Atmosphere® SmartFlows Quick Start Guide

Overview

 

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.

 


 

Getting Started

Log in to your IntelePeer account through the IntelePeer Customer Portal (https://customer.intelepeer.com). 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

Terms

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.

Homepage

When opening SmartFlows, you will be brought to the homepage.

 

At the top right-hand side of the screen, you will see three icons.

 

Below these icons, you will see the list of flows that you’ve created and the button to create a new flow.

 


 

Start Building Your 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.

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 3 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.

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.

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:

Play Audio

Record Response

Speech Recognition

 

Switch

Transfer


SMS

Now that you’ve built the 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:

 


 

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.

 


 

Number Assignment

Here you will manage the numbers that you’ve been assigned by IntelePeer and assign numbers to flows.

 


 

Glossary of Terms

Actions

Actions are 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: Trigger, Basic, Control, and Premium. Trigger, Basic, and Control actions are available with any SmartFlows subscription. Premium actions are available at an extra cost.

 

Actions Menu

The List of Actions lives on the left-side of the Board. It is where you will see actions that are available. It is also where you select actions to drag and drop onto the Board.

 

Audio Library

The Audio Library is where your pre-recorded files are saved. This is where you will store any IVR responses that you record yourself.

 

Blocks

Blocks are the actual icons that you drag onto the board. Each block has an identifying number displayed on the tab on the top left corner based on the order in which the block was brought onto the board.

 

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.

 

Configurations

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.

 

Connector

The connector links an action to another action. It is the cord that links each block.

 

Deploy

Deploy your flow when you have all elements complete. As soon as you hit deploy, your flow will be active.

 

Execution

A journey a specific person’s execution of a flow, starting from the trigger action and ending with the completion of a flow.

 

Flow

A flow is the overall journey your end-user experiences. Flows are built using the drag-and-drop tools.

 

Inputs

Each action has its own inputs. Some inputs are required while others add optional functionality to certain verbs. Inputs can be found to the left of the board when an action is selected.

 

Port

Ports live on both sides of each block. A port is where a connector attaches to an action.

 

Save

Save your flow so that you can return to make adjustments at a later time.

 

Triggers

Triggers are actions that initiate a flow. A flow can only have one trigger. A flow needs a trigger to start.

 

Variables

Variables are placeholders for values that can be reused throughout the flow. For example, transcribed text will be assigned a variable that can be passed to another system in a web call. Variables follow this syntax: <Action type>_<Action ID number>.<Data type> Example: SPEECHREC_12.sentiment is a variable representing the sentiment (“positive” or “negative” string value) that is output from the Speech Recognition action at the #12 address.

 


 

Glossary of Actions & Inputs

Triggers

Inbound Call

  • Refer to the Number Assignments page to assign a number to the flow.

 

Inbound SMS

  • Refer to the Number Assignments page to assign a number to the flow.

 

Inbound API – Allows the user to execute a flow using an API with an external system.

  • Auth Token – When present, the token entered here is checked against a token provided by the external system for added security.
  • Content Type – The data format the receiver should expect.
  • Expected Input – The parameters expected from the external system.

 

Inbound Email coming soon

  • Email Address – The email address that will trigger the flow.
  • Server – The incoming mail server associated with the email address.
  • Domain – The domain of the email address.
  • Username – The username for the account associated with the email address.
  • Password – The password for the account associated with the email address.
  • Poll Server (Seconds) – How frequently the mailbox will be checked for new mail.

 

Basic

Dial – Dial out to a different phone line.

  • Number to Dial – The number to dial starting with a + and country code.
  • Send DTMF After Answer – Allows the flow to automatically enter known DTMF needed to progress to the subsequent step in the flow, such as extensions for specific departments or meeting codes for conference calls.
  • Specify From # – The identifying number to be displayed on the phone being dialed (caller ID).
  • VM Detection – Identifies whether a voice mail is detected and enables user to specify subsequent actions based on detection of voicemail.
  • Record Channel – When checked, creates a recording of the entire channel (i.e. all parties in a call) and creates a variable that can be used in later steps in the flow.
  • On Answer – Specify the course of the flow if the dial is answered.
  • No Answer – Specify the course of the flow if the dial is not answered by the time defined in the ‘Timeout (Seconds)’ field.
  • On User Busy – Specify the course of the flow if the dialed number is busy.
  • On VM – Specify the course of the flow if the dial reaches voicemail.

 

Transfer – Transfer to a different phone line. Functionally very similar to the dial verb. Has audio capability for transfer/whisper messaging.

