Components of Transition Screen
Updated
The Transition Screen node enables you to execute a variety of actions directly within Guided Workflows. These actions provide seamless interaction and automation, enhancing task management. The available actions include:
Key Features and Capabilities
Redirect To Other Website
You can enter a URL manually or use the resource selector (${x}) to open a website directly within a Guided Workflow.
You can choose whether to open the website in the same tab or a new tab. This is particularly useful for external Guided Workflows.
Send Message To Parent Website
You can send messages or events to a parent website, enabling interactions in customer-facing Guided Workflows. There can be two scenarios:
When Guided Workflow is iframed in a Website:
Guided Workflows that are embedded directly within a brand’s website via iframing are considered to be running under a parent website context. In such scenarios, the website that hosts or triggers the Guided Workflow is referred to as the parent website. To support seamless communication between the Guided Workflow and its parent website, we have enhanced the Send Message to Parent Website Action. For example, a Guided Workflow is designed to create a support ticket that can now notify the parent website upon successful ticket creation by sending a predefined message like. These event-based communications enable the parent website to take responsive actions, such as updating UI elements, showing confirmation messages, or triggering follow-up processes, based on the Guided Workflow's progress or completion. This enhancement reinforces tight integration between embedded workflows and the host site, improving both automation and user experience.
When Guided Workflow opens as a Standalone Link: In scenarios where Guided Workflows cannot be embedded via iframe due to brand-specific security or iframe restrictions, they are often opened as standalone links in a new browser tab. In such cases, if you click the Send Message to Opener checkbox, it will allow the Guided Workflow to communicate with the opener website by sending messages triggered by events such as button clicks. You must provide the exact URL of the website that launches the Guided Workflow in the Target Origin field.
Open Case Record Page
You can specify the "Case Id" manually or select it using the resource selector (${x}) to open a case in the Care Console through Guided Workflows.
Open Profile Record Page
You can specify the "Profile Id" either manually or through the resource selector (${x}) to open a profile record page.
Apply Macro
You can select the entity type as "Case" and enter the "Case Id" manually or use the resource selector (${x}) to apply a macro on that case.
If no macro is defined, you will be prompted to choose one when executing the workflow.
GW External Action
This feature allows you to trigger an action from one guided workflow to another. For example, if Guided Workflow 1 is running and you want to initiate an action in Guided Workflow 2 from within it, you can use the Guided Workflow External Action. This facilitates seamless interaction and coordination between multiple workflows.
Various Fields:
Screen Title: You can add a title
Transition Action: Choose GW External Action
Event Name: The eventName can be set to one of the following values, depending on the desired workflow action:
@sprinklr/GWExternalEvents/FlowRestart: You can use this to restart the current workflow from the beginning.
@sprinklr/GWExternalEvents/FlowNext: You can use this to navigate to the next screen of the workflow.
Payload: The payload should include the target Guided Workflow ID (targetGWId)—this is the ID of the workflow where the action or transition should occur.
If any process variables need to be passed to the target workflow, they can be included in the payload as a JSON object. You can use the following JSON:
{"targetGWId": "<any_target_gw_id>",<json_of_any_process_variable_you_want_to_send>}
Restart Execution
You can restart the Guided Workflow when the restart execution node is triggered, allowing for a fresh start within the flow.
Transfer To Voice
You can choose where to transfer the case control: IVR, Queue, Agent, External Contact, or External SIP.
You can perform a "Warm Transfer," allowing communication between the primary and secondary agents once the secondary agent accepts the call, while the customer remains on hold.
In the case of ‘Blind Transfer’, the customer will be put on hold, and the primary agent will be disconnected from the call that goes to the selected secondary agent. Once the secondary agent accepts, the customer will be taken off hold.
You can set a timeout value after which control will move to the “Call Disconnected Path.”
You can customize the message shown on the screen while the transfer to IVR occurs.
Transfer To IVR
Select the IVR type among ‘Connect Back’ (default) to transfer the control back to the Guided Workflow after the IVR flow is complete, or ‘End Call’ to end the call after the IVR flow is complete. You can select the IVR from the dropdown.
Transfer to Queue
You can select the Queue from the dropdown. Then, define the Skills and corresponding Proficiency Score required to handle the case. Input manually by selecting ‘Static Input’ or using the resource selector (${x}) by selecting Dynamic Input.
When transferring a voice call to a queue, you can click the Allow primary agents to provide call context checkbox. This feature allows the primary agent to add call notes before initiating the call, ensuring the secondary agent receives relevant context ahead of joining the call, improving continuity and enhancing customer experience.
