# Introduction Source: https://support.floweq.com/api/introduction Get Lob Checks, manage connections, get events, and manage Workboard Records The FlowEQ REST API allows you to programmatically interact with some core functions within FlowEQ. ## Legacy vs Beta While the FlowEQ team works on bringing the beta API to feature parity with the legacy API, we recommend using the legacy API endpoints where possible. The beta API will be the focus of future development. The legacy API will continue to work, but may not receive new features or updates. ## Authentication You can generate an API key through your [profile page](https://app.floweq.com/profile). API keys are associated to the individual user in FlowEQ. # List Events Source: https://support.floweq.com/api/lambda-reference/events/list-events get /events Retrieve a list of events matching the criteria set by the query parameter. If no query parameters are set, all events affiliated with the company ID in the JWT authorization token will match the criteria. # Retrieve a Record Source: https://support.floweq.com/api/lambda-reference/records/retrieve-a-record get /records/{record} Retrieve a Workboard record with the specified record ID. # List Events Source: https://support.floweq.com/api/legacy-reference/events/list-events get /events Retrieve a list of events matching the criteria set by the query parameter. If no query parameters are set, all events affiliated with the company ID in the JWT authorization token will match the criteria. # Create Record Source: https://support.floweq.com/api/legacy-reference/records/create-record post /records/{typeId} Create a new workboard record of the given custom record type. # Generate a Temporary Token Source: https://support.floweq.com/api/legacy-reference/records/generate-a-temporary-token post /records/{record}/tokens Create a temporary access token that may be used to update a single Workboard record. # Generate a Temporary Token (deprecated alias) Source: https://support.floweq.com/api/legacy-reference/records/generate-a-temporary-token-deprecated-alias post /records/{record}/actions Alias for POST /api/v1/records/{record}/tokens. Use that endpoint instead. # List Records Source: https://support.floweq.com/api/legacy-reference/records/list-records get /records Retrieve a list of records matching the criteria set by the query parameter. # Retrieve a Record Source: https://support.floweq.com/api/legacy-reference/records/retrieve-a-record get /records/{record} Retrieve a Workboard record with the specified record ID. # Run a Step Source: https://support.floweq.com/api/legacy-reference/records/run-a-step put /records/{record}/steps Run a specific FlowEQ step against a specific Workboard record. # Update a Record Source: https://support.floweq.com/api/legacy-reference/records/update-a-record patch /records/{record} Update a specific Workboard record with the specified record ID. # Duplicate Flow Source: https://support.floweq.com/docs/flow_management/duplicate_flow Duplicate an existing Flow in Flow Manager If you need to create a new Flow that's similar to a Flow you've already built, you can use Flow Manager to duplicate that existing Flow so that you don't have to build it from scratch. Follow the steps below to duplicate an existing Flow. 1. [Click here to open Flow Manager](https://app.floweq.com/flow-manager) 2. Hover over the Flow you wish to duplicate, and click the gear icon in the top right of that Flow to open the **Edit Settings** window.\\ gear_icon 3. Click the **Copy Flow** button in the top right corner of the popup window's title bar.\\ Copy Flow Button 4. In the next popup that appears, click **Yes** to duplicate the Flow. 5. The duplicated Flow will now appear in the same category as the original in Flow Manager, but with **(copy)** added to the end of the duplicate Flow's title.\\ Copied Flow # Suggest a Flow Source: https://support.floweq.com/docs/flow_management/flow_suggestions Add visiblity to Flows or automatically launch 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. ## Suggesting a Flow To automatically suggest or launch a Flow, you can click the small Edit Settings icon from the Flow Manager page. Settings Icon 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. Suggestion Settings ## 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. Pinning a Flow # Flow Visibility Source: https://support.floweq.com/docs/flow_management/group_assignment Limit Flow access to specific groups of users In some situations, you may want to limit access to a Flow to a specific group of users. This can help ensure that only the appropriate users have access to sensitive information or processes. By default, all users in your FlowEQ account will have access to all Flows. If you do not want to limit access to a Flow, you do not need to take any action. You will need to assign groups to users in your account before you can assign a Flow to a group. You can do this by navigating to the **Manage Company** page and selecting the **Team** tab to add users to a group. For more information, check out [Groups](docs/using_floweq/mc_groups) documentation. ## Limit Flow Visibility To limit access to a Flow, you can click the small Edit Settings icon from the Flow Manager page. Settings Icon Once in the Flow Settings modal, you can click the button "Add filter to limit flow visibility to specific groups". Once clicked, you can select one or more groups that should have access to this Flow. After selecting the appropriate groups, click the blue **Save** button to save your changes. Now, only users who are members of the selected groups or assigned to no group will be able to see this Flow in Sidekick. The Flow can still be *executed* by any user, even if they do not have visibility to the Flow. This means that if a Flow is launched by another Flow (via the [Launch Flow Steps](steps/floweq/floweq_launch_intro) or [Boomerang Steps](steps/floweq/floweq_boomerang_intro)). Using the group assignment feature is a great way to hide Flows that are only used as sub-Flows or modules that are not intended to be launched directly by users. # Rearranging Steps Source: https://support.floweq.com/docs/flow_management/rearrange_steps How to rearrange steps in Flow Builder After running any of the steps below, don't forget to publish your changes to make them live! ## How to rearrange steps in Flow Builder To re-order steps, click on the desired step in the left panel to drag and drop it amongst the existing steps to update the order. The Flow will re-render on the right. ## How to move or copy steps To move or copy steps and decision trees, hover over a step on the Flow Diagram and select the blue menu icon that appears to the left. Once you select “Move” or “Copy” all available spots to place the step will appear in green on the Flow Diagram. Copy or Move Gif ## How to merge steps From the last step of a Flow branch, you can merge that step to other existing steps in the Flow. Simply hover over the step on the Flow diagram, select merge, and select which step you want to merge it to that’s highlighted in green. *NOTE: it must be the last step in that Flow branch for the merge option to appear* Merge Steps Gif ## How to unlink steps If you've merged branches from a decision and you want to undo that merge to split apart those branches again, follow these steps: 1. Click on the blue plus button of the step that is merged into another step (see red circles below). 2. In the **Select a step type** window that appears, look in the top menu bar and click the **Unlink** button to break that link. Highlighted Plus Icons Unlink Icon # Standard Variables Source: https://support.floweq.com/docs/flow_management/standard_variables How to use standard variables in any steptype Most FlowEQ variables (accessible with the button in steptype configurations) are dependent upon the systems you have connected to FlowEQ. But FlowEQ has its own variables, listed below, which can be used in any steptype without any special integrations or login credentials. For all the date and time examples below, the assumed date and time in the local browser is `December 31, 2023, 4:00 PM PST in San Francisco`. The corresponding date and time in UTC (which is 8 hours ahead of San Francisco PST) is `January 1, 2024, 12:00 AM`. `<%= currentDate %>` * Output: Gives the current date in a MM-DD-YYYY format in local browser time. * Example: 12-31-2023 `<%= currentDateUTC %>` * Output: Gives the current date in a MM-DD-YYYY format in UTC. * Example: 01-01-2024 `<%= currentDateISO %>` * Output: Gives the current date in ISO format in local browser time. * Example: 2023-12-31 `<%= currentDateISOUTC %>` * Output: Gives the current date in ISO format in UTC. * Example: 2024-01-01 `<%= currentDateTimeISO %>` * Output: Gives the current time in ISO format in local browser time. * Example: 2023-12-31T16:00:00.000-08:00 `<%= currentDateTimeISOUTC %>` * Output: Gives the current time in ISO format in UTC. * Example: 2024-01-01T00:00:00.000Z `<%= currentYear %>` * Output: Gives the current year in YYYY format in local browser time. * Example: 2023 `<%= currentYearUTC %>` * Output: Gives the current year in YYYY format in UTC. * Example: 2024 `<%= currentMonth %>` * Output: Gives the current month number in local browser time. * Example: 12 `<%= currentMonthUTC %>` * Output: Gives the current month number in UTC. * Example: 1 `<%= currentMonthName %>` * Output: Gives the name of the current month in local browser time. * Example: December `<%= currentMonthNameUTC %>` * Output: Gives the name of the current month in UTC. * Example: January `<%= currentDay %>` * Output: Gives the current day of the month in local browser time. * Example: 31 `<%= currentDayUTC %>` * Output: Gives the current day of the month in UTC. * Example: 1 `<%= currentDayOf %>` * Output: Gives the current day of the month with ordinal suffix in local browser time. * Example: 31st `<%= currentDayOfUTC %>` * Output: Gives the current day of the month with ordinal suffix in UTC. * Example: 1st `<%= currentHour %>` * Output: Gives the current hour of the day in local browser time. * Example: 16 `<%= currentHourUTC %>` * Output: Gives the current hour of the day in UTC. * Example: 00 `<%= currentMinute %>` * Output: Gives the current minute of the hour in local browser time. * Example: 00 `<%= currentMinuteUTC %>` * Output: Gives the current minute of the hour in UTC. * Example: 00 `<%= currentUrl %>` * Output: Gives the full URL of the current page currently loaded in your browser. * Example: `https://example.zendesk.com/agent/tickets/12345` (if run from Zendesk ticket 12345) # Best Practices Source: https://support.floweq.com/docs/gettingstarted/best_practices Nothing is set in stone, but these are some things we recommend when building Flows. ## No one is the same There's no "wrong way" to build a workflow. Every organization has their own best practices for processes and their own way of running things. ## Start small Flow Building is meant to be a straightforward and intuitive process. We generally recommend starting with smaller Flows and picking processes that may seem small, but have the largest impact with your team. Find the little things that add value for the team and begin there. A simple example is a Flow that simply launches a web page that your team has to go to. A cool tip is that you can insert variables into the URL. So if you want to search Google for the ticket description, you could have something like `https://www.google.com/search?q=<%= zendesk_description %>`. This will take the ticket description and search that value in Google. ## The best Flows don't rely on documentation - they replace it Creating good Flows can take time, though not as much as might you think, and the payoff is **enormous.