  • Transfer to # – The number to dial starting with a + and country code.
  • Send DTMF After Answer – Allows the flow to automatically enter known DTMF needed to progress to the subsequent step in the flow, such as extensions for specific departments or meeting codes for conference calls.
  • Specify From # – The identifying number to be displayed on the phone being dialed (caller ID).
  • Record Channel – When checked, creates a recording of the entire channel (i.e. all parties in a call) and creates a variable that can be used in later steps in the flow.
  • Record Utterance – Begins recording as soon as voice energy from the caller is detected. The utterance is then stored in a variable that can be used in messages, logic, or external API calls.
  • Whisper Message Audio – Allows the user to choose an audio message to play that only the transferred party, not the caller, can hear. User can choose a clip from the audio library.
  • Transfer Message Audio – Allows the user to choose an audio message to play to the caller before transferring. User can choose a clip from the audio library.
  • On Answer – Specify the course of the flow if the dial is answered.
  • No Answer – Specify the course of the flow if the dial is not answered by the time defined in the ‘Timeout (Seconds)’ field.
  • On User Busy – Specify the course of the flow if the dialed number is busy.

 

Play Audio – Plays a clip of audio to the caller (text-to-speech or audio clip). Cannot be interrupted.

  • Available variables – Shows variables that have been created earlier in the flow and can be used in the configuration.
  • Channel ID – Choose which channel should be audio will be played on.
  • Voice selection – Allows the user to select a voice based on desired characteristics (gender, accent).
  • Text – Allows the user to enter text to be transformed into speech; variables can be used in this message.
  • Introductory Audio – Allows the user to select a clip of audio to play instead of text-to-speech.

 

Collect DTMF – Short for ‘Dual Tone – Multi Frequency’, this represents the functionality that collects input from the phone keypad. E.g., “please enter your eight-digit date of birth after the tone.”

  • Termination Key – Key that user will enter to indicate the end of the DTMF input sequence. Currently “#” is the only termination key available.
  • Timeout (Seconds) – The length of time a user has to input numbers before another action is taken.
  • Number of Digits – The number of digits you are collecting from the user. For example, collecting a credit card number would require entry of 16 digits, so the number 16 would be entered here.
  • Enable Speech Rec – Enable speech recognition in order to record responses, including press or say functionality.
  • Channel ID – Choose which channel should be audio will be played on.
  • Available Variables – Shows variables that have been created earlier in the flow and can be used in the configuration.
  • Voice Selection – Allows the user to select a voice based on desired characteristics (gender, accent).
  • Text – Allows the user to enter text to be transformed into speech; variables can be used in this message.
  • Introductory Audio – Allows the user to select a clip of audio to play instead of text-to-speech.
  • On Success – Configure the action to be taken after DTMF has been collected successfully.

 

Menu Tree – The Menu Tree is best used when you have many options to choose from with a DTMF.

  • Termination Key – Key that the user presses to indicate the end of the input; ends the collection process. The default termination key is #.
  • Max Retries – The maximum number of attempts a user is given to select a valid option before other action is taken.
  • Enable Speech Rec – Enable speech recognition in order to record responses, including press or say functionality.
  • Channel ID – Choose which channel should be audio will be played on.
  • Available variables – Shows variables that have been created earlier in the flow and can be used in the configuration (e.g. text-to-speech).
  • Voice selection – Allows the user to select a voice based on desired characteristics (gender, accent).
  • Add Text Dropdown – Selections made in this box indicate the destination field of the text entered in the text box. E.g. after entering text in the text area, selecting ‘Introductory Audio’ adds that text as ‘Introductory Audio’.
  • Audio Text Box– Text entered in this text box, once entered and an audio option is selected from the ‘Add Text’ dropdown, will be converted to speech and added to the flow in the destination field.
  • Introductory Audio – Audio played to the user to initiate the menu tree, prompting the user to select from the menu of options. Audio entered in this field will prompt the user for a start and end position. The starting position for the loop should be 0 and the user should increment 1 for each additional play. If another audio clip is added, its starting position should be after the end of the previous clip.
  • Timeout Audio – Audio played to the user after a certain amount of time has passed without an entry.
  • Invalid Entry Audio – Audio played to the user after an entry has been selected that is not part of the menu of options.
  • Max Retry Audio – Audio played to the user after maximum number of attempts has been reached & before initiating the error path.
  • Digits, * – Each digit represents the path that the flow should take after a user enters the corresponding DTMF digit. E.g. If the user is in this menu and selects ‘1’, the flow path connected to the arrow to the right of the ‘1’ will be taken.
  • ERR action – This action indicates the path that will be taken if the user exhausts all attempts to choose an option (maximum is set in the ‘max retries’ field).

 

Record Responsecoming soon – Record part or all of the call. You can select whether to only record the user, to only record your internal responder, or to record everything.

  • File Reference – Allows user to specify a name for the recording file. Not available as of 2Q18 launch.
  • Min Recording Length – The minimum number of seconds for a recording to be valid. Will not create a file until the minimum time has passed.
  • Max Recording Length – The maximum number of seconds for a recording
  • Detect Stop After – The number of seconds in which the user is silent before ending recording
  • Record Type – This will indicate which call parties should be recorded. Currently, the only available option is ‘Channel’, which records all parties on the call.
  • On Success – Indicates the path the flow will take after a response has been recorded successfully (response detected, > minimum, < maximum)
  • On Exceed Max – Indicates the path the flow will take after a response exceeds the maximum length of time allowed.
  • On Under Min – Indicates the path the flow will take if a response is collected but does not meet the minimum length of time.
  • No Response – Indicates the path the flow will take if no response is collected.

