use if there is a number associated with it. Once your flow is deployed, visit the Number Assignment page to assign a number to your flow.
Let’s explore what the customer will experience. A user calls in, which triggers the flow. Then, audio will play. For the audio recording, you have the option to use SmartFlows’ text-to-speech feature or you can upload your own audio files. The caller will speak after the audio plays. Their response will be recorded and the sentiment will be analyzed through the ‘Speech Recog’ action. Depending on whether their response is positive or negative, the ‘Switch’ action will either transfer the caller to a different department or send them an SMS with a coupon thanking them for their feedback.
This is a very basic flow to get you started. There many ways that you can route a caller when they call in. For instance, here is what a simple IVR with four options might look like:
A flow can be made private or shared with any number of other users for added control or collaboration, depending on the situation.
To open these new sharing options, go into the flow you want to share and click anywhere on the canvas to open the Flow Metadata screen.
The following options are available:
Private: Only I can edit my flow
Public: Everyone in my account can see and edit my flow
Shared with specific people: People I have added can see and edit my flow
To share with others on your team, you will need their user IDs. This is the credential that they use to log in to Atmosphere applications and is visible on any flows they have created in the Flows page:
Click ‘Shared with Specific People’. This will open a new section with an input box to enter the User ID. Note: this needs to be an exact match to the user ID in order to be shared; please double-check for the correct spelling.
Click the ‘Add’ button once the user ID is entered to share and you will see the user ID at the bottom of the box indicating that a user matching that ID will be able to view and edit your flow.
Templates allow users to save time by creating a flow once that can be used as many times as you need.
To start using templates, navigate to the Flows page and click “Add New”. Select “Template”.
A pop-up will appear with a list of templates that are available to you. Select which template you would like to build your new flow off of.
The flow you’ve selected will appear on your board as “TemplateName_copy”. You can customize the template and complete the configurations to better suit your needs.
Once you’ve reconfigured your actions based on your needs, save and deploy!
Integrating with Atmosphere® Engage
What is Atmosphere® Engage?
Atmosphere® Engage is a simple and effective way to manage, execute, and measure SMS and voice campaigns with your contacts. This ready-to-use application allows you to focus less on the technical side of building campaigns, and more on engaging with your target audience.
How can you use Atmosphere® Engage and SmartFlows together?
While SmartFlows lets you build custom flows, Engage lets you easily execute them. By creating your flows in SmartFlows and using Engage to send outbound communications, you have the ability to connect with your audience in an effective and personalized way.
Let’s look at an example. Say you would like to send out an appointment reminder phone call. Build your flow to look like the one below.
Once you build and save a flow in SmartFlows, it will become available to use for an Engage campaign. Go to your IntelePeer account through the IntelePeer Customer Portal (http://customer.intelepeer.com). Click My Applications in the side bar to access the Marketplace. Engage should appear just next to SmartFlows if you have already added it to your IntelePeer services.
When you open Engage, you will be brought to this screen:
You will then be brought to the screen for creating a new campaign. On this screen you will see the option to “Choose Flow.” When you click this, a list of the flows you’ve created in SmartFlows will appear.
Once you add and save your campaign, you will be able to run it. Return to the homepage and find the campaign you created. By clicking the ‘Run’ button, your campaign will activate and initiate the flow you’ve built.
For more a more in-depth guide to building campaigns in Engage, please see the Engage Quick Start Guide.
Manage Audio Library
Here you will manage recordings that are taken during flows and recordings that you upload to play during call flows.
Here you will manage the numbers that you’ve been assigned by IntelePeer and assign numbers to flows. Multiple numbers can be assigned to the same flow. Simply click the check box next to the number you would like to assign and click “Assign Flow”.
When you click “Assign Flow” you will see a list of flows that you’ve deployed. Find the flow that you would like to assign and click “Assign”.