** Reducing onboarding time, documentation, and retraining by 90% is quite doable. Maintaining documentation can be challenging as your business needs change with time. One thing teams like less than reading documentation is writing it. On top of that, updates can often lead to countless emails, meetings, and costly mistakes until your team is up to speed. But with Flows, whenever changes occur, all you need to do is update the Flow and your team immediately follows the new procedures every time. ## Break things down to first principles Team members use their experience and training if your processes require judgment calls. New admins (Flow Builders) like yourself sometimes lean on shorthand and company lingo when building the decision steptypes for their teams in these cases. While this may work for experienced team members, it's less helpful for new colleagues. Less is typically more. Breaking your big decisions into smaller ones - like a simple yes and no - makes the Flow easier to follow. It will mean more steps, but you'll save time and money in the long run by reducing errors. Plus, you can always get team members' feedback and make changes down the line. ## Automate everything you can Many steptypes can run automatically, and almost all steptypes can refer to data available on integrated systems. Use this data to build decision trees that can also automatically select the right option. Automations reduce errors and let your teams whiz through Flows rather than relying on them to enter data already available elsewhere. Even decision steptypes can be automated and accelerated. Use the light bulb symbol to make the decisions automatically based on criteria in different systems. We recommend experimenting until you're familiar with it. Plus, seeing a complicated process boiled down to just a few clicks is so dang satisfying. ## Think in modules If you have a big problem, don't make a massive workflow to deal with it (if you can). Instead, break the process into chunks that make sense to your team. You can use the *Launch* and *Boomerang* steptypes to link them together. Modules can be more easily updated and iterated upon since they focus on a particular puzzle piece. For example, suppose you're writing a Flow to help guide customers through troubleshooting an app. In that case, you can start with a general Flow for identifying the type of problem, an iPhone or Android phone, and then use *Boomerang* steptypes to jump to a workflow designed to troubleshoot iPhone issues specifically. # Build your First Flow Source: https://support.floweq.com/docs/gettingstarted/first_flow Get your first Flow created, published, and run it in Sidekick. ## Create your First Flow 1. After logging in, you will be taken to the FlowEQ dashboard 2. Click the **Create Flow** button near the top of the window Create Flow Button 3. Give your Flow a title and description * The Flow title and description are used for reference and are used when searching for Flows in Sidekick. It is important to provide appropriate information to help streamline things. * Your Flow will be placed into the default "Unsorted" category. Flows can be categorized later, so don't worry about that for now. 4. Hit the Save button and you will be brought into Flow Builder ## Add your First Step The *Decision Tree* steptype will be the first step that your team sees when they run the Flow. In this example, we'll use it for a basic troubleshooting question - what kind of device does the customer have? 1. Click the button on the left rail to add a step New Flow Screen 2. Select the *Decision: Select a Branch* step type Select the Decision Tree step 3. Enter the details below 4. When you're done, click **Save** Populated Decision Step **Title** The text entered here will appear up top when your team sees this steptype in your Flow. It's a great place to summarize exactly what you want your team to do. Since we want your team to answer a question, we'll write that question into the title field. **Rich Text** If you want to give your team more detailed instructions or context for the question, you can enter it here. This text will appear directly below the title **Decisions** Use these fields to give your team choices to decide from. For this example, the question is "Which type of device does the customer have?" so we'll create two decisions "iPhone" and "Android". ## Build out the First Branch Now that you've added decision branches, we need to decide what happens after your team selects an answer. For this example, we'll assume that after determining the customer's device type, we'll need to check the customer's app version against the latest version in the App Store or Google Play Store. For in-depth instructions like this, we'll use the *Rich Text* steptype 1. Click the under iPhone to build the next step in that branch. Click the icon next to iPhone 2. Select the *Rich Text* steptype **Select the Rich Text step** 3. Enter the details below 4. When you're done, click **Save** iPhone Rich Text **Title** This text will appear up top in Sidekick and so is a good place to summarize what you want your team to do. In this case, we'll use "Check the customer's app version" **Rich Text** Here, similar to the *Decision Tree* steptype, you can provide more detailed instructions. Because it's rich text we can do more than just add plain text. We want your team to check the latest app version, so add a hyperlink straight to the app's page in the App Store; * Highlight the text * Click the button * Enter the URL of the app's page then click **Save** * Click **Save** again at the bottom of the page. ## Build out the Second Branch Since the Android step will be similar to the iPhone step, except for pointing to a new page in the Google Play Store, repeat the steps above to fill out the Android branch. Android Rich Text ## Publish the Flow Now that we have both decision branches built out, click the **Publish Changes** button, then click **Confirm**. Once the Flow is published you'll be able to run through it in the Sidekick app. ## Open the Flow in Sidekick Navigate into a ticket in your CRM and you will see the FlowEQ Sidekick app on the right rail. Sidekick Highlighted Click "My First Flow" to open the Flow as your team would and you'll be presented with a question about phone types and two decisions (iPhone and Android) to choose from. In this example, the customer has an iPhone, so go ahead and click the **iPhone** button Sidekick Decision Shown After clicking the iPhone button, the *Rich Text* step that you added under the iPhone branch will appear, prompting your team to check the iPhone app's version by clicking the hyperlink. Sidekick Rich Text And with that, your first step is complete! We've just scratched the surface here, but after going through this process you can now start with building more sophisticated Flows and know how to run them in your CRM. # Overview Source: https://support.floweq.com/docs/gettingstarted/overview Learn a little bit about Flows, steps, and what FlowEQ is about. If you're reading this, we're guessing that your business has some pretty complicated processes. They may have caused headaches for your team and you've been looking for a way to solve it all with FlowEQ. ## Log into FlowEQ You can login to FlowEQ by going to [our sign in page](https://app.floweq.com/signin). Only Flow Builders or Contributors will need to go to this page directly. Your agents will be running Flows from your CRM or from the browser extension. If you haven't logged in already, [sign up for a FlowEQ demo](https://www.floweq.com/request-demo) where you can tell us about the challenges you're facing, and we'll set you up with an account. For the most seamless experience, we recommend logging in using your Zendesk, Salesforce. or Zoho credentials. ## Flow Manager The Flow Manager is your home page for all things FlowEQ. On this page, you will see all of the available categories and their associated Flows. In addition, you can move the Flows and categories. ## Flow Builder In the Flow Builder, you'll see three main components. * Flow Diagram * This will become the visual representation of the Flow as you build it. * Sidekick Preview * In the left rail, you'll see a more linear representation of the Flow, which can follow a particular path through *Decision Tree* steps (more on that later) - and give an idea of what your team will see in Sidekick * Publish Changes button * Your Flow will be saved automatically as you build it. But it won't be available for your team to follow until you hit this button.## Flows and Steps Each Flow is a collection of steps that your team will follow to complete a process. ## Steps Every step within a Flow is a specific action that your team will take. For example, a *Decision Tree* steptype will ask your team a question and give them multiple choices to choose from. A *Rich Text* steptype will give your team instructions or context for the process. # Step Templates Source: https://support.floweq.com/docs/gettingstarted/step_templates Stop repeating yourself! Use templates to save time and effort when building Flows. ## How to use Saved Step Templates When you start out building Flows, you may well find yourself using similar steptypes repeatedly. This is especially common when Decision Tree steptype outputs to two different steptypes that only vary slightly. Rather than rebuild each steptype from scratch each time, you can use Saved Step Templates to keep a personal library of your most go-to steptypes. ### How to create Saved Step templates 1. After setting up your steptype just so, click on the dropdown next to the Save button, and select **Save as template** Step Template 2. Enter a title and description for your Saved Step Templates, then click **Save** * These are similar to the title and descriptions for each steptype in the **Select a Steptype** window Save a Template 3. Your Saved Step template has been created and can be reused across Flow Builder quickly and easily ### How to reuse Saved Step templates 1. Open Flow Builder and click any button to add a new steptype. 