Building visual workflows in Mitel CX Digital: Activities

Mitel CX Digital’s activities are used to build workflows and configure routing conditions for interactions. For example, activities can send automatic responses to incoming interactions, transfer interactions to queues, and offer interactions to the agents best suited to answer them. The following sections describe the activities in Mitel CX Digital and how to configure them.

Note that activity availability varies by media and workflow type. For example, administrators can use the Ask activity in a Chat workflow but not in an Email workflow. The Offer to Agent Group activity can be used in an Inqueue workflow but not in an Inbound workflow.

Mitel CX Digital ships with default workflows. We recommend administrators create workflows by duplicating and modifying reconfiguring, adding, and deleting activities in the default workflows to suit the contact center’s needs. For more information, see "Mitel CX Digital default workflows".