Hello,

We have a self-service task that allows a caller to use their phones dial pad to enter numeric values to perform a lookup in Salesforce and have information read back to them.

We are wanting to modify the task to use Amazon Lex bot to allow callers to speak their information so we can allow for both numeric and alpha numeric values.

What I want to do is to take the task and save it as a flow and then make the necessary changes for our need.

Is saving the task as a flow possible? If yes, how?

If we are able to save the task as a flow, how would we go about making changes to the actions at the beginning of the flow?  As the task is today, we have 2 collect input actions. With Amazon, we are combining the 2 together and need to delete one of the existing actions. When you click on the 3 dots and select Delete, it deletes everything under the action. We need to keep all those actions, is it possible to delete without deleting everything underneath it?



Was going to attach an export of the task but was not able to.

Thanks


#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Is saving the task as a flow possible? If yes, how?
You cannot turn a task into a flow.  You can however create a flow with just the task in it.
Copy your task.  See https://help.mypurecloud.com/articles/work-with-architect-editing-tools/ 
Using the same browser tab, create a new flow.
Paste the task into the reusable tasks section.
Make the task the starting task. https://help.mypurecloud.com/articles/set-starting-task/ 

We need to keep all those actions, is it possible to delete without deleting everything underneath it?
You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-06-2020 15:25
From: Ben Marthin
Subject: Save a Task as a new flow

Hello,

We have a self-service task that allows a caller to use their phones dial pad to enter numeric values to perform a lookup in Salesforce and have information read back to them.

We are wanting to modify the task to use Amazon Lex bot to allow callers to speak their information so we can allow for both numeric and alpha numeric values.

What I want to do is to take the task and save it as a flow and then make the necessary changes for our need.

Is saving the task as a flow possible? If yes, how?

If we are able to save the task as a flow, how would we go about making changes to the actions at the beginning of the flow?  As the task is today, we have 2 collect input actions. With Amazon, we are combining the 2 together and need to delete one of the existing actions. When you click on the 3 dots and select Delete, it deletes everything under the action. We need to keep all those actions, is it possible to delete without deleting everything underneath it?

Was going to attach an export of the task but was not able to.

Thanks


#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Melissa,

Thanks for the tips and documentation.

Still struggling on removing the actions. You wrote "You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent"

I can click the action and drag it outside of the box, but where should it be dropped? When I drop it to a blank space, it returns to the box it was removed from.

Thanks

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 10-06-2020 15:49
From: Melissa Bailey
Subject: Save a Task as a new flow

Is saving the task as a flow possible? If yes, how?
You cannot turn a task into a flow.  You can however create a flow with just the task in it.
Copy your task.  See https://help.mypurecloud.com/articles/work-with-architect-editing-tools/
Using the same browser tab, create a new flow.
Paste the task into the reusable tasks section.
Make the task the starting task. https://help.mypurecloud.com/articles/set-starting-task/

We need to keep all those actions, is it possible to delete without deleting everything underneath it?
You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-06-2020 15:25
From: Ben Marthin
Subject: Save a Task as a new flow

Hello,

We have a self-service task that allows a caller to use their phones dial pad to enter numeric values to perform a lookup in Salesforce and have information read back to them.

We are wanting to modify the task to use Amazon Lex bot to allow callers to speak their information so we can allow for both numeric and alpha numeric values.

What I want to do is to take the task and save it as a flow and then make the necessary changes for our need.

Is saving the task as a flow possible? If yes, how?

If we are able to save the task as a flow, how would we go about making changes to the actions at the beginning of the flow?  As the task is today, we have 2 collect input actions. With Amazon, we are combining the 2 together and need to delete one of the existing actions. When you click on the 3 dots and select Delete, it deletes everything under the action. We need to keep all those actions, is it possible to delete without deleting everything underneath it?

Was going to attach an export of the task but was not able to.

