Use step-by-step guides
A flow starts a step-by-step guide. To start a guide in the agent workspace, set one of the following events on the Set event flow block:
Default flow for Agent UI – Starts the guide when a contact arrives in the agent workspace.
Disconnect flow for Agent UI – Starts the guide when the contact ends.
Guides also run outside the agent workspace. Customers can complete a guide in chat. Managers and other business users can complete a guide on a workspace page.