2. Click the **Saved Templates** tab Saved Step Templates 3. Select the Saved Step template you wish to reuse. You can also click the pencil icon to edit an existing template 4. The steptype setup page from your template will appear. You can make any changes you like, or just skip to clicking **Save** to use the template verbatim # Chrome Source: https://support.floweq.com/docs/installing/chrome Get the FlowEQ Navigator extension installed in Google Chrome. The Sidekick Chrome extension allows you to use Sidekick on any webpage, not just within the services where FlowEQ has native integrations like Zendesk and Salesforce. This has the benefit of guiding your team every step of the way through complex processes beyond your CRM. ## Installing the Sidekick Chrome Extension 1. Open the Google Chrome browser on your computer 2. [Click here to open the Sidekick Browser extension in the Chrome Web Store](https://chromewebstore.google.com/detail/FlowEQ/biaijdaelfbkjepmngolapeobdaljnnj?hl=en-US) 3. Click **Add to Chrome,** then click **Add Extension** 4. Sidekick is now installed in Chrome. Next, you'll want to pin it for easy access. 5. In your Chrome browser, click the puzzle piece button to the right of the web address bar. 6. Next to FlowEQ, click the white push pin. It will turn into a black push pin, showing that the FlowEQ app will be pinned and accessible next to the address bar at all times. 7. Click the FlowEQ icon to open the Sidekick app. 8. Log into the Sidekick app with your FlowEQ account. # Firefox Source: https://support.floweq.com/docs/installing/firefox Get the FlowEQ Navigator extension installed in Mozilla Firefox. Like the Chrome extension, the Sidekick Firefox extension allows you to use Sidekick on any webpage, enabling you to guide your team through complex processes beyond your CRM and FlowEQ's many natively-supported integrations. ## Installing the Sidekick Firefox Extension 1. Open the Mozilla Firefox browser on your computer. 2. [Click here to open the Sidekick Browser extension in Firefox Addons](https://addons.mozilla.org/en-US/firefox/addon/floweq/) 3. Click **Add to Firefox** , then up near the address bar click the **Add** button, then **Okay**. 4. Open any webpage outside of Firefox Addons, like `google.com` 5. Click on the FlowEQ icon in the top right corner to open the Sidekick app. 6. Log into the Sidekick app with your FlowEQ account. # Salesforce Source: https://support.floweq.com/docs/installing/salesforce Follow these steps to get FlowEQ Sidekick setup in your Salesforce environment. The Sidekick app can only be installed natively into Salesforce Lightning pages. If you are using Salesforce Classic pages, you can still use FlowEQ Sidekick through our browser extensions by following their guides further below. ## Installing Sidekick in Salesforce As of writing, there is a known issue with Salesforce OAuth that may prevent new users from logging into FlowEQ Sidekick after installation. The recommended method for installing FlowEQ into Salesforce is to use our unpublished app here: [FlowEQ Sidekick](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHs000000nAfj\&isdtp=p1). If you encounter this issue, please refer to this page for more info: [SFDC Generic OAuth Error](kb/troubleshooting/sfdc_generic_oauth_error). 1. [Click here to open Sidekick in the Salesforce AppExchange](https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000F7EwiUAF\&tab=e) 2. Click the **Get It Now** button 3. If you haven't already, log into your Salesforce instance. This guide assumes your Salesforce account has sufficient privileges to install the Sidekick app and place it on the Record page most important to you. If this isn't the case, you can contact your Salesforce administrator for help. 4. At the "*Where do you want to install this package?"* window, select whether to install your Sidekick app in your Production or Sandbox environment. * If you're unsure, you probably want Sandbox - a safe place to play around with the Sidekick app without worrying about causing issues for your other Salesforce users. * If you want to jump right in and share Sidekick with your team right away, choose Production. This option will set up FlowEQ seats for you and your team, requiring you to choose a Pricing Plan and enter billing information to proceed. If you have questions before proceeding, let us know at [support@floweq.com](mailto:support@floweq.com) and we'll take care of you. 5. When ready, review and approve our terms and conditions then click the **Confirm and Install** button. You may be prompted to log into your Salesforce account again. 6. When you reach the Install FlowEQ screen, you can install the Sidekick app for Admins Only, All Users, or Specific Profiles. Select the best option for you, then click the **Install** button. 7. When you see "Installation Complete!" click the **Done** button. ## Adding Sidekick to your Lightning Page 1. Now with the Sidekick app installed in your Salesforce instance, next, it must be added to the Lightning page where the app will be used most. It can be placed on any Lightning page, but for this guide, we'll assume you want to add it to the Case Record page in the Service app. 2. After installing the Sidekick app, you were likely dropped off on the Installed Packages page. From here, click the **Object Manager** tab. 3. Click **Case** 4. In the left panel, click **Lightning Record Pages** 5. If you have an existing Lightning layout, select it here. Otherwise, click the **New** button in the top right. * If you need to create a new Lightning page, we recommend these settings: * Page type - Record Page * Label - Case * Object - Case * Select *Clone Salesforce Default Page* > *Case Record View for Lightning Console* 6. We recommend placing the Sidekick app on the right panel. This tends to be the most intuitive place for teams to access their Flows, giving the center panel the main focus and the left panel enough space for useful details. Move your mouse cursor in the right panel, and click the top blue plus button. This will prompt you to select a new component to add to the Record page. 7. Next, you will need to select the new component to add from the left panel. Scroll down to the bottom of the list to the *Custom - Managed* section, and click **FlowEQ Sidekick.** 8. The Sidekick app should appear in the top right corner of the Case Record Lightning page. Rearrange if necessary and when done, click the blue **Save** button in the top right corner. 9. In the Page Saved window, click **Activate,** then configure how widely you want to distribute this new Lightning page across your Salesforce instance. When done, click the **Save** button. 10. To test your new Case Record page, click your profile icon in the top right corner, then your email address under *USERNAMES.* 11. From here, click the Cases tab, then open any case. This should load the case in your new Lightning view with your FlowEQ Sidekick app installed. You'll need to log into your Sidekick app to finish the process. The app may also appear minimized to save space. In this case, click on it to expand it to full size as needed. # Zendesk Source: https://support.floweq.com/docs/installing/zendesk Follow these steps to get FlowEQ Sidekick setup in your Zendesk environment. You will need a Zendesk administrator to install and configure the FlowEQ Sidekick app in your Zendesk environment. This guide will walk you through the steps to install get the app setup for your agents. ## Installing Sidekick in Zendesk 1. [Click here to open Sidekick in the Zendesk Marketplace](https://www.zendesk.com/marketplace/apps/support/116920/floweq/) 2. Click **Install** 3. In the popup that appears, select your Zendesk subdomain, then click **Install**. 4. If you haven't already, log into your Zendesk account. Note that your Zendesk account will require sufficient permissions to install the Sidekick app successfully. If you don't have these permissions, contact your Zendesk administrator. 5. (Optional) From the App Details page within Zendesk, you may configure the Sidekick app to be restricted to specific groups and roles if you like. 6. Click the **Install** button at the bottom of the page. 7. The FlowEQ Sidekick app will now appear in the *My Apps* category in Zendesk. Since your team will likely be using the Sidekick app a lot, you may want to arrange the app so it appears up top in the right panel next to tickets. To do this, click the **Reorder apps** button. 8. Under *Location,* click **Ticket** , then click on the dots next to the FlowEQ Sidekick app, and drag it to the top of the list. This will ensure the Sidekick app will appear up top in the right rail when your team handles a ticket. Alternatively, drag the app to any other position that suits your team best. 9. When done, click the four squares in the top right, then click **Support** to return to your teams support tickets. # AI Summaries Source: https://support.floweq.com/docs/using_floweq/ai_summary How to enable and use the FlowEQ AI Ticket Summary feature in Sidekick for Zendesk FlowEQ's AI Ticket Summary (Beta) features in Sidekick for Zendesk leverage OpenAI to summarize tickets, recommend Flows and analyze customer sentiment. Here's a detailed look at how FlowEQ uses OpenAI to process and protect your Zendesk ticket data. ## Enabling AI Ticket Summaries 1. Navigate to the [Manage Company page](https://app.floweq.com/manage-company) 2. Check the **Enable AI Ticket Summaries** checkbox on the General tab Highlighted Enable AI Ticket Summaries 3. Click the **Update** button Once AI Ticket Summaries have been enabled, the Sidekick app in Zendesk will update to show a new **AI Ticket Summaries** dropdown near the top. Your team can then click on this dropdown to show the AI-generated summary and recommendations. Expanding Summary.png ## Features In the expanded panel, you'll see the following AI-generated detail sections: ### Topic A brief one-line summary of the premise of the ticket. ### AI Suggested Flows Sidekick will identify up to three of the most relevant Flows accessible by your agent to help efficiently resolve the ticket. The ticket details, such as the topic, issue, and customer requests are scanned to help make this decision, and each suggestion has a justification and confidence score on why this Flow is pertinent to the ticket issue. If you face any issues with Flow suggestions, ensure your Flow titles and descriptions are accurate, as they are used in the analysis. ### Issue A slightly more detailed summary of the issue reported by the customer which prompted the ticket. ### Customer Ask The specific request that the customer has made which will resolve the ticket, if available. ### Customer Sentiment Sidekick categorizes customer sentiment on a scale from Very Negative to Very Positive by analyzing the emotional tone in the customer and agent interactions within the ticket. ### Previous Actions A summary of actions already taken by your team on this particular ticket, separate from the customer's own messaging. ### Feedback We'd love to hear your team's thoughts and feelings on our AI features! Please use the happy and sad faces in the bottom corner to provide positive and negative feedback. ## Security Since FlowEQ sends Zendesk ticket data to OpenAI via API, **no ticket data is stored or used for training by OpenAI.