Workflow Steps - Shared

Dialpad’s shared workflow steps provide personalized conversation flows, efficiently routing callers to the appropriate information and contacts.

Let’s take a look at the shared workflow steps available in Dialpad.

Who can use this

Shared workflows are available to Dialpad Users on all plans and licenses.

Office and Company Admins can create Workflows for Offices, Mainline numbers, Departments, and Contact Centers.

Step types

Customize your conversation experience with Dialpad’s shared workflow steps. They include these logic steps:

Go-To

The Go-to step moves the user to another part of your Workflow, reducing duplication by avoiding multiple path creation. For example, if you have a transfer option that transfers users to your Sales department, use a Go-to step to reach that configuration from multiple parts of the Workflow. This simplifies editing common functions and creates a common path for common steps. If the destination is an Workflow and there is no terminal step in the path, the execution will resume with the step following the Go-to step.

To add a Go-to step:

1. Open the desired workflow and select ‘+’ to add a new step to your workflow

   

2. Under Logic, select Go-to

   

3. Name the Go-to step

   Note

   The name must be unique across your workflow and is a required field.

4. Select your destination, options include:

   • Workflow - Select one of your existing Workflows.

   • Step - Select one of your existing steps in the current Workflow.

5. Select Add

Use the ‘+’ function from the workflow editor to add a step after the Go-to step. This step will execute if the Go-to step returns from processing.

Note

Be careful to avoid looping! If you call a step that will repeatedly reach a Go-to step, you’ll create a loop. If detected, loops will stop processing and terminate the session, creating a frustrating experience for your users.

Assign

The Assign step creates or updates variables to store information during the session, allowing for greater personalization.

Use the Assign step to:

• Set a value to use later in the workflow.

  • For example, use the ‘agent.skill variable’ when searching for an agent to route to.

• Save the value of an existing session variable

• Save and set values that can be used for API calls in Expert Workflows.

To add an Assign step :

1. Open the desired workflow and select ‘+’ to add a new step to your workflow

   

2. Under Logic, select Assign

   

3. Name the Assign step

4. Enter a variable name

   Note

   You can use a new name or select an existing variable from the dropdown.

5. Enter the value or expression
   

   Note

   You can use a variable name as the source of the Assign, or select one of the existing variables from the dropdown. New variables must be alphanumeric characters with no spaces or _ characters (if the variable already exists, the current value will be overwritten).

6. Select + Add new assignment if you want to add another assignment, or select Save

7. Select Add

Tip

Be sure to read this Help Center article for more details on variables.

Branch

The Branch Step evaluates system variables and performs specific actions based on the examined value.

Some examples of ways to use Branches include:

• Check a specific customer's email address using the {{custemail}} variable to perform actions based on it.

• Check an inbound email using the subject variable to route it to the appropriate workflow.

To add a Branch step:

1. Open the desired workflow and select ‘+’ to add a new step to your workflow

   

2. Under Logic, select Branch

   

3. Name the Branch step

4. Select a variable to be evaluated

   • You can choose from the system variables in the drop-down menu, or you can type your custom variable into the edit box.

     

5. Select Add

Once the Branch step has been created, you will have an empty conditional leg with an optional no-match path.

Select the Edit icon to edit the condition — this will be the text or regular expression used to match against your variable value.

For example, if you have a specific email channel dealing with billing inquires, branch the customer email based on request type. If the customer asks about renewals, add a variable for subject headings labelled "renewals" (e.g., subject:$renewal^) in one branch. In the other branch, you can add the same variable but for subjects labelled “billing issues” (e.g., subject:$billingissue^).

Select the check mark to confirm the condition and save it to the leg.

Add additional steps using the + button below the condition.

• Add below the “No Match” leg for items that do not match any condition.

• If you want to add more conditional legs, click the + below the Branch node.

To delete a conditional leg, hover over the condition and select the Trash can.

Tips

It is recommended to use ^ to mark the start of any string (words or numbers) and use a $ to mark the end of the string.