Transfer To Agent
You can select the workspace from which an agent can be chosen.
You can define the ‘Filter’ conditions to display the required list of agents to the agents while executing the Guided Workflow.
During the execution of the Guided Workflow, the agent can select the agent from the dropdown to transfer the call.
Transfer To External Contact
If you need to transfer a contact to an external source that is not part of Sprinklr, this can be configured in this section.
Phone Number: Specify the external phone number to which the call should be transferred. The number must be provided in the following JSON format:
{"phoneNumber": "${dialing_number}", "country": {"dialCode": "${dial_code}", "id" : "${country_code}"}}
Caller ID: Define the unique Caller ID, which will be displayed on the receiver’s screen when they receive a call from the specified number.
Transfer To External SIP
This allows transferring from Sprinklr to another platform. The brand provides the necessary SIP Dial transfer details and the SIP domain, which can be configured here to facilitate seamless transfer between platforms.
For example, A brand uses both Sprinklr and Genesys for customer interactions. Based on the business logic, if a call needs to be transferred from Sprinklr to Genesys, the brand provides the SIP dial transfer details and the SIP domain for Genesys. These details are entered in the configuration to enable the transfer between platforms.
Caller ID: Define the unique Caller ID, which will be displayed to the end user when the transfer is happening.
Send Additional SIP Headers Toggle: This option allows sending additional information as part of the SIP transfer. Users can define a header name and specify the corresponding header value to be included in the transfer.
Example: If the current language being used needs to be passed during the transfer, the following values can be set:
Header Name: Language
Header Value: EN (for English)
This ensures that the receiving platform receives relevant contextual information along with the transfer.
Conference To Voice
You can select among IVR, Queue, Agent, and External Contact to conference the call.
Select the timeout value after which the control will be transferred to the ‘Call Disconnected Path’ of this action node.
Enter the text message that will be displayed on the screen while the transfer to IVR is taking place.
Note: When conferencing a call to a queue, you can enable the Allow primary agents to provide call context checkbox. This feature allows the primary agent to add call notes before initiating the conference, ensuring the secondary agent receives relevant context ahead of joining the call, improving continuity and enhancing customer experience.
Manual Outbound Call
You can initiate an outbound call by entering the customer’s phone number.
You can set a timeout after which control will move to the “Call Disconnected Path.”
You can customize the message displayed while transferring to IVR.
Show Notification
Users can trigger notifications using Guided Workflows by selecting ‘Message’ or ‘Type’ notification.
Type: If nothing is filled, then the success snack bar notification is triggered. If it contains an error, then an error snack bar notification gets triggered.
Message: Enter the message to be displayed on the notification.
Record Call
You can start, pause, or delete call recordings during a Guided Workflow.
This feature provides you with control over the recording process and ensures documentation of conversations.
Record Screen
You can pause or resume screen recording during the workflow to capture the necessary screen activity.
Record a Snippet
Users can record specific segments of the conversation, such as Permissions Recording, Sales Recording, and Customer Details.
When configuring this action, select the appropriate "Action Type" from the options:
Start/Resume: Initiates or continues the recording process for the designated segment of the conversation.
Pause: Pauses the recording process for the specified section.
Delete: Remove the recorded information. This can be useful if there are errors or if you no longer need the recorded content for that specific segment.
Switch Locale
You can select the locale from the dropdown.
Note: The selected locale will be applicable for Customer Facing Guided Workflows only using this action.
Create/Edit Meeting
You can either create new meetings or edit existing meetings using this action in Guided Workflows.
If a ‘Meeting Id’ is provided as input, the corresponding Sprinklr meeting opens up for the agent. In case no meeting ID is provided, a new meeting will be created.
The ‘Output Variable’ holds all the meeting-related details.
Trigger Custom Button Action
Use Case 1: Launch Guided Workflows in Quick Window
You can launch a Guided Workflow in a quick window (third pane) from within a guided workflow embedded in the Guided Workflow widget. Follow the steps below to configure it:
Set the Button Action to ‘@sprinklr/action/GuidedAction’.
In the Action Details section, input the following JSON. Here, the action parameter specifies the ID of the guided workflow to be triggered.
{
"action": "270715",
"props": {
"viewType": "QUICK_WINDOW",
"forceNewQuickWindow": true
},
"payload": {
"actionContext": {
"currentRecord": {}
}
}
}
Use Case 2: Move to Different Tabs on Care Console Button
Transition Action: Select as Trigger Custom Button Action.
