Build your first voice workflow

This tutorial walks you through a simple voice workflow: callers hear a greeting during opening hours and wait for an agent, and outside opening hours they hear a closed message.

Start here → Check opening hours ─ Open ─────→ Announcement "Welcome" → Queue → End conversation
                                 ├ Closed ───→ Announcement "We're closed" → End conversation
                                 └ Holiday ──→ (same as Closed)

It takes about 15 minutes. For details on any node, follow the links to the Voice workflows reference.

Before you start

  • You need access to the Voice section of the Graia CCaaS Portal. Access depends on your role.
  • Prepare the text of your two messages, or audio files for them. Check the supported audio file formats.
  • Your channel's opening hours and holidays are set on the voice channel. The workflow uses them in step 3.

1. Create the workflow

  1. In the portal, go to Voice › Workflows and click Create.
  2. Give the workflow a name. Include the media type and purpose, for example Voice - Support line. See the naming best practices.
  3. Click Create. The workflow designer opens with a Start here node.

2. Add your first node

Every node is added the same way: click the black dot on a node's output and drag it in any direction. A menu opens where you choose the next node. See Start here.

3. Check the opening hours

  1. Drag from Start here and choose Check opening hours.
  2. The node has three outputs:
    • Open: the channel is within business hours.
    • Closed: the channel is outside business hours.
    • Holiday: the channel is closed for a holiday.

You'll connect each output in the next steps. See Check opening hours.

4. Greet callers and queue them

  1. Drag from the Open output and choose Announcement.
  2. Enter a text-to-speech message, such as Welcome to Graia support. Please hold while we connect you., or upload an audio file. See Announcement.
  3. Drag from the announcement's output and choose Queue.
  4. Set up the queue. The Queue node is the queue itself:
    • Give it a name, for example Support.
    • Choose its routing mode: automatic, manual or hybrid. You can't change the routing mode later. See Routing mode.
    • Optionally, choose a queue treatment for what callers hear while they wait.
  5. Drag from the queue's AgentDisconnect output and choose End conversation. This ends the call after the agent hangs up.

AgentDisconnect is the only queue output you must connect in this workflow. Other outputs become required when you use the matching options, such as a callback campaign or a queue timeout. See Queue outputs.

5. Handle closed hours and holidays

  1. Drag from the Closed output and choose Announcement.
  2. Enter a message such as Our office is closed. Our opening hours are 9:00 to 17:00, Monday to Friday.
  3. Drag from this announcement's output and choose End conversation.
  4. Connect the Holiday output to the same closed-message announcement. To connect an output to an existing node, select the output and use the search field to find the node. See Search for a node.

6. Save the workflow

Click Save at the top left of the designer.

If Save is disabled, a node still has a problem: look for a warning triangle in the node's header, or click the triangle in the designer toolbar at the bottom left to jump to it. Mandatory fields are marked with a red asterisk, and unconnected mandatory outputs with a red circle. See Saving a workflow.

7. Connect the workflow to a phone number

A workflow only receives calls once a voice channel uses it.

  1. Go to Voice › Channels.
  2. Create a channel, or open an existing one, and select your new workflow in the workflow drop-down.
  3. Save the channel.

See Create a voice channel.

8. Test it

Call the channel's phone number:

  • During opening hours, you should hear the welcome message and then wait in the queue. If an agent in the queue is available, the call is offered to them.
  • Outside opening hours, you should hear the closed message, and then the call ends.

Next steps