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.
Once created, you’ll assign your Logic+ flow to a campaign stage. Select one of the options below to jump to the appropriate section.
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.”
Once you are in your new Logic+ flow, you have the ability to create a new flow through the UI Panels or via JSON editing. For the purposes of this guide, we’ll be using the panels, but you can toggle your view at any time by using the Panels or JSON icons at the top of your editor.
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.
Field Name | Sample Value |
|---|---|
$.type |
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$.status |
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$.date |
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$.campaignMemberId |
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$.id |
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$.accountID |
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$.city |
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$.state |
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$.zip |
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$.country |
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$.firstName |
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$.lastName |
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$.fullName |
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$.title |
|
| |
$.companyName |
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$.recordOwnerId |
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$.phone |
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$.website |
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$.callbackDatetime |
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$.importedQTime |
|
You can use as many (or as little) of these variables as necessary for your campaign, you just need to set them at the beginning of the flow.
Click the “Set Variable” Panel
This will give you a blank “Set Variable” panel.
Give your panel a quick name (for your reference later) by using the “Panel Name” field at the top of the panel. Then, use the “Variable Name” field to set the variable you’d like to use later. In this example, we want to set the phone number so that we can use it within our SMS. So, we’ll label the Variable Name as “number.”
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:
the variable to “Expression”
the Function as JSON Path
Field One as $(member).
The only field that changes for variables passed to Logic+ from OmniOut, is Field Two. Here, you enter the appropriate variable from the table above.
Variable 1: So, if we want to set a phone number as a variable, we’ll select “Expression,” JSON Path as the Function, Field One as “$(member),” and “$.phone” as Field Two. (See example below).
Variable 2: One more example we will use is the First Name of our contact. Again, we’ll select the “Set Variable” Panel, then set the Panel Name to something recognizable for us later. Then, we’ll set the Variable Name to firstname, we’ll select “Expression” as the Variable type, JSON Path as the Function, Field One as “$(member),” and “$.firstName” as Field Two. (See example below)
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.
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.
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.
SMS-Specific Panel Fields
Field Name | Description |
|---|---|
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. You will not be able to publish your Logic+ flow if the number is not available within your Inbound Routes. |
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.” |
Once you’ve set your SMS Panel, be sure to connect it to the rest of your flow by choosing your new SMS panel as an Exit from one of your previous panels. In this example, we’ll select the Appointment Reminder MSG panel as an exit for First Name. Just like before, we’ll see a connector line appear between the two panels.
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.
Create a new Set Variable panel for the “$.email” variable.
In this case, I adjusted the Set Variable panels so that all of the variables were at the beginning of the flow, this is just personal preference. As long as the Set Variable panel comes before the new Send Email panel, you will be okay.
Email-Specific Fields
Field Name | Description |
|---|---|
Recipient Email | For the Recipient you’ll use the “$(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) This email address or domain must be whitelisted by Sharpen through Amazon SES. Please reach out to your CSM with any questions about this process. Logic+ will allow you to save and publish your flow, but the message will not be sent unless the whitelist process is complete. |
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:
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.
To use this option, select “Transfer to Logic Classic” from the New Panel type.
Logic Classic Fields
Field Name | Description |
|---|---|
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. You will not be able to publish your Logic+ flow if the number is not available within your Inbound Routes. |
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). |
Here is an example utilizing the Transfer to Logic Classic panel with the information above.
In the example above, we have three different agentless actions taking place. The contact would receive an SMS reminder, an email reminder, and receive a call that would point towards a Logic Classic prompt. This was more for illustrative purposes than anything.
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.
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.
To get started, select Agentless from the Action Dropdown for a given step.
This will load a second drop down labeled “Logic ID.” Select your agentless Logic+ flow from this drop down menu. If you do not see Agentless within the drop down or are unable to save your agentless step, make sure the LogicID field has been added to the FathomSASFCampaignsStatus table.
Since an agentless interaction can’t have dynamic dispositions, the outcome of your agentless step for SMS and Email will be the default disposition for your campaign. Ensure that the default disposition routes to the appropriate OmniOut stage (likely the next stage).
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+.