Button Action: Always fill as @sprinklr/action/navigateToWidget.
Action Details: Configure where the transfer of control must occur. While the Button Action configures that the Guided Workflow must navigate to a certain widget, and in Action Details, you can configure which widget it needs to go to. To do so, the widget ID must be added.
Steps to Copy the Widget ID:
On Care Console, go to the widget of the section where you want to transfer the control through Guided Workflows and open the JSON Editor of that widget.
Now, copy the widget template ID. This template ID tells what kind of widget it is.
Now, copy the widget ID. This ID tells which widget of that widget type you want to transfer the control to.
Both the above items are to be pasted in the Action Details field within the Trigger Custom Button Action in the Transition Screen. The payload created will be:
{"payload":{"widgetTemplateId": "@sprinklr/widget/RecordCardList", "widgetId": "623c7487-5c3f-4cd0-9068-6421a7f998d0"}}
If a Widget ID is not specified, the system identifies widgets based only on the Widget Template ID. Note that the Widget ID will always be unique. Since the same widget type (for example, a Guided Workflow widget) can be added across multiple pages in the Care Console, all such instances will share the same Widget Template ID. When only the Widget Template ID is provided in the payload:
The system routes control to the first occurrence of that widget type.
Navigation to a specific page containing the widget is not possible.
As a result, the user may be directed to a page different from the intended one.
Recommendation: Always include the Widget ID when navigating to a specific page.
Open Smart Assist
You can open the Smart Assist widget in the third pane on the care console using this action via Guided Workflows.
The ‘Output Variable Name’ tracks user activity on the smart assist widget.
The agents can choose to view ‘Similar Cases’, ‘Knowledge Base’ articles, or ‘Guided Workflows’ from the Smart Assist navigation pane.
Open Quick Publisher
You can configure the account details and email address of the user either manually or using the resource selector (${x}) to open the ‘Create Post’ widget in the quick window view on the care console.
You can enter an existing message ID or leave it blank.
Enabling the ‘Create Case’ checkbox will create a new case corresponding to the new post.
Open Inline Record Forms
Use Case
Brands often create record forms to capture specific data within a system. These record forms are typically built on custom entities, which can contain numerous data columns. However, when brands need to collect only specific information, they can design custom record forms with only the necessary fields instead of exposing the entire entity structure.
To solve this use case, this feature allows users to reuse existing record forms within guided workflows instead of manually recreating them.
For example, in a ticketing use case, a brand may require either a customer or an agent to fill in specific details to create a record. Instead of rebuilding forms manually within guided workflows by adding separate input fields, users can now embed an existing record form that was previously created in Entity Studio. This is made possible through the Open Inline Record Form action in the transition screen, enabling seamless integration of record forms within workflows.
This feature helps streamline workflow creation by eliminating redundancy and ensuring consistency in data collection across different processes.
Various Fields in Open Inline Record Forms:
Choose the Entity Type – Users can select either a standard entity or a custom entity that they have created.
Record Form Layout – Based on the chosen entity type, a list of all record forms created within that entity in Entity Studio will be displayed in the Record Form Layout field.
Create Sub-Case - When this toggle is enabled, any new case created through the Inline Record Form will automatically be linked as a sub-case to the parent case in the workflow. This applies when Entity Type is set to Case.
Record ID: If you want to edit or display a specific record, you can do that using the Record ID. The Record ID uniquely identifies each record, allowing you to fetch, modify, or display the relevant data within a record form.
Default Value: Use this section to prefill certain fields in the record form with predefined values when the form is opened. You can now choose between:
Expression-based default value: Enter or write an expression manually to set values, using entity field identifiers and variables.
Mapping-based default value: Set default values using a visual interface. Select the Enable mapping view toggle and then select an entity for the form. A list of fields from the selected entity will appear. For each field, enter a default value or select a variable from the dropdown as shown in the following image.
Output Variable Name: You can provide the unique name of your choice. The output of this entire process, like any other transition screen action, should be stored in a variable for further use in the workflow.
Submit Button Label: This allows you to customize the text displayed on the submit button of the record form.
Cancel Button: This allows you to customize the text displayed on the cancel button of the record form.
After filling in all the details, click Save, which will lead to two nodes:
Success Path: If the submission is successful, the workflow moves to the Success path, allowing further actions or decisions to be taken.
Abort Path: If there is a failure in the action, the workflow moves to the Abort path, where appropriate error handling or fallback actions can be implemented.
