Creating Logic+ enables the creation of dynamic, customizable call flows that support seamless integrations and advanced functionalities for diverse operational needs. This tool offers a powerful framework to design and manage complex workflows within call environments. With Logic+, users can efficiently build and tailor call experiences to align with organizational goals.
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To create a working Logic from start to finish |
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, follow these steps:
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This section |
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will provide a detailed guide on each of these steps |
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Step 1: Create a new Logic
Navigate Admin → Configuration → Logic+
In the Logic+ home page, select New Logic+. A slide-out panel will be displayed.
Complete the displayed form fields:
Name: Enter a name for the new Logic.
Description: (optional) Enter any descriptive notes about the Logic here.
Select Submit. The Logic will be created and immediately opened in the Logic Editor, which will be displayed.
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You can edit the Logic's name and description later if needed.
For more details, see Step 4: Set up Routing… below.
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Add and configure panels. From the Panels Editor, drag and drop any panels you might need onto the Workspace. You can add a panel and configure it before adding more, or add several panels at once and configure them all afterward.
Connect panels to each another. Decide the order in which your panels should work, then connect them. As shown in Figure #, drag your first panel's output onto the next panel's input. Connect the next panel in sequence, and continue until all desired panels have been connected into one flow.
What if I leave some panels out? Your Logic's flow will only use the panels that you connect. It's okay to leave any unconnected panels in the workspace if desired.
Set a starting panel. Double-click the desired panel and select the Set as Flow Initiator button.
Revise your flow if needed. You can continue to add, configure, rearrange, and remove panels as needed. If you believe no other changes are needed, then your flow is complete.
Where does the flow end? A Logic's flow ends at the very last panel in sequence. We recommend testing your Logic to be sure that your Logic performs—and ends—as you intend.
Basic IVR Demonstration:
Play Message panel
Welcome Prompt
Switch panel
Routing Decision
Transfer To Queue panel
Sales Queue
Customer Service Queue
Disconnect panel
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What’s next?
You will perform some amount of testing to ensure that the Logic will run when triggered.
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You will set up inbound routes to the Logic (if needed, depending on your design).
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Additional testing is still recommended. The Logic Editor’s Verify Logic feature ONLY targets issues that prevent a Logic from running, and resolving all issues identified by it does not guarantee a Logic’s performance. We highly recommend further testing of your Logics to ensure that any other issues or unwanted behavior can be found before live use. |
Step 4: Set up routing and
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additional settings
How your Logic can be triggered will depend on its flow. [ Should confirm ways to trigger: outbound via OmniOut, inbound call, API] For inbound-triggered Logics, you must select one or more phone numbers available in your company's Sharpen platform account. This section covers the process.
In the Logic Editor, select Settings. The Logic Settings page will be displayed for the currently open Logic.
Select one or more phone numbers in the Owned Phone Numbers table. Selected numbers will be highlighted in light blue.
Select the (>) arrow. The selected numbers will be transferred to the Routing to... table.
If needed, use the (<) arrow to transfer any unwanted numbers back to the Owned Phone Numbers table.
Select Save Changes in the upper right corner of the page.
Inbound calls and/or SMS messages to any numbers in the Routing to... table will now trigger the current Logic when active.
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What’s next?
You will publish the Logic for live use.
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