Flow Types

A Studio flow is composed of a sequence of interconnected actions that are executed during a specific interaction path. Flows define Talkdesk customers’ multichannel journeys simply and effectively.

Studio features distinct flow types, each catering to unique use cases and equipped with a rich library of out-of-the-box components. This ready-to-use, pre-packaged library of powerful components that trigger actions such as fetching data from a CRM system, playing audio prompts, or sending automated messages, boosts the creation of personalized and seamless customer experiences.

These are the flow types available to address diverse use case scenarios:

Flow Type	Use Case Scenarios
API request	This flow type is triggered by an external system, via an Application Programming Interface (API) request. It can be used to request callbacks from a website, dial contact persons to notify them of a specific event, and forward those calls to an external phone.
Incoming call	This flow type handles interactions that start when an incoming call is received in the Talkdesk Contact Center until the moment the call finishes or after post-call actions are executed. Post-call actions are available so, for example, customer surveys can be conducted after an agent disconnects the call on its end and with the contact still in line. As in API flows, it includes a comprehensive set of channel-agnostic and voice-related actions.
Incoming message	With this single flow type, it is possible to define the customer experience after receiving an incoming message through digital channels, like SMS, chat, or email. It enables sending automated messages to contact persons and assigning agents to the conversation, besides leveraging the channel-agnostic library of Studio components.
Outgoing call	This kind of flow is used to manage manual outbound calls initiated by an agent, from the moment the contact person answers the call until the moment the call with the agent is established. It comprehends channel-agnostic business logic along with IVR-related actions, such as the ability to play messages and recording capabilities, for compliance purposes.