 

External Web Call – Allows user to configure API to send and receive information with an external system.

  • API method coming soon – POST (sending data out) is currently available. GET will be for JSON data and basic authentication will be available in 2019.
  • URL of Service – The URL address of the API.
  • Available Variables – Shows variables that have been created earlier in the flow and can be used in the configuration.
  • Enter Text – Text area where free form text or variables can be entered to send to an external system.
  • On Success – Indicates the path the flow will take if the API call is successful.
  • On Failure – Indicates the path the flow will take if the API call fails.

 

SMS – Send a text message.

  • Send To – The phone number to send the SMS to.
  • Send From – The phone number that the SMS will be sent from.
  • Available Variables – Shows variables that have been created earlier in the flow and can be used in the configuration.
  • Message – The content of the text message to be sent; variables can be used here.
  • Response Timeout (seconds) – The amount of time that the flow should wait for an SMS response before continuing the flow.
  • On Success – Indicate the path the flow will take after successful send.
  • On Failure to Send – Indicates the path the flow will take after failed delivery.

 

Hangup – Ends a call.

 

Control

Condition – Allows an action to be taken given a specific condition in a previous flow. Ex., if sentiment of a previous recording stored in a variable is returned negative, the flow can move down a separate path for escalation to a representative, for example. Click the + button to add a condition. Multiple conditions can be added to check for multiple criteria at once. Note: if the results of a specific condition matter for data analytics purposes, that condition should be evaluated by itself because this action will only return true or false without detail about which condition is false.

  • Variable – The variable to be evaluated for a specific condition.
  • Condition – The evaluation method (equals, greater than, less than, contains)
  • Value – The evaluation criterion. E.g. if checking whether a section of text contains a certain word, place the expected word in this field and use the ‘contains’ condition.
  • If all conditions true – Indicates the path the flow will take if the condition is returned ‘true’.
  • On False – Indicates the path the flow will take if the condition is returned ‘false’.

 

Switch – The equivalent of condition with the added ability to change the path of the flow based on the evaluation of a specific criterion. For each criterion, a new arrow will be added to the body of the action, which can then be used to direct the path of the flow if that condition evaluates to ‘true’. Statements are evaluated top to bottom, so the first true statement will initiate the next action. Limited to 12 tests.

  • Variable – The variable to be evaluated for a specific condition.
  • Rename – Provide a customer-defined name for the condition.
  • Condition – The evaluation method (equals, greater than, less than, contains)
  • Value – The evaluation criterion. E.g. if checking whether a section of text contains a certain word, place the expected word in this field and use the ‘contains’ condition.

 

Regex – Short for ‘regular expressions’, this is a syntax that enables the user to search and match strings for specific patterns. This can be used to extract valuable information from a chunk of text, such as credit card numbers, zip codes or other information that can drive business process automation. https://en.wikipedia.org/wiki/Regular_expression

https://regex101.com/

  • Regex – Expression against which the input will be evaluated for a match.
  • Input – Content to evaluate the regex against. Variables can be used.
  • Available Variables – Shows variables that have been created earlier in the flow and can be used in the configuration.
  • On Regex Match – Indicates the path the flow will take if a regex match is found.
  • On Failure – Indicates the path the flow will take if a regex match is not found.

 

Premium

Speech Recognition – Convert an audio recording into text and return sentiment and tonality.

  • File Reference – This drop-down will give you options of which recording to analyze. The number associate with each recording is based on the number of the node from which the recording came.
  • Sentiment – Analyzes sentiment of the recording and stores the returned value in the variable shown (e.g. SPEECHREC_12.sentiment).
  • Tonality – Analyzes tonality of the recording and stores the returned value in the variable shown (e.g. SPEECHREC_12.tonality).
  • Transcribed Text – Analyzes the recording for the content, converts it to text, and stores the returned value in the variable shown (e.g. SPEECHREC_12.text).

 

Sentiment – Return sentiment on a piece of text.

  • Text Feed – This drop-down will give you options of which piece of text to analyze. The number associate with each piece of text is based on the number of the node from which the piece of text came.
  • Sentiment – Analyzes sentiment of the piece of text and stores the returned value in the variable shown (e.g. SPEECHREC_12.sentiment).

 

Tonality – Return tonality on a piece of text.

  • Text Feed – This drop-down will give you options of which piece of text to analyze. The number associate with each piece of text is based on the number of the node from which the piece of text came.
  • Tonality – Analyzes tonality of the piece of text and stores the returned value in the variable shown (e.g. SPEECHREC_12.tonality).