The Contact Flow Engine is a tool in the LiveVox Portal (LVP) that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and a customer. A contact flow primarily consists of modules (such as languages or actions) and connectors (for linking the modules, setting the flow, or assigning system codes). Learn more about basic modules and advanced modules here.

The Contact Flow Engine is used to create messages (in a specific language), which are then assigned to services for use in communicating with customers. See the Contact Flow guide for detailed information.

This article provides an overview of how to create a new contact flow. Specific step-by-step instructions about how to create introductory contact flows are available here. 

The following steps provide a general description of how to create a contact flow:

1. Create a contact flow: This procedure describes the steps to access the Add Contact Flow window, and add modules. After you add modules to a canvas, the Message Properties tab and Contact Flow Properties tab appear for each module. For more information on modules, see Contact Flow Modules.
   • The Message Properties tab displays the message field properties and their values, including the message that customers will hear. 
   • The Contact Flow Properties tab displays any associated contact flow properties and values (if applicable).
2. Connect the Modules: This procedure describes how to connect the modules you have selected for the contact flow. You must select connectors that contain the logic about the flow from one module to another, as well as their specific event and result. For more information about connectors, see the section on Contact Flow Engine Connectors. 
3. Apply a contact flow: Once you have saved and deployed your contact flow, it must have a message that is created from the newly created contact flow and then applied to a service. Navigate to the Create Messages section for instructions. When you create a new message, you must select the relevant contact flow that you want to use from the Select the Contact Flow drop-down menu. Since the Contact Flow defines both the messaging and the contact flow, the selected contact flow determines how your calls are handled.