In order to create an Agentless send, you’ll first need to create a Logic+ flow. Within Logic+, you’ll be able to design a flow that sends an SMS, Email, or Calls-to-IVR without agent intervention.
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Creating an Agentless Logic+ Flow
To get started on your agentless send, you’ll need to navigate to Admin > Configuration > Logic+. Then, click “Add New Logic.”
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Since we are using Panels, we will click on the New Panel button. This pulls up the available panels for you to use in your flow. The first panel to create are panels for any variables you want to use.
Setting Variables Using the Set Variable Panel
OmniOut will pass the following variables to Logic+
Many of these will not be necessary to use as part of your flow—they’re just listed here for full transparency. The green highlights are for commonly used variables.
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Again, use the Variable Table above to determine which variables you’d like to set for your particular flow. For variable from OmniOut, you will always set:
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Use this method to create additional variable panels (you can always come back and set more later).
Connecting Logic+ Panels
Now, you’ll need to connect your panels to each other to make a basic flow. Choose one of your panels as the “Flow Initiator.” This can be seen in the upper-right corner of any panel and designates this panel as the “beginning” of your flow. In this case, we’ll use the “Phone Number” Panel as the initiator.
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You can connect your panels by using the Exits Section of the Panel. From the “Phone Number” Panel, we’ll select the “First Name” Panel — letting Logic+ know that the flow should progress from “Phone Number” to “First Name.” Once selected, you’ll see a pathway form between the two panels.
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Creating an SMS Panel
Click the Create Panel button, then select Send SMS. Just like before, you’ll need to provide a Panel Name. In the example below, we’ll designate this panel as an Appointment Reminder.
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Field Name | Description | ||
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Recipient | For the Recipient you’ll use the variable you set above. Call to a variable using the $(variablename) format. It’s important to type the variable name exactly as you typed it in the Set Variable panel. If you followed this guide, you’ll use the number variable of “$(number)” - This means that the recipient is whatever phone number is passed from OmniOut. 👍 | ||
Sender | For the Sender field, you must use an inbound route that is listed under Admin > Configuration > Inbound Routes.
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Content | This is the body of your message. You can also call to set variables in this message body. For Example: This is a courtesy reminder that you have an appointment coming up tomorrow. If you need to reschedule, please respond to this message or call our offices at 317.123.4567. Have a great day and see you soon.” |
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At this point, you have a functioning agentless flow! You’ve set variables and used them to create an SMS panel. You can skip to OmniOut Action section if you’d like. Continue on if you want to see examples for email and Logic Classic. |
Creating an Email Panel
Just like before, we’ll navigate back to the New Panel button and select Send Email. This will feel like fairly familiar territory at this point. But, based on what we saw from SMS, we’ll likely need a new variable, the email address for the recipient.
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Field Name | Description | ||
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Recipient Email | For the Recipient you’ll use the “$(email)” variable set above. This means that the recipient is whatever phone number is passed from OmniOut. | ||
Sender Name | Enter the friendly name you want to use for your email. (e.g. Sharpen Customer Support) | ||
Sender Email | This is the email you’ll use to send the email. (e.g. support@sharpencx.com)
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Subject | The subject line of your email | ||
Body | This is the body of your email message. This field supports HTML markup if you want to add some flair to your message. You can use an HTML markup tool like https://html-online.com/editor/ if you need to create a message and output the HTML. For Example: |
Here is what our example looks like when filled out:
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Creating an Outbound Voice Panel
Our final agentless option is to place an outbound call that goes to an Auto Attendant (Logic Classic). This option allows you to place bulk outbound calls to an auto attendant for Self-Service, to play a voice prompt to a user, etc.
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Field Name | Description | ||
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Recipient Number | For the Recipient Number you’ll use the variable you set above. If you followed this guide, you’ll use the number variable of “$(number)” - This means that the recipient is whatever phone number is passed from OmniOut. 👍 | ||
CallerID Number | For the CallerID field, you must use an inbound route that is listed under Admin > Configuration > Inbound Routes.
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Transfer Number | This refers to the inbound route pointed to a Logic Classic flow. Think of this as the number you are using to transfer the caller to your logic classic. Please search this knowledgebase if you would like to learn more about configuring an inbound logic flow. | ||
Connection Timeout | The duration in seconds this flow will wait for a connection before timing out (and ultimately not transferring to the Logic Classic). |
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We’d recommend you don’t have so many communication layers in a single flow as they’ll happen simultaneously. Generally, try to take a “less is more” approach and create different Logic+ flows as they meet your needs.
Publish your Logic+ flow
Finally, once you’ve configured your Logic+ flow to your liking, you’ll need to Save and Publish using the buttons in the upper-right corner. Once the Draft is saved, you’ll be able to Publish your new flow. s
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Once published, your Logic+ flow will show up in OmniOut as an Agentless Action.
Setting a Logic+ Flow as Your Omniout Action
When creating an OmniOut flow, you now have the option to select “Agentless” from the Action Dropdown menu on a given Cadence step. This new Agentless option allows you to send SMS, Email, or Calls-to-IVR without agent intervention.
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Note: If you do not already have an agentless Logic+ flow created, save your campaign, open a new tab in your browser, and navigate to Admin > Configuration > Logic+. |