Thanks


#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

See the pic attached above.  Drop it on the down arrow.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-08-2020 09:32
From: Ben Marthin
Subject: Save a Task as a new flow

Melissa,

Thanks for the tips and documentation.

Still struggling on removing the actions. You wrote "You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent"

I can click the action and drag it outside of the box, but where should it be dropped? When I drop it to a blank space, it returns to the box it was removed from.

Thanks

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019

Original Message:
Sent: 10-06-2020 15:49
From: Melissa Bailey
Subject: Save a Task as a new flow

Is saving the task as a flow possible? If yes, how?
You cannot turn a task into a flow.  You can however create a flow with just the task in it.
Copy your task.  See https://help.mypurecloud.com/articles/work-with-architect-editing-tools/
Using the same browser tab, create a new flow.
Paste the task into the reusable tasks section.
Make the task the starting task. https://help.mypurecloud.com/articles/set-starting-task/

We need to keep all those actions, is it possible to delete without deleting everything underneath it?
You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-06-2020 15:25
From: Ben Marthin
Subject: Save a Task as a new flow

Hello,

We have a self-service task that allows a caller to use their phones dial pad to enter numeric values to perform a lookup in Salesforce and have information read back to them.

We are wanting to modify the task to use Amazon Lex bot to allow callers to speak their information so we can allow for both numeric and alpha numeric values.

What I want to do is to take the task and save it as a flow and then make the necessary changes for our need.

Is saving the task as a flow possible? If yes, how?

If we are able to save the task as a flow, how would we go about making changes to the actions at the beginning of the flow?  As the task is today, we have 2 collect input actions. With Amazon, we are combining the 2 together and need to delete one of the existing actions. When you click on the 3 dots and select Delete, it deletes everything under the action. We need to keep all those actions, is it possible to delete without deleting everything underneath it?

Was going to attach an export of the task but was not able to.

Thanks


#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Thanks Melissa, that helps.

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 10-08-2020 09:37
From: Melissa Bailey
Subject: Save a Task as a new flow

See the pic attached above.  Drop it on the down arrow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-08-2020 09:32
From: Ben Marthin
Subject: Save a Task as a new flow

Melissa,

Thanks for the tips and documentation.

Still struggling on removing the actions. You wrote "You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent"

I can click the action and drag it outside of the box, but where should it be dropped? When I drop it to a blank space, it returns to the box it was removed from.

Thanks

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019

Original Message:
Sent: 10-06-2020 15:49
From: Melissa Bailey
Subject: Save a Task as a new flow

Is saving the task as a flow possible? If yes, how?
You cannot turn a task into a flow.  You can however create a flow with just the task in it.
Copy your task.  See https://help.mypurecloud.com/articles/work-with-architect-editing-tools/
Using the same browser tab, create a new flow.
Paste the task into the reusable tasks section.
Make the task the starting task. https://help.mypurecloud.com/articles/set-starting-task/

We need to keep all those actions, is it possible to delete without deleting everything underneath it?
You need to move the action inside the collect outside of it before deleting.  You can do it with copy/paste or just drag & drop it.  Child actions will be moved with the parent.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-06-2020 15:25
From: Ben Marthin
Subject: Save a Task as a new flow

Hello,

We have a self-service task that allows a caller to use their phones dial pad to enter numeric values to perform a lookup in Salesforce and have information read back to them.

We are wanting to modify the task to use Amazon Lex bot to allow callers to speak their information so we can allow for both numeric and alpha numeric values.

What I want to do is to take the task and save it as a flow and then make the necessary changes for our need.

Is saving the task as a flow possible? If yes, how?

If we are able to save the task as a flow, how would we go about making changes to the actions at the beginning of the flow?  As the task is today, we have 2 collect input actions. With Amazon, we are combining the 2 together and need to delete one of the existing actions. When you click on the 3 dots and select Delete, it deletes everything under the action. We need to keep all those actions, is it possible to delete without deleting everything underneath it?

Was going to attach an export of the task but was not able to.

Thanks


#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------