Building Logic+

Overview

Logic+ enables the creation of dynamic, customizable call flows that support seamless integrations and advanced functionality for diverse operational needs. With Logic+, you can efficiently design and manage complex workflows within call environments, tailoring each experience to align with your organization's goals.

Building a working Logic from start to finish involves five steps:

1. Create a new Logic — Set up a new Logic to define your workflow.

2. Build the flow — Design the sequence of actions and decisions within the Logic.

3. Test the flow — Verify that each part of the flow functions as intended.

4. Set up routing and additional settings — Configure how the Logic is triggered.

5. Publish the Logic — Finalize and activate the Logic for live use.

Step 1: Create a New Logic

1. Navigate to Admin → Configuration → Logic+

2. From the Logic+ home page, select “Create” in the top-right corner of the UI. A slide-out panel will appear. Complete the following fields:

   1. Name

      1. Enter a name for the new Logic.

   2. Description (optional)

      1. Enter any descriptive notes about the Logic.

3. Click Create. The Logic will be created and immediately opened in the Logic Editor.

Step 2: Build the Flow

1. The Logic Editor is where you design your flow by adding, configuring, and connecting panels.

2. Add and configure panels

   1. From the Panels Editor, drag and drop panels onto the Workspace. You can configure each panel before adding the next, or add several at once and configure them afterward.

3. Connect panels to one another

   1. Decide the order in which your panels should execute, then connect them by dragging each panel's output connector onto the next panel's input. Continue connecting panels in sequence until the full flow is wired together.

4. Set a starting panel

   1. Double-click the panel you want to be the first to execute and toggle Initiates Flow.

5. Revise your flow as needed

   1. You can continue to add, configure, rearrange, and remove panels at any point. A Logic's flow ends at the last connected panel in sequence; make sure that final step reflects your intended outcome.

Example: Basic IVR Flow

The following is a simple example of how panels might be connected to build a basic IVR:

• Play Message—Plays a welcome prompt to the caller.

• Switch—Evaluates the caller's input to make a routing decision.

• Transfer to Queue—Routes the caller to the Sales Queue or Customer Service Queue based on the Switch result.

• Disconnect—Ends the call if the repeat limit is reached (Minimizes Robo Calls).

Step 3: Test the Flow

1. Before publishing, use the Verify Logic feature to check for issues that would prevent the Logic from running.

2. Run the verification

   1. In the Logic Editor, select Verify Logic which is located by clicking File and selecting Verify Logic from the drop-down. A dialog will appear indicating either that an issue was found or that no issues were detected.

3. If an issue is found

   1. Review the message in the dialog, locate and resolve the issue in the flow, then run Verify Logic again. Repeat until no further issues are found.

4. If no issues are found

   1. The Logic should run when triggered.

Step 4: Set Up Routing and Additional Settings

1. How a Logic is triggered depends on its design. For Logics that should respond to inbound calls, you must assign one or more phone numbers to route to that Logic.

2. Open Logic Settings

   1. In the Logic Editor, select Configure. The Logic Workflow Settings modal will display.

3. Assign phone numbers

   1. Select + Add Route in the Routing tab. Select numbers using the check-box, after making your decision, click Add Routes, followed by Review Changes, then type in SAVE to complete assignment.

   2. To remove a number, uncheck it in the Route tab, followed by the same process you used had used previously to assign your number to a Logic+ flow.

Step 5: Publish the Logic

1. When your flow is complete and ready to be tested, publish it to make it live.

2. Publish the Logic

   1. In the Logic Editor, select Publish in the top-right of the UI, then click Publish. A confirmation overlay will appear.

   2. Type Publish in the confirmation field, then select Publish. The Logic's status will update to Published.

3. Your Logic is now live and will trigger when reached by any assigned inbound routes or when called by another Sharpen platform feature.

After Publishing

Once a Logic is live, you can continue to manage it, editing the flow or settings, or removing it from live use when needed.