The evaluation of variables can be a static string value, or you can use more powerful regular expressions like the ones listed above.

Customer Data

The Customer Data step simplifies the process of collecting and sharing key customer details that agents and supervisors can view during a session. This enables faster responses, more personalized conversations, and eliminates the need to repeat questions. To set it up, admins define key-value pairs within the workflow step to capture and pass along important customer information.

To add a Customer Data step:

1. Open the desired workflow and select ‘+’ to add a new step to your workflow

   

2. Under Logic, select Customer Data

   

3. Name the customer data step

4. Define the Value (variable) for each key:

   System Variables	Select from a list of pre-defined Dialpad variables such as Customer Name, Customer Email, Company Name, etc. These variables dynamically insert information related to the current session.
   Variables from other nodes	If you have previously used other nodes (like the "Collect" node to capture digits or speech) and assigned the collected information to a variable, these variables will be available for selection in a list after the system variables.
   Manually entered variables	For other existing pre-defined variables not shown in the list, you can manually type the variable name enclosed in double curly braces (e.g., {{my_custom_variable}}).
   Static Values	Enter a fixed text value directly (e.g., "Sales Inquiry", "Support Queue 1").
   Combination of text and variables	Combine static text with variables to create a descriptive value (e.g., "Caller selected: {{MenuChoice}}").

   

   Note

   You can add up to 10 variables per Customer Data Step.

5. Select Add

   Tip

   When using multiple values, drag and drop them into the desired order.

Once you’ve created a Customer Data step, go to your Office Settings and enable customer context on calls.

To enable customer context on calls, go to your Dialpad Admin Settings.

1. Select Office Settings

2. Navigate to Customer Context on Calls

3. Select the Enable customer context on calls checkbox
   

External API

The External API step allows you to fetch data from a separate platform (such as a CRM) via REST APIs. This is useful for retrieving information, such as a customer account or a shipping order.

Note

Make sure the API is accessible via the public internet.

To add an External API step:

1. Open the desired workflow and select ‘+’ to add a new step to your workflow

   

2. Under Logic, select External API

   

3. Name the External API step

4. Enter the URL to make the request to the external REST API

   • Example: https://example.com/api/users

     Note

     Ensure that https:// is included in the URL.

5. Add any URL parameters to the URL API call

   • Example: ?email={{customer.businessid.email}}

6. Choose the method the API will use for the operation:

   • GET

   • POST

   • PUT

   • PATCH

   

7. Add any additional headers to the API

   • Example:

     • Authorization: Bearer {{accessToken}}

     • Accept: application/json

8. Enter any optional Body or POST JSON data to the API

   • Example:

     • {

        "name": "{{userName}}",

        "age": "{{userAge|type=jsonnumber}}",

        "isActive": "{{isUserActive|type=jsonboolean}}",

        "address": "{{userAddress|type=json}}",

        "phone": "{{userPhone|type=json}}"

       }

9. Select any variable assignments

   • Examples:

     • Name

     • isActive

     • address.zip

       Note

       Variables can be URL encoded or transposed to JSON using the following formatting on the variable:

       • JSON: {{exampleVariableName|type=json}}

       • URL Encoded: {{exampleURLString|type=urlqueryvalue}}

       • Number in JSON Body value: "{{num|type=jsonnumber}}"

       • Boolean in JSON Body value: "bool":"{{bool|type=jsonboolean}}"

       These examples above are used in expert mode, but highlight how you can use variables in the standard External API step.

   

10. Select Add

Note

For more complex workflows that use APIs, use the Expert Step and configure the API within an Expert Workflow.

Note

Most APIs take only a few seconds to process and can be used with the standard External API step. For APIs that require longer processing times, it’s recommended to use an Expert Workflow.

Expert

Expert steps must be configured by our Professional Services team. Please contact your Customer Success Manager to get started.

To learn more about Expert Workflows, check out this Help Center article.