** This is different than if you used another native OpenAI tool on your own, like ChatGPT, to send ticket data, which does not have this protection. We understand ticket data may contain customer-sensitive data. Your trust and security are our priority. When utilizing OpenAI GTP API through FlowEQ, please be assured that no data is being stored within FlowEQ or OpenAI. This means that all interactions with this feature are entirely secure, and any sensitive information remains confidential and untraceable. To learn more, check out [OpenAI’s API security and data-use policies.](https://openai.com/policies/api-data-usage-policies) # Insights (Beta) Source: https://support.floweq.com/docs/using_floweq/insights Using the Insights (Beta) to review Flow performance and agent activity The Insights app is currently in beta. Please be sure to provide feedback. The FlowEQ Reporting app is the central place to learn how your team uses Flows and how those Flows are performing. The Reporting app brings both live and historical data on Flow and team performance across separate columns into one place to make it easier to find the insights you're looking for. Read on to learn more about the columns, their types, and how they are calculated. There are two types of columns: *live* and *historical*. ## Live Columns Love Columns show real-time data in the present moment, e.g., User Status ### Status *Live column.* Shows the user's present status on the FlowEQ platform. | Status | Definition | | :------ | :----------------------------------------------------------------- | | In Flow | The user is active in FlowEQ and presently running a Flow | | Online | The user is actively using FlowEQ but not presently running a Flow | | Away | The user has been inactive in FlowEQ for 10 minutes or more | | Offline | The user is not using FlowEQ presently | ### User *Live column.* Displays the user's first and last name, if provided in their FlowEQ profile. If names are not provided, the user's email address will appear here instead. ### Groups *Live column.* Lists the FlowEQ groups (*not* the user groups within your CRM) to which the user belongs, if any. ### Current Flow *Live column.* If the user's status is "In Flow," this column will show the name of the Flow the user is presently using. ## Historical Columns Historical columns show cumulative data totaled over a time period, e.g., Flow Utilization rate. ### Flows Started *Historical column.* This column shows the number of Flows the agent has started (but not necessarily completed) within the specified time period. **Flows Started** is equal to the sum of **Flows In Progress** and **Flows Completed** ### Flows In Progress *Historical column.* This column shows the number of Flows an agent has started but not completed within the specified time period. **Flows In Progress** is equal to the sum of **Flows Started** minus **Flows Completed** ### Flows Completed *Historical column.* This column shows the number of Flows an agent has completed within the specified time period. **Flows Completed** is equal to the sum of **Flows Started** minus **Flows In Progress** ### Steps Completed *Historical column.* This column shows the cumulative number of steps an agent has completed across all their Flows within the specified time period. ### Time in Flows *Historical column.* Shows the total time a user has spent running Flows within the specified time period. This column is calculated by totaling the number of seconds a user runs Flows and converting that time into a more understandable format. ### Flow Sessions Offered *Historical column.* Shows the count of sessions where Sidekick was loaded where an agent could have used a Flow within the specified time period. * Only valid environments (i.e., when a Flow could actually be used) are included in this count. * If Sidekick loads in a valid environment, but the agent chooses not to use a Flow, this is counted as an Offered Flow Session and will contribute to this column. * Invalid environments where Sidekick may have loaded but an agent could not have used a Flow (such as the Browser extension on a generic webpage) will not contribute to this column. * Flow Sessions are different from Flows. If a user were to run three different Flows back to back, this would be counted as 3 separate Flows but within only 1 Flow session. ### Flow Sessions Utilized *Historical column.* Shows the count of sessions where Sidekick was loaded in a valid environment *and* an agent used a Flow within the specified time period. Again, only valid environments contribute to this column, while invalid environments are excluded. ### Flow Utilization *Historical calculated column.* Shows a user's Flow usage percentage within the specified time period. Calculation: `(Flow Sessions Utilized / Flow Sessions Offered) * 100%` ### Milestone Reached *Historical column.* A count of Flow sessions where the agent reached the “Flow Milestone” step type within each Flow within the specified time period. Flows that do not contain the “Flow Milestone” steptype or contain that step but were not reached by the agent during the run will not be counted in this column. ### % Milestone Reached *Historical calculated column.* A Flow utilization rate calculation indicating the percentage of Flows where the agent reached at least one “Flow Milestone” step type compared to all the Flows they ran, all within the specified time period. Calculation: `(Flows ran where at least one Milestone was reached / Flows ran) * 100` # Billing Source: https://support.floweq.com/docs/using_floweq/mc_billing Manage and review FlowEQ billing Use the billing tab to manage your FlowEQ plan and payment method. If you are on a custom plan, you will not be able to make changes to the plan. Please reach out to us at [billing@floweq.com](mailto:billing@floweq.com) for any inquiries. ## Plan Here you will see a summary of your price per FlowEQ seat, how many seats you have set up, and your overall regular costs for FlowEQ service. ## Change Plan Click this button to change your FlowEQ plan in the following modal. If you have any questions about your plan, please reach out to us at [billing@floweq.com](mailto:billing@floweq.com). *Note: Some customers will see their grandfathered plan appear as greyed-out since it is no longer available for selection.* ## Plan Options Click this link to view a [summary of FlowEQ plans](https://www.floweq.com/pricing/pricing-overview). ## Contact Sales If our different plans don't quite line up with what you need, click this link to contact FlowEQ to discuss putting together a custom plan better suited to your needs. ## Payment Method The details of your current payment method on file will appear here. ## Update Payment Source Click this button to remove or update your payment method. ## Cancel Subscription Click this button to cancel your FlowEQ service. We'd love to hear from you before you cancel, so please reach out to us before canceling via [support@floweq.com](mailto:support@floweq.com) # General Source: https://support.floweq.com/docs/using_floweq/mc_general Manage company-wide settings Use the General tab to change settings that will apply across your FlowEQ account. General Company Settings ## Company Name Use this field to enter the name of your company. This information is used internally at FlowEQ, so ensure it is accurate. ## Use as a Staging Environment Check this box to designate this FlowEQ instance as a staging environment. When clicked, the top banner in FlowEQ will change to a different color, making it easier to tell the difference between your Staging and Production instances. ## Enable AI Ticket Summaries Checking this box will turn on the AI Ticket Summary functionality inside of Zendesk. This allows for FlowEQ to read the current ticket, provide a summary, and provide suggested Flows to the agent. For more information on AI ticket summaries, see [this article](docs/using_floweq/ai_summary). ## Default Sidekick to Collapsed in Lightning If your CRM is Salesforce, check this box to load you FlowEQ Sidekick Lightning component in a collapsed view by default. When collapsed, your team will need to click on that Lightning component to expand and use the Sidekick app fully. This is handy if your CRM is tight on space and you don't need Sidekick to be expanded on every case or record. # Groups Source: https://support.floweq.com/docs/using_floweq/mc_groups Add new groups and set group-level permissions Use this Groups tab to create and manage the groups that your users can be placed into. Groups can be used to filter which Flows and Workboard views can be accessed by your team. Click the green plus button to create a new User Group. ## User Groups Table Use this table to select a particular group and open the Edit Group window. ## Edit Group This window appears when you select a particular group, allowing you to make changes to that group as you see fit. Edit Group Details ### Group Name Use this field to set the title of the specified group. ### Group Description Use this field to describe the purpose or intention of this particular group. ### Add new users to this Group by default Check this box to automatically add any newly created or invited team members to this particular group. This is useful for entry level groups, like Tier 1 support agents for example, since it removes the need for you to manually add team members to the most widely used groups. ### Allow users to reset all progress in Sidekick Check this box to allow members of the group to reset the Flow progress inside of Sidekick. This functionality will clear all executed Flows and treat the ticket as if no Flows have been executed. Please note that resetting a ticket will *not* clear any field updates or comments that were made in the ticket by FlowEQ. ### Allow users to publish flows in Flow Builder Check this box to allow members of the group to publish their changes in Flow Builder and to set a new default Flow version. Without this permission the **Publish Changes** button appears greyed out — group members can still open Flow Builder and edit a Flow, they just can't make those changes live. Admins can always publish Flows, regardless of which groups they belong to. Users who aren't in any group can also publish. If a user belongs to more than one group, they can publish as long as at least one of those groups has this box checked. ### Edit Group Members Use this table to view the current members of the