About the Product

Configuration

  • Create and manage all modalities (voice/chat/SMS) in a simple and ready-to-use interface.
  • Triggers - initiate a workflow based on an event, including:
    • An external app sending a POST Request
    • Phone number (internal or external) ringing
    • Incoming Chat message through CloudLink or 3rd party applications, such as CM.com and Twilio.

Dashboard

  • Flow Execution Consumption
  • Training Videos
  • What’s New

Third-party Integrations

  • Third-party integrations including OpenAI, Salesforce, Gemini, Azure, and so on.
  • The following workflow examples can be achieved with 3rd party integrations:
    • Getting and Setting Calendar events for a mailbox
    • Sending messages to an MS Teams Channel
    • Setting / Getting MS Teams Presence
    • Sending Emails using O365 Integration
    • Voice / Chat AI bots
    • Handling of incoming messages through CM.com / Twilio
    • and more

Mitel Integrations

  • Supports Voice calls on MiVoice Business / MX- ONE / MiVoice 5000 / MiVoice 400
  • Supports Read and Write to a number of different MiVoice Business Forms.
  • Allows you to query and set PBX presence.
  • Allows you to send and trigger on MiCollab chats and streams.

MCX Integration

  • Query Employee MCX Realtime stats to make better decisions for routing.
  • Provision Callbacks to allow MCX Agent to call back the customer.
  • and more

Security & Access

  • Enforced API authentication via OAuth 2.0
  • Admin-only access (role-based access control coming soon)

Licensing

  • 2-tier licensing packages - Essential and Premier
  • Activities / Actions / Triggers are pre-defined as Essential or Premier
  • Flows will be marked as Premier or Essential depending on the activities used with a flow; if at least one Premier activity is used, the flow will be marked as Premier
Parent topic: What's New in Workflow Studio
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