Guided Workflow Runner
Updated
Configure Guided Workflow Runner in the Agent Persona App
This article explains how to configure and add a Guided Workflow Runner to the left panel of an Agent Persona App. Guided Workflows help agents complete tasks through structured, step‑by‑step flows, reducing manual effort and improving consistency during customer interactions.
Guided workflows can be rendered on an agent’s screen in different ways depending on the use case. Each workflow provides interactive functionality that enables agents to perform various actions efficiently within the Care Console.
Configure Guided Workflow Runner
Follow these steps to add a Guided Workflow Runner to the left panel of an Agent Persona App.
Open Persona App Manager
Click the New Tab icon.
Under Sprinklr Service, select Listen, then click All Settings.
In the Settings view, select Miscellaneous from the left navigation pane.
Navigate to Persona App Manager.
Select the Agent Persona App
From the list of Persona Apps, open the Agent Persona App where you want to add the Guided Workflow Runner.
For example, select the Inbound Agent persona.
Add Guided Workflow Runner
Click the + (Add) icon.
In the Menu Item field, search for and select Guided Workflow Runner.
From the Menu Item Group dropdown, choose where the Guided Workflow should appear:
Primary – Adds the workflow to the top section of the left panel.
Secondary – Adds the workflow to the middle section.
Footer – Adds the workflow to the bottom section.
Click Add.
The Guided Workflow Runner is added to the menu item list.
Configure Guided Workflow Settings
Click the newly added Guided Workflow Runner to open the Configurator window.
Configure the following fields:
Label – Name displayed to agents in the Persona App.
Icon – Icon shown alongside the workflow in the left panel.
Ignore Last Visited URL – Enable this if you want the workflow to always open from the starting screen instead of resuming the last visited step.
Retain State on Switching Tabs – Enable this option to preserve the workflow’s current state when agents switch between tabs. This ensures progress, inputs, and navigation are retained.
Click Update.
Publish the Configuration
Click Publish in the top‑right corner to apply the changes.
The Guided Workflow Runner is now available in the left panel of the selected Agent Persona App.
Guided Workflow Runner Overview (Agent Experience)
When a Guided Workflow is launched, it is rendered within a runner interface that includes the following components:
Title of Guided Workflow: Displays the name of the workflow currently being executed.
Screen Name: Indicates the specific screen within the workflow where the agent is currently working.
Reset Button: Allows the agent to reset the workflow and start from the beginning.
Maximize Button: Expands the workflow runner to provide more on‑screen space for reviewing information.
Minimize Button: Minimizes the runner so agents can view other areas of the Care Console.
Close Button: Closes the workflow runner completely.
Copy Content: Enables agents to copy response content directly from the workflow into the Care Console reply box. Links from dynamic tables can also be copied with a single click, reducing manual errors.
Navigation Bar: Displays navigation controls configured for moving between workflow screens.
Automatically Trigger Actions in the Care Console
Guided Workflows can be configured to automatically trigger a specific button in the Care Console’s right pane upon workflow completion. This removes the need for manual follow‑up actions and helps ensure critical steps are not missed.
This configuration is workflow‑specific.
It activates only when explicitly enabled.
Existing workflows remain unaffected unless updated.
This feature improves agent efficiency and ensures seamless task completion.
Result
Agents can launch and interact with Guided Workflows directly from the left panel of the Agent Persona App. With built‑in controls, state retention, and optional automated actions, Guided Workflows streamline agent tasks and improve productivity and consistency.