specified group. To remove a member from this group, click the red trashcan icon for that member. ### Add Group Members Use this dropdown menu to select specific members who should be added to this group. # Team Source: https://support.floweq.com/docs/using_floweq/mc_team Add new users and set user-level permissions Use this tab to invite new users and manage existing users. ## Download User List Click this button to download a list of your FlowEQ users as a CSV file. ## Filter by Group Use this dropdown field to only show team members within a specified group. ## Team Members Click the green plus sign to add a new users, or click on an existing user to update them. In either case, a new window will appear where you can set each user's Role, Status, and User Groups. Update Member ### Role You can assign one of the following roles to each user to manage their permissions: * Employee (Default for new users) * Limited to following Flows in Sidekick and editing their own profile information * Viewer * Limited to viewing the Insights beta page * Contributor * Everything in the Employee role, plus full access to build and edit Flows, as well as entering credentials in the Integrations Lab to enable new steptypes * These users can only publish Flows if at least one of their User Groups has the **Allow users to publish flows in Flow Builder** permission enabled. See [Groups](/docs/using_floweq/mc_groups) for details. * Admin * Everything in the Contributor role, plus managing your team's FlowEQ seats, service plan and billing settings in the Manage Company app. * Admins can always publish updates to a Flow, regardless of their group permissions. ### Status This defines the user's status, which can be either set to Active or Inactive. * Active * Indicates a user is able to log in and perform actions based on assigned role privileges * Active users will count towards your FlowEQ seat count * Inactive * Indicates that a user is no longer able to log in. * This allows admins to deactivate users once they leave the organization while still maintaining a record of their legacy activity and user information. ### User Groups Use this field to specify which group(s) a particular user is a member of. # Usage Source: https://support.floweq.com/docs/using_floweq/mc_usage View your FlowEQ subscription information and invoices Use the Usage tab to see a table of invoices and other charges related to your FlowEQ service. Usage Page ## Date Column The date when a particular charge or invoice was issued. ## Description Column A summary of the listed invoice or charge. This can be for FlowEQ service, shipping labels, and or staffing resources supported by FlowEQ. ## Amount Column The amount due for each particular charge or invoice. ## Download Column Click here for a link to a PDF detailing the specified charge or invoice. # Introduction Source: https://support.floweq.com/introduction Welcome to the FlowEQ documentation ## Setting up Welcome to the wonderful world of automation with a human touch. Get started by learning some of the basics of FlowEQ and how to setup your first Flow. Get your first Flow up and running in minutes Take a look at our Step Library to find the right steps for your Flow # Filtering Arena Attachments Source: https://support.floweq.com/kb/howto/arena_attachment_filtering Advanced examples for filtering which attachments get passed to Arena The **Filter Attachments** option on the [Arena: Create Quality Process](/steps/arena/arena_create_quality) and [Arena: Update Quality Process](/steps/arena/arena_update_quality) steps lets you control which CRM attachments are eligible to pass through to Arena. This guide covers a few patterns beyond the basics. ## How the filename filter works The filename filter is a single **regular expression**. It's matched case-insensitively, and it doesn't need to match the whole file name — it just needs to match *somewhere* in it. There's no separate "exclude" toggle or comma-separated list — both of those are done with regex, shown below. [Regex101](https://regex101.com) is a free third-party tool (not affiliated with FlowEQ) for building and testing a pattern before pasting it into the filter field. Set the flavor to "JavaScript" to match FlowEQ's behavior exactly. ## Example: match a simple string To only allow files with a word somewhere in the name, e.g. `invoice`: ``` invoice ``` This matches `invoice.pdf`, `Invoice_2024.png`, `final-INVOICE-v2.docx`, etc. ## Example: match a specific file extension To only allow PDFs, anchor the pattern to the end of the file name: ``` \.pdf$ ``` The `\.` matches a literal period and `$` anchors to the end of the string, so this won't accidentally match something like `pdfnotes.txt`. ## Example: exclude a specific string There's no built-in "exclude" option, but a negative lookahead does the same thing. To allow everything **except** files with `draft` in the name: ``` ^(?!.*draft).*$ ``` `(?!.*draft)` fails the match if `draft` appears anywhere in the name, so only non-matching (i.e. non-draft) file names pass the filter. ## Example: match multiple values Use `|` (alternation) to match any of several patterns. To allow PDFs, Word docs, or images: ``` \.pdf$|\.docx?$|\.(jpe?g|png)$ ``` ## Example: exclude multiple values Combine the negative lookahead with alternation to exclude several strings at once. To allow everything **except** files with `draft`, `old`, or `temp` in the name: ``` ^(?!.*(draft|old|temp)).*$ ``` Add or remove terms inside the parentheses, separated by `|`, to extend or shrink the exclusion list. If a pattern doesn't compile as a valid regular expression, Flow Builder will show "Not a valid regular expression" and block saving. If you leave the field blank, no filename filtering is applied. # EasyPost Configuration Source: https://support.floweq.com/kb/howto/easypost_config Setup the EasyPost integration for generating shipping labels The EasyPost integration only needs to be configured if you are generating shipping labels using the \*\*Create Universal Shipping Label" steptype. Follow these steps to set up the EasyPost integration and use EasyPost steptypes in your Flows. 1. [Click here to open the API Keys page](https://www.easypost.com/account/api-keys) in your EasyPost account. 2. For the quickest setup, click **Copy** on the Production API Key. You can also click **Add Additional API Key** to create and then copy a key just for FlowEQ. 3. [Click here to open the Integrations Lab](https://app.floweq.com/integrations-lab) in FlowEQ. 4. Select the **EasyPost** steptype. 5. Paste the API key you copied in Step 2 into the **Enter API Key** field 6. Click **Save**. # Salesforce Path Variables Source: https://support.floweq.com/kb/howto/salesforce_path_variables Use FlowEQ to retrieve field data from an object linked to the current Salesforce object Salesforce allows you to link objects together. For example, a **Case** object can be linked to an **Account** object. FlowEQ allows you to retrieve field data from the linked object using path variables. Doing so requires knowing the Field Name (not the Field Label) as well as the API Name of the current object and child object you want to get data from. The object API Name can be found in Salesforce by going to **Setup** > **Object Manager** > **\[Object Name]**. The API Name can be found on the **Details** page. Object API Name in Salesforce The field's Field Name can be found by going to **Setup** > **Object Manager** > **\[Object Name]** > **Fields & Relationships**. In this table, there will be a list of all the fields on the object. The **Field Name** is the second column in the table. Field Name in Salesforce The **Field Name** and **API Name** are case sensitive when using them in FlowEQ. If you are having issues with a path variable, check the spelling and case of the API Name and Field Name. ## Path Variable Syntax The syntax for a path variable is as follows: ```plaintext theme={null} <%= floweq.salesforcePath.OBJECT.CHILD_OBJECT.FIELD %> ``` `floweq.salesforcePath` -- this first section tells FlowEQ to treat the rest of the variable as a path variable. This is the same for all path variables. `OBJECT` -- This is the **API Name** for the current object. This tells FlowEQ what object type you are on and where to start. `CHILD_OBJECT` -- This is the **API Name** for the child object. This tells FlowEQ the child object you want to retrieve data from. This is the object that is linked to the first object. `FIELD` -- This is the **Field Name** for the object you want to retrieve data from. This is the field you want to get data from on the child object. If the `OBJECT` or `CHILD_OBJECT` is a custom object, the API Name will usually show as ending with a `__c`. We've seen some situations where the API Name for the object needs to be changed in FlowEQ from `__c` to `__r`. This is due to how Salesforce handles custom objects. ## Examples Before jumping into a Flow and trying to add these variables, we recommend using the **Tester** tool in FlowEQ to test the path variables. This will allow you to see if the variable is returning the correct data before adding it to a Flow. To open the **Tester** tool, go to and object where FlowEQ Sidekick is available, click the Settings () Icon, then select **Tester**. ### One Layer Deep An example of a path variable that retrieves the `FirstName` field from the `Contact` object linked to the currently `Case` object is as follows: ```plaintext theme={null} <%= floweq.salesforcePath.Case.Contact.FirstName %> ``` ### Two Layers Deep In situations where you have a child object that is linked to another child object, you can use the following syntax to retrieve data from the second child object. For example, if you want to retrieve the `EndDate` custom field from the `Contracts` custom object linked to the `Contact` object linked to the currently `Case` object, you would use the following syntax: ```plaintext theme={null} <%= floweq.salesforcePath.Case.Contact.Contracts__r.EndDate__c %> ``` # Track Shipments with Workboard and EasyPost Source: https://support.floweq.com/kb/howto/shipment_tracking Learn how to leverage Workboard and EasyPost for shipment tracking. In order to activate Workboard, you will need to have a FlowEQ custom plan that includes Workboard. Please reach out to us at [billing@floweq.com](mailto:billing@floweq.com) if you would like to add this to your plan. With Workboard and EasyPost, you can now keep an eye on all of your packages and see when a return is en route to the warehouse, or when a replacement has been delivered. You can even use it to automatically follow up with customers when they forget to return merchandise. This guide assumes: * You will be tracking inbound packages * Inbound packages use shipping labels created using the *Shipping Label: Return* steptype * You have Workboard already set up * Your team is using Flows with the *Create Workboard record* and *Update Workboard record* step types. If you don't have these all in place already, [please get in touch](https://www.floweq.com/company/contact-info) and we'll be glad to help. You can also track outbound packages. You'll need to add the outbound tracking numbers to Workboard yourself (either by CSV import, writing to a CRM field, or by creating a new record in Workboard manually), skip steps 1 and 2 below, and replace the *EasyPost Inbound Tracker* with the *EasyPost Outbound Tracker* steptype. #### 1. Create the return shipping label Use the *Shipping Label: Return* steptype to create a return shipping label. Be sure to complete the "Default Ship To Info" section. Add the return label step #### 2. (Optional) Write the tracking number to Workboard Use the *Workboard: Create Record* steptype to create a new record, and add the tracking number to it with this variable: `<%= shippingLabelTrackingNumberReturn %>` Note: You can also use the *Workboard: Update Record* steptype too. And if you have your CRM connected with Workboard, you can write the tracking number variable to any CRM field. Add the create record step #### 3. Link the tracking number to the EasyPost Inbound Tracker Add a *Workboard: Link Object* steptype, select the correct record type for your Workboard (in this case "RMA") then enter the variable below into the "Tracking Code" field. What this does is pass the tracking code for the shipping label you created in Step 1 to the *EasyPost Inbound Tracker*. `<%= shippingLabelTrackingNumberReturn %>` Add the link record step #### 4. Publish the Flow Click the "Publish Changes" button to make the Flow live. Your team can use this Flow to create return shipping labels effective immediately. When your team uses and completes this Flow, it will create a Workboard and link the EasyPost tracker to it automatically. When you click on any record created using the Flow, you will first see all the fields from the Custom Record type you created in Workboard. Scroll further down to see the linked *EasyPost Inbound Tracker* object and all of its related fields, including shipping status. #### 5. (Optional) Add a EasyPost Shipping Status column to Workboard If you want to make the shipping status visible for all records when browsing Workboard, follow these steps. 1. Open Workboard 2. Turn on "Edit Mode" 3. Click the bucket needs the new shipping status column. 4. Click the pencil that appears on the bucket label to edit it. 5. Under Table Columns, add the "EasyPost Inbound Tracker: Status" column 6. Click "Save" This Workboard bucket will now show the current shipping status for each record linked to the *EasyPost inbound tracker*. Workboard Bucket # Workboard View Layouts Source: https://support.floweq.com/kb/howto/workboard_view_layouts Create Workboard View Layouts to customize your Workboard data In order to activate Workboard, you will need to have a FlowEQ custom plan that includes Workboard. Please reach out to us at [billing@floweq.com](mailto:billing@floweq.com) if you would like to add this to your plan. When you've connected multiple systems and trackers to your Workboard data, the primary table can often span multiple pages and get very busy. Not great when your team needs to jump in quickly to find a specific detail they need. This is where Custom View Layouts come in. With Custom View Layouts, you can arrange the data to look just how you want it to, similar to building a custom app for your data - but in true FlowEQ fashion - without a single line of code. You can follow this guide to rearrange your Workboard data however you like with Custom View Layouts. Make sure you click the **Save** button at the bottom of the page after making changes. Unlike Flow Builder, your changes are not saved as you go. If you change a View Layout and exit the page without saving your work, your work will be lost. ## Create a View Layout 1. Open the [Workboard app](https://app.floweq.com/workboards) 2. Below Custom Record types, click the **Configure View Layouts** button. 3. If you haven't created any View Layouts yet, click the big plus icon, or select the View Layout you've already made to continue. 4. Under *Layout Name,* give your Layout a memorable name for enabling this layout later. 5. Under Record Type, select the type of Workboard record containing the data you wish to show in your layout. At this point, we have a blank canvas. This is where we build a View Layout in earnest in four nested layers. From Tabs, into Columns, into Items, and finally, Values. ### Tabs Precisely like the tabs in your favorite web browser but contains your Workboard data. Use tabs to group data with a common theme together. For example, RMA Details or County Filings. Each Tab needs a name, which will appear on the Tab Label. ### Columns Within Tabs, data is arranged into separate Columns. These are different from the columns in the table. Instead, this is where you can put entire tables into different columns. You'll only need one column if you want a Custom View with just one table. But if you want to show two tables side by side, you'll need two columns. ### Items You can think of items are individual tables configured to show data from a particular source. You have a few different item types to choose from: ### Values This is where you decide which specific fields from the specified item to display in the current item, column, or tab. Since you already specified the record type, you can use the dropdown picklist to select the available fields from that record. ## Add a Tab, Column, and Item 1. Click the **Add New Tab** button to add your first tab. Be sure to give your tab a name in the *Tab Name* field.\\ Add New Workboard View Tab 2. Now that we have a tab, we need to fill it with at least one column. Under *Layout Columns* click the plus button.\\ Add Workboard Layout Column 3. Same as Tabs, give your new Column a name. This will appear above the table headers you'll add to this tab. 4. Click the **Add New Item** button. Give your Item a name that will appear alongside the data in the table. 5. Select the type of item you wish to show in this column. (See below for information on the Item Types) 6. After specifying an Item Type, click the green **Add Field** bar. 7. From the Field column, you can just use the dropdown to select the fields you want to show from the Item you specified in Step 10.\\ Workboard View Layout Item 8. Once you've added one Value, repeat Steps 6 and 7 until you have constructed a list of all the fields you want to show from the specified Item. 9. When you're done, click the green **SAVE** button at the bottom of the page. ### Item Types #### Single Records * *Custom Record* - Select this to show the details from an individual Workboard record * *Salesforce Record* - Select this to show data imported from your Salesforce. #### Related Records * *Related Salesforce Records* - Select this to show data from your Salesforce instance related to a specific record but not the specified record itself. * *Related Salesforce Attachments* - Select this to present any attachments to the specified Salesforce record. * *Related Salesforce Emails* - Select this to show email threads related to a specific record from your Salesforce instance. #### Matching Records * *Matching Custom Records* - Select this to present any Workboard records that fit the criteria. * *Matching Salesforce Records* - Select this to present data from Salesforce records that meet your criteria. ## How to build upon your first View Layout The steps above will guide you through constructing your first table in your first View Layout. Here's how you can add different layers to build upon that first Layout. ### To add a new tab Click the **Add New Tab** button at the bottom. Tabs will appear left to right as they do in your browser, but in the top-down order, they are listed in this View Layout. For example, the topmost Tab will appear on the far left when viewed in Workboard. The next tab down will appear to the right of the first tab, and so on. Add additional Workboard View tab ### To add a new Column Navigate to the Tab where you want to add a new column of tables, then click the blue **⊕ Add New Column** button in the top right of the Tab window. Add additional Workboard View column ### To add a new Item Navigate to the Column where you want to show new data, and click the **Add New Item** button to create a new table of values to show. Add additional Workboard View item ### To add a new value Navigate to the Item where you specified which type of record you want to show, click the **Add Field** button, and then select a new field to present from the specified record. Add additional Workboard View field ## How to rearrange your View Layout ### Rearrange Objects You can move any object on this View Layout to a new position by clicking the Reposition button. When clicked, valid targets for where you can move that item will start flashing. You can move any object wherever you need as long as there is a containing object to go into. For example, if you want to move an Item into another column, you'll need to create that other column first. Move Workboard View item ### Delete Objects Click the red trashcan icon on any object to delete it from the View Layout. Deleting a higher-level object, such as a Tab or Column, will delete all the Items and Values within that object. It's generally safer to delete from a bottom-up approach rather than top down. ### Enable your View Layout Once you've configured your View Layout how you want it, here's how to change a Workboard bucket to use it. 1. Open your Workboard. You'll see a list of buckets and the records within the current bucket. 2. In the top left corner of the screen, turn on the **Edit Mode** switch. 3. Hover over the bucket you want to use the new View Layout, and click the **Pencil** icon 4. On the right side of the Edit Existing View window, use the **Select Layout** dropdown to implement your layout for this bucket. 5. Click **Save** at the bottom of the page to save your changes. # Reference Zendesk User Fields Source: https://support.floweq.com/kb/howto/zendesk_user_fields How can I reference Zendesk requester or assignee fields in variables? ## Question What variables for Zendesk requester or assignee fields are available, and how do I use those variables? ## Answer ### Default Fields You can use any field on the requester or assignee object by manually entering the variable like `<%= zendesk.requester.FIELD %>` or `<%= zendesk.assignee.FIELD %>` (you will need to replace the "FIELD" with the field name. The list of default fields and their names is [available here](https://developer.zendesk.com/api-reference/ticketing/users/users/#json-format) Some examples would be: Requester Name: `<%= zendesk.requester.name %>`\ Requester Email: `<%= zendesk.requester.email %>`\ Assignee Name: `<%= zendesk.assignee.name %>`\ Assignee Email: `<%= zendesk.assignee.email %>` ### Custom Fields Due to the nature of custom fields for users, we cannot populate them into our variable picker. The variables are generated in the format of `<%= zendesk.object.user_fields.key_name %>`. You can replace "object" with either "requester" or "assignee" and "key\_name" with the values that appear in the People -> Configuration -> User Fields page under *Field key*. In the below example, if I wanted to populate a variable for the "SFDC Contact ID" field, I'd enter the variable as `<%= zendesk.requester.user_fields.sfdc_contact_id %>`. Example of Zendesk User Fields ### Additional Info With some steps, the format will need to be slightly different. Our team is aware of this and we are working to update steps on a case by case basis. The older format will be like `<%= zendesk_requester.user_fields.key_name %>` or `<%= zendesk_assignee.user_fields.key_name %>`. Note the use of an underscore instead of a space between "zendesk" and "requester". # Introduction Source: https://support.floweq.com/kb/knowledgebase Welcome to the FlowEQ Knowledgebase!. This section contains some common questions and troubleshooting steps. Try searching in the top left corner to search across all of our documentation, API reference, and the Knowledgebase. If you don't find what you need, please hit the chat icon in the bottom corner of the screen and we will be more than happy to help. # Which steps can run in the background? Source: https://support.floweq.com/kb/questions/background_flows Steps that can be run in the background While most Flows will be launched and completed by your team in Sidekick, it's also possible to run Flows in the background. This can be useful for handling administrative work, such as updating ticket fields after a certain amount of time or automatically creating a follow-up ticket when conditions are met. However, since most steptypes are designed to take input from your team, not all steptypes can be run in the background without input. If you want to create a Flow to run in the background, you can only use steptypes that can run in the background. FlowEQ is constantly making more steptypes able to be background-runnable. Below is an updated list of these steptypes. ## Zendesk * [Add a ticket comment](steps/zendesk/zd_add_ticket_comment) * [Add a ticket note](steps/zendesk/zd_add_ticket_note) * [Create a new ticket](steps/zendesk/zd_create_new_ticket) * [Create or update user](steps/zendesk/zd_create_or_update_user) * [Update ticket fields](steps/zendesk/zd_update_ticket_field) * [Run a ticket macro](steps/zendesk/zd_run_macro) ## Salesforce * [Add case comment](steps/salesforce/sfdc_add_case_comment) * [Update record fields](steps/salesforce/sfdc_update_record_fields) ## FlowEQ * [Decision tree](steps/floweq/floweq_decision) * [Verify customer info](steps/floweq/floweq_verify_info) * [Create universal shipping label](steps/floweq/floweq_universal_shipping) * [Create Workboard record](steps/floweq/floweq_workboard_create_record) * [Update Workboard record](steps/floweq/floweq_workboard_update_record) * [Delete Workboard record](steps/floweq/floweq_workboard_delete_record) * [Link Workboard object](steps/floweq/floweq_workboard_link_object) * [Create PDF From Template](steps/floweq/floweq_pdf_template) ## Arena * [Create Quality Process](steps/arena/arena_create_quality) * [Update Quality Process](steps/arena/arena_update_quality) ## Basecamp * [Create To Do](steps/basecamp/basecamp_create_todo) ## Recurly * [Create Line Litem](steps/recurly/recurly_create_line_item) # Required Domains Source: https://support.floweq.com/kb/questions/required_domains What domains are required for FlowEQ to function appropriately? The following domains should be allowed on your firewall, proxy, or any other network equipment that performs URL filtering or blocking. Traffic to these domains should be allowed on TCP/UDP over port 443. ## FlowEQ Domains For the FlowEQ owned domains, these must be excluded from any SSL inspection tools. Performing SSL inspection will cause some integrations to break. ``` app.floweq.com api.floweq.com next.floweq.com api.brightreps.com ``` ## Upstream Providers These domains are owned by our upstream providers and should be allowed. ``` brightreps.firebaseio.com s-usc1c-nss-*.firebaseio.com brightreps.firebaseapp.com brightreps.appspot.com firestore.googleapis.com ``` ### Additional Info The `s-usc1c-nss-*.firebaseio.com` domain is going to be a randomly assigned and dynamic domain like `s-usc1c-nss-123.firebaseio.com`. Due to Firebase policies, we do not have a way to specify that domain and it can change at random. # Restore a Deleted Flow Source: https://support.floweq.com/kb/questions/restore_flow How can I restore a deleted Flow in Flow Builder? ## Question * How can I restore a deleted Flow in Flow Builder? * If I accidentally delete a Flow, is there a way to get it back? ## Answer To restore a deleted Flow in Flow Builder, you can navigate directly to the Trashcan via this link, [https://app.floweq.com/trashcan](https://app.floweq.com/trashcan), or follow these steps to get to the Trashcan and recover your Flow: 1. Navigate to the [**Flow Manager**](https://app.floweq.com/flow-manager) inside FlowEQ. 2. In the upper right corner, click the "hamburger" settings icon 3. Click the **Trash** option in the dropdown menu. Opening the Trash 4. Find the Flow you want to restore in the list of deleted Flows and click on it to highlight it. 5. Either scroll down to the bottom of the page or collapse the Flows header, then click the **Restore the Selected Item from the Trash** button. # FlowEQ Login Issues Source: https://support.floweq.com/kb/troubleshooting/floweq_login_issues Try these steps if your agents are having issues logging into FlowEQ Sidekick ## Problem * When an agent attempts to login to Sidekick, the app in your CRM continuously loads but never shows available Flows * An agent logs into Sidekick, but the app loads and then prompts the user to login again * The agent is able to login to `https://app.floweq.com`, but Sidekick still shows the login prompt ## Solution Many of these login issues can be caused by adblockers or privacy settings within the browser. We recommend confirming that the agent has no adblockers that may prevent cross-site cookies from functioning. Please ensure adblockers are disabled for your CRM and on app.floweq.com. ### Clear FlowEQ Specific Cookies We have seen situations where a user is not able to login due to cookies being corrupted in the browser. The steps below outline how to clear the FlowEQ specific cookies for Google Chrome, but should be similar in other browsers as well. 1. Go to this page in Chrome: chrome://settings/content/all 2. Search for "brightreps" and click the trash icon next to all of them 3. Search for "floweq" and click the trash icon next to all of them 4. Refresh [app.floweq.com](http://app.floweq.com/) and try to login again 5. Once logged in at [app.floweq.com](http://app.floweq.com/), refresh your CRM ### Allow Third-Party Cookies Incognito or other privacy modes in a browser can cause problems with setting cross-site cookies, which are required for our authentication. Please ensure the agent is not running in Incognito mode. #### Google Chrome / Edge In Google Chrome, the following steps can be taken to allow third-party cookies and cross-site cookies for specific domains. 1. In Chrome, hit the three dots on the top right -> Settings 2. Click Privacy and Security -> Third Party Cookies 3. Next to "Allowed to use third party cookies" click "Add" 4. Add the following domains: * If you are using Zendesk, add your Zendesk domain (like `floweq.zendesk.com`, be sure to remove https if you copy paste it from the Zendesk tab) * If you are using Salesforce, add `[*].force.com` * `[*.]floweq.com` * `[*.]brightreps.com` #### Safari Safari does not have an option to allow third-party cookies for specific domains. The only option is to disable the "Prevent cross-site tracking" option in Safari settings. 1. In Safari, go to Safari -> Settings 2. Click Privacy 3. Uncheck "Prevent cross-site tracking" # SFDC Generic OAuth Error Source: https://support.floweq.com/kb/troubleshooting/sfdc_generic_oauth_error Salesforce is showing a "OAUTH_APPROVAL_ERROR_GENERIC" when new users are trying to login to FlowEQ. ## Problem When a new user is attempting to login to FlowEQ using the Salesforce sign in button, they receive the following error: ``` “OAuth Error: We can't authorize you because of an OAuth error. For more information, contact your Salesforce administrator. OAUTH_APPROVAL_ERROR_GENERIC : An unexpected error has occured during authentication. Please try again.” ``` ## Solution ### (Recommended) Update the FlowEQ Managed Package While not yet available on the AppExchange, you can install the latest version of our managed package directly from this link: [FlowEQ Sidekick](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHs000000nAfj\&isdtp=p1). This version includes the "FlowEQ OAuth Integration" package, which was previously unlisted and was not being installed. In addition, it renamed some components from "Brightreps" to "FlowEQ". No other changes were made in the packaging. ### Manually Install the OAuth Component As outlined in the [Salesforce helpcenter](https://help.salesforce.com/s/articleView?id=005132365\&type=1), you can manually install the individual component by going to Setup > Connected Apps OAuth Usage, finding either "BrightRepsOAuth Integration" or "FlowEQ OAuth Integration", and clicking the "Install" button. We *strongly* recommend installing the updated managed package instead of manually installing the component, as it will reduce overall administrative management. ## Background In the past, Salesforce allowed us to directly reference our unlisted OAuth component. This is what allowed us to use Salesforce authentication for FlowEQ without having a specifically installed app. Salesforce made some changes to how apps can login using Salesforce OAuth. This page has some additional details: [https://help.salesforce.com/s/articleView?id=005132365\&type=1](https://help.salesforce.com/s/articleView?id=005132365\&type=1) # Unexpected Stripe API Calls Source: https://support.floweq.com/kb/troubleshooting/unexpected_stripe_api Why is the Stripe API being called when no Flows with Stripe have been executed? ## Question * After configuring the Stripe integration, why am I seeing API calls being performed without any Flows that contain Stripe steps being executed? * What is causing my Stripe API usage to increase without performing any Stripe-related steps? ## Answer After configuring the Stripe integration, Sidekick will automatically check for any Stripe customers with an email address that matches the Ticket Requester each time Sidekick loads. This check requires calling the Stripe API and will cause the usage to increment up. # Zendesk "This macro is unavailable" Error Source: https://support.floweq.com/kb/troubleshooting/zendesk_macro_unavailable Why is the Zendesk Run Ticket Macro step showing that a macro is unavailable when run in Sidekick? ## Question * When running the Run Ticket Macro step in Sidekick, why do I see the error "This macro is unavailable"? * What does the "This macro is unavailable" error mean in the context of Zendesk macros? ## Answer There are two common reasons why you might see the "This macro is unavailable" error when running a Zendesk macro in Sidekick: 1. The macro configured in Flow Builder is not visible to the agent's role or group in Zendesk. * This can be configured by going to the Zendesk Admin Center, navigating to **Workspaces** > **Macros**, finding the macro in question, and checking the **Available for** setting. 