Suggest a Flow

In some situations, you may want to suggest a Flow to agents or automatically launch a Flow when certain criteria are met. This can help streamline the process of using Flows and ensure that agents are using the most relevant Flows for their tickets.

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Suggesting a Flow

To automatically suggest or launch a Flow, you can click the small Edit Settings icon from the Flow Manager page.

Once in there, you can check the box that says “Add custom logic for suggesting this Flow inside Sidekick” and define the data in the ticket that would suggest that specific Flow. After confirming the logic you’ve created is appropriate, you can check the “Automatically Start Flow if Criteria Met” checkbox to launch the Flow when the criteria is met and Sidekick has loaded.

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Pinning a Flow

You can also pin a Flow to the top of the list of Flows in Sidekick. This is useful if you want to ensure that a specific Flow is always visible to agents, regardless of the criteria defined in the Flow’s logic.