Workflow nodes

Workflows are built using a variety of different nodes. This article lists each one of our nodes and its function. 

Create Interaction: This node will create an interaction, along with setting key data such as the queue.

Update Interaction: This node will update the interaction, with any of the following actions:   

  • Setting the interaction to an open/closed state. 
  • Changing a data value within an interaction (this data is defined in dynamic data). 
  • Changing the queue an interaction is on. 
  • Setting the data set inside an interaction (defined in dynamic data sets). 
  • Removing users from an interaction.  

Find Interaction: This node will search for existing interactions based on parameters such as: 

  • ID 
  • Originator 

Assign to Interaction: Using the above Find Interaction node, this node will assign the echo to the relevant interaction by referencing the context used in the previous node.  

Regular Expression: This node searches for a specific pattern of data, using regular expressions.  

Autoresponder: This node can be configured to send an automated response upon execution (but only for certain channels).  

Decision: This node can be used to make decisions based on the output of other nodes; this is the equivalent of an if/then. 

Any Decision Node: This node similar to the above can be used to make decisions but allows for a mass import of options and provides exact match functionality. 

Stop Node: The stop node should be used to close workflows. 

💡 Please note: there is the option to continue processing through consequent workflows by not checking Stop Processing. For example, if a decision node shows that a customer has failed.  

Update Conversation: This can be used to update and set specific data against the conversation that has come through the workflow trigger.  

JavaScript Node: This node allows JS to be inserted to add additional power to workflow. All standard JS functions can be used in this node.  

Find Profile: Using dynamic data, you can search for a profile within the whole domain. 

Update Profile: Using the above, the profile can be updated with data or the originator can be added to the profile.  

Create Profile: If a profile isn’t found, you may want to create a profile. You will need to use the originator and add at least two data fields.  

Create Timer: This node gives the ability to set a timer that will then action a workflow template after a defined period.  

Stop Timer: Used with the above node, this node can stop actions being performed by setting an additional stop timer.   

Close Conversation Node: This will end a conversation within a certain interaction, based on a user-defined action.  

Voice Input Node: The ability to use text speech or a recording to present options to a customer and receive the response.  

Audio Output Node: To play an outbound message, recording, or audio url to a customer.

Voice Put On Hold Node: Used to place a call on hold and play the hold message for the relevant phone number. 

Voice Recording Node: This can be used to automatically start calls recording when a call is assigned to a user.

Add Note to Interaction Node: This can be used to add system notes to interactions, the colour of the note can be selected in the node and can differ from those added by advisors. 

Add Manual Echo Node: This function is available on the API and in workflow, this allows you add an inbound message to a conversation. Commonly used for conversations that originate from contact forms.  

AddressBook Lookup Node: This is used to see if the inbound email address matches that of email contacts stored in the domains address book. Decisions can then be made from this. 

Pause Node: The ability to pause a workflow then restart the process.  

HTTP Request: This node is used to make request outside of Gnatta the functions available are GET, POST and PUT requests.  

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