2. Inside of Flow Builder, an invalid macro ID was configured. * This can happen if the macro was deleted or if the ID was manually entered incorrectly. See the note under **Search for a macro** in the [Run Ticket Macro step documentation](/steps/zendesk/zd_run_macro) for more details on how to set the macro ID. We have also observed situations where Zendesk is returning an HTTP [409 Status Code](https://developer.zendesk.com/api-reference/introduction/requests/#status-codes), which will cause the "This macro is unavailable" error to be displayed. This occurs when multiple updates to the same ticket are sent too quick. This can happen if: * Another Zendesk application is also trying to update the same ticket at the same time as FlowEQ * In this case, we recommend reviewing how tickets are being updated in Zendesk and ensuring that there are no conflicting updates. * The Flow has a step immediately before the Run Ticket Macro step that is also automatically updating the ticket or if the agent was quickly updating the ticket before the macro was run. * It may be beneficial to migrate the macro into a FlowEQ step type (such as the [Update Ticket Field step](/steps/zendesk/zd_update_ticket_field)) to remove multiple automatic steps in a row. * Another option is to move the automatic run macro step to be before a manual step. For example, having the macro execute before an agent manually runs an "Add Internal Note" step. # Configuring Airtable Source: https://support.floweq.com/steps/airtable/airtable_config Perform the initial setup of Airtable and FlowEQ Airtable is an online platform that allows users to create and share relational databases easily. The platform is designed with a simple, colorful, and user-friendly interface that enables anyone to create a database effortlessly, making it an excellent match for FlowEQ. Once the Airtable/FlowEQ integration is set up, it allows users to use the following steptypes: ## How to set up the Airtable integration 1. If you haven't already, [create an Airtable account](https://airtable.com/signup) 2. With your Airtable account, [click here](https://app.floweq.com/integrations-lab/airtable) or open FlowEQ > Integrations Lab > Airtable > Set Up 3. Click **Connect Airtable** 4. In the pop-up window, click on **Add a base** to select the bases or workspaces you want to integrate with FlowEQ.\\ Grant FlowEQ access to Airtable 5. After your bases or workspaces have been added, click **Grant Access** 6. With the Airtable integration setup, your FlowEQ window should look like this.\\ Configured Airtable Integration ## How to test the Airtable integration After setting up the Airtable integration, you can test your access to the desired Airtable from this page. To access a specific Airtable, you'll need its Base ID and Table ID. 1. To extract Base ID and Table ID from an Airtable table, you must open the table in Airtable and copy two text fragments from the URL. The **Base ID** is highlighted in blue, and the **Table ID** is highlighted in yellow. You won't need the View ID (highlighted in pink) for this test. Breaking down the Airtable URL 2. After obtaining the Base ID and Table ID, paste them into FlowEQ's corresponding *Base* and *Table* fields. Enter any query into the Query field, using two quotation marks ("") to represent an empty input. 3. After entering your Base ID, Table ID, and Query, click the **Test Client** button. If successful, a green message will appear below saying *Client test successful!* # Airtable: Create Record Source: https://support.floweq.com/steps/airtable/airtable_create_record Use FloweQ to create a record in Airtable When your team has gathered information to put into Airtable, use the **Airtable Create Record** steptype to automatically pass details into the right table and database. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Base When viewing a particular table in Airtable, the URL is composed of three parts. You will need the **Base ID** part to use the **Airtable Create Record** steptype. Breaking down the Airtable URL ### Table Name Enter the Table Name where you want a new record to be created. This table name will need to match the name of the table *exactly* how it appears when viewed inside of Airtable. ### Map Table Fields #### Add Field Click this button to add additional fields and their values for the newly created Airtable record. #### Field Name Use this field to specify a field you want to populate in the newly created Airtable record. The field name must exactly match how that field appears inside of Airtable. #### Default Value Use this field to enter a value to be written into the specified field. You can type whatever you want here as long as the field in Airtable can accept it. Use a variable from the button to pull in data from your CRM or other systems connected to FlowEQ. # Airtable Steps Source: https://support.floweq.com/steps/airtable/airtable_index Overview of the FlowEQ Airtable integration and available steps Airtable is a flexible database and spreadsheet hybrid used for tracking projects, inventory, requests, and more. FlowEQ's Airtable integration lets your team log and look up records in Airtable as part of a Flow in Sidekick. **[Airtable](https://www.airtable.com)** ## What You Can Do * Create new records in any Airtable base and table * Search for existing records by field value ## Quick Tips * **API key required** — follow the Configuration guide to connect your Airtable account using an API key before adding Airtable steps to your Flows. * **Search before creating** — use the Search step at the start of your Flow to check whether a record already exists before creating a duplicate. * **Map your fields** — when building a Create Record step, use the variable picker to pull in data from Zendesk, Salesforce, or other connected systems to populate Airtable fields automatically. # Airtable: Search Table Records Source: https://support.floweq.com/steps/airtable/airtable_search Use FlowEQ to search records in Airtable Besides posting data into an Airtable, you can also use the **Airtable Search Table** Records to pull data out of Airtable. For example, if your team stores a product inventory database in Airtable, you can use this steptype to look up a particular product in that database and return quantities of those products currently in stock. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Base IDs and Table IDs in Airtable When viewing a table in Airtable directly, the URL can be broken down into 3 parts. You will need the Base ID and Table ID to configure this Airtable steptype. Breaking down the Airtable URL #### Base Use this field to set the Base ID for the database to be searched. #### Table You can use this field to specify the Table's ID in Airtable you need to search. ### Manual Query This section will only appear after entering the Base and Table information. This Airtable steptype can construct an Airtable search query using FlowEQ's criteria logic feature. But you can activate this switch to bypass Criteria Logic and write your own Airtable query from scratch. With Manual Query turned on, you will have the option of placing **Placeholders** into the query. These placeholders are text entry fields presented to your team in Sidekick to complete. This allows you to construct the majority of the query and your team to provide the unique strings actually to search with. ### Fields to Display in Sidekick This section will only appear after you've properly configured a **Base** and **Table**. Here you can specify which fields from Airtable you'd like to display to your team in the Search Results in Sidekick. This is useful for presenting only the information they need to pick the right record rather than potentially overwhelming them with the entire Airtable record. ### Define Search Criteria You can either use an advanced Airtable Formula to define your search criteria or use the Criteria Logic feature below to build out your search conditions. #### Airtable Formula Here you can see a representation of the Airtable search formula as it is being constructed by the Criteria Logic feature below. #### Criteria Logic With Criteria Logic, you can construct the logic arguments to search Airtable. This feature works similarly to how logic arguments work in Zendesk's automations and triggers. In the ALL or ANY conditions, you can click **Add New Criteria** to create new arguments by filling in the following fields. ##### Field Select the Airtable field you would like to search ##### Condition Select the condition you want to compare against the Airtable field. ##### Value Enter the value for the preceding field and condition fields to match. Here you can also use FlowEQ variables to pull in information from your CRM or other systems connected to FlowEQ. #### Run Airtable Query Click this button to test the Airtable query you have constructed. This query will not work if CRM variables have been used in the query since Flow Builder is outside of your CRM, so there is no CRM field to pull this value from. For a successful test, we recommend replacing this variable with the actual value that would be rendered in its place. ## Airtable Variables After running the Airtable Search Table Records step, FlowEQ will create several variables you can use in later steps in your Flow. These will have the following format: ``` <%= airtable.record. %> ``` So for example, if your Airtable table has a column named "Product Name", you can reference the value in that column from the selected record using the following variable: ``` <%= airtable.record.Product Name %> ``` If your column name has any of the below special characters, they will be replaced with an underscore (-) in the variable name: * `/` (forward slash) * `.` (period) * `[` (left bracket) * `]` (right bracket) * `*` (asterisk) * `` ` `` (backtick) # Arena: Add Affected Object Source: https://support.floweq.com/steps/arena/arena_add_affected How to add an affected object to a Quality Process in Arena In some situations, you may have created more than one Quality Process for a single CRM case/ticket. In these cases, you may