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Logic+

Anthony Wong
Updated

Overview

Logic+ is a robust workflow tool designed to streamline customer interactions, elevate agent productivity, and optimize call flow management. It enables organizations to build, customize, and manage dynamic call flows that integrate seamlessly with existing systems, supporting a wide range of operational needs.

Beyond call flows, Logic+ serves as a powerful automation engine capable of handling a broad spectrum of business processes, from third-party system integrations and outbound notifications to data management and event-driven automations. Through its flexible framework, Logic+ empowers businesses to create complex, responsive workflows aligned with specific organizational objectives, ensuring customer inquiries are addressed with precision, efficiency, and speed.

Example Use Cases

  • Inbound Call Center & IVR Flow

    • One of the most common applications of Logic+ is building a fully customized inbound call center or IVR experience. Use Voice panels to greet callers and collect input, Control Flow panels to route them based on their selections or account data, and Session panels to transfer them to the right queue, all with skill-based matching and priority scoring to ensure the best possible agent pairing.

  • AI-Powered Self-Service (IVA)

    • Deploy an AI Agent to handle common caller inquiries without involving a live agent. Logic+ can route callers through an intelligent virtual assistant capable of resolving issues end-to-end and seamlessly escalate to a human agent when needed, complete with Agent Assist surfacing relevant context before the interaction begins.

  • Third-Party System Integration

    • Use the Integration panel to connect Logic+ with your CRM, ticketing system, or any RESTful API mid-flow. Pull customer data to personalize the experience, push interaction outcomes back to your system of record, or make real-time routing decisions based on live data, all without leaving the flow.

  • Proactive Outbound Notifications

    • Combine the Send SMS, Send Email, and Convert to Voice panels to build outbound notification flows, whether for appointment reminders, payment alerts, or status updates, triggered automatically based on conditions or data from an integrated system.

The possibilities are truly endless. Whether you're building a simple call routing flow or a complex, multi-system automation, Logic+ provides the flexibility to bring your vision to life.

Panel Reference

Logic+ flows are built using panels, each designed to perform a specific function. Click any panel name below to view its full documentation.

Data

  • Panels for retrieving, storing, and manipulating data within a flow.

    • Set Variable

      • Updates a specified interaction variable with a new value, enabling dynamic decisions and tracking throughout the flow.

    • Integration

      • Connects to third-party systems directly within the Logic+ flow to push or pull data via RESTful API.

    • SharpenDB SELECT

      • Executes a SELECT query on custom tables in SharpenDB, supporting personalized caller experiences and dynamic routing decisions.

    • SharpenDB INSERT

      • Executes an INSERT query to add new records to custom tables in SharpenDB.

    • SharpenDB UPDATE

      • Executes an UPDATE query to modify existing records in custom tables in SharpenDB.

    • SharpenDB DELETE

      • Executes a DELETE query to remove records from custom tables in SharpenDB.

    • PortX

      • Simplifies integrating your Sharpen contact center or IVR with a banking core, tailored for financial institutions.

    • Response

      • Returns a JSON object from a Logic+ flow when the flow is invoked via the /execute API endpoint.

    • Invoke Lambda

      • (Coming Soon)

    • Log Event

      • (Coming Soon)

Control Flow

  • Panels for directing the path of a flow based on conditions, time, or logic.

    • Condition

      • Evaluates one or more conditions against a variable and routes the flow based on a true or false result.

    • Switch

      • Evaluates an interaction variable against multiple defined values and routes through the matching exit path.

    • Time Control

      • Routes interactions based on the time and day they occur, supporting schedule-aware decision-making.

    • Logic+ Subroutine

      • Executes a separate Logic+ flow from within the current flow, enabling reusable building blocks and modular design.

    • Time Delay

      • Pauses a flow for a configurable duration before proceeding, supporting timed automations and polling loops.

Messaging

  • Panels for sending outbound communications from within a flow.

    • Send SMS

      • Sends a text message to a recipient based on configured settings and interaction variables.

    • Send Email

      • Sends an email to one or more recipients based on configured settings and interaction variables.

Session

  • Panels for managing the state and destination of an active interaction.

    • Transfer to Queue

      • Routes a caller to a specified agent queue, with support for skill-based matching and priority scoring.

    • Transfer to External

      • Transfers a caller to a designated external phone number outside the Sharpen environment.

    • Disconnect

      • Ends a call interaction at a defined point in the flow.

    • Transfer to Classic Logic

      • Initiates an agentless outbound call through Classic Logic, designed for use with OmniOut campaigns.

Queue

  • Panels for interacting with agents who are actively working in a queue.

    • Notify Agent in Queue

      • Sends a non-intrusive in-app notification to a specific agent currently logged into a queue.

    • Agent Assist

      • Surfaces IVR-captured data, such as customer lookup results and menu selections, directly in the agent's Sharpen Q workspace, giving agents key context as the interaction begins.

Voice

  • Panels for managing audio and voice interactions.

    • Play Message

      • Plays audio prompts to callers via prerecorded files or text-to-speech, and optionally collects DTMF or speech input for routing decisions.

    • Convert to Voice

      • Initiates an outbound call to a provided phone number, converting any previous interaction type into a live voice call.

Bots

  • Panels for automated and AI-powered interactions.

    • AI Agent

      • Connects a caller to a conversational AI agent powered by a large language model (LLM), capable of self-servicing interactions or escalating to a live agent.

    • Customer 360

      • Reviews a customer's inbound queue call activity on the Sharpen platform, returning metrics that can be used for intelligent routing and decision-making.

Sidekick Bots

  • Event-driven Logic+ automation tool.

    • Sidekick

      • Monitors active calls in a queue and triggers a Logic+ automation when configured conditions are met, such as long call duration or multiple transfers.

Ready to Build?

For a quick introduction to building your first Logic+ flow, check out the Building Logic+ article.

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