Flows Advanced Topics

This knowledge base article will provide the technical information you need to manage Flows, use it, and be familiar with the feature limitations. This article is aimed towards admin users and anyone interested in Flows advanced topics.

With Flows, you can categorize your interactions to quickly analyze and understand the customer interactions and state.

This article follows the previous knowledge base article on how to Manage Your Customer Interactions with Flows, please read it first.
 

How to add a new Flow?

In order to align the Flows with your CS flows, we encourage admins to add more Flows to monitor and analyze your customer interactions.

Open the Flows page under Settings menu, and click on "Add Flow" button. 

 
Select the Flow display name and icon, and save it.

How to edit a Flow?

In the Flows settings page, click on the Flow card.

Edit the Flow display name or icon, and save it.

What happens if I change the Flow icon or display name?

Once changing Flow content (display name or icon) this change will be reflected in Flow filtering and Flow assignment.

The new content will be reflected in all the current activities assigned by this Flow. 

Can I delete a Flow?

Admin can delete a Flow that has no activities or disable a Flow that has activities.

Once a Flow is deleted, it will not appear in the system at all.

Once a Flow is disabled, users will not be able to assign or to filter by a disabled Flow. 

What is a default Flow?

A default Flow will be pre-selected when creating a new task, touchpoint, SuccessPlay or campaign.

There must be one default Flow. 

In addition, the default Flow will be automatically assigned to every "email to touchpoint" send to Totango. 
 

What is a system Flow?

A system Flow is a Flow used by Totango for its own automatic assignments, for example, if your Totango is integrated with Zendesk, "Support" Flow will be automatically assigned to all Zendesk events.

The system Flows cannot be edited or disabled.

Can I add my own icons?

Flow has its own icon inventory, you can not add your own icons.

What is counted as activities for a Flow?

• Number of campaigns with this Flow
• Number of SuccessPlays with this Flow
• Number of timeline events with this Flow

Can I reorder the Flow filters?

The Flow filters can not be reordered.

Can I reorder the last occurrence widget in account Profile?

Admin can select which Flows will appear in the widget, and reorder it.

The widget can present up to 5 last occurrence dates.

How do I get the Flow to sync to Salesforce?

In order for the Flow to be synced to SFDC it needs to be defined as a value within:
Tasks Fields: Type
Event Fields: Type

If you do not define the value within type in either one of these, the value for Type will be Unknown. The sync will not create the values for you.

How can I use Flows to create an account segment?

The Flows appear under "WORK" section in any segmentation engine.
Read more about Flows segmentation here.

I have an active integration with Zendesk, the support last occurrence date in the widget does not update every time a new ticket is created?

The automated support ticket coming from Zendesk will not be counted for the last occurrence date, only user interactions are counted.

I created a task and the activity last occurrence date in the widget was not updated?

Activity last occurrence date is updated only when a task is completed or a touchpoint is created. 

I changed the task due date, and no timeline event was created. Should a timeline event be created? 

The only task changes that will create a timeline event are task completion, assignee changed, and any priority change.

Editing a task due date, Flow, or task description will not create a new timeline event, but will update the task itself, and all the events previously created for this task. 
For example, if you change the task content 2 days after its creation, it will update the content in the original task creation timeline event as well.  

Do I need to refresh the account profile page to view the newly added tasks or touchpoints?

No.
Every newly added task and touchpoint will immediately be reflected in Totango.

One of my touchpoints appears in the last occurrence widget, When I deleted this touchpoint, it was not removed from the last occurrence widget immediately. Do I need to refresh the account profile page?

Yes.
Deleting a touchpoint will not immediately be reflected in the last occurrence widget. You need to refresh the page.
Changing the Flow of the touchpoint which appears in the last occurrence widget, will require a page refresh as well.

Can anyone edit touchpoints?

 The touchpoint owner (the user that created the touchpoint), and admin user can edit a touchpoint), and admin user can edit a touchpoint.

Are there any permissions for deleting a touchpoint?

 The touchpoint owner (the user that created the touchpoint), and admin user can delete a touchpoint.touchpoint owner (the user that created the touchpoint), and admin user can delete a touchpoint.

For more information, contact your CSM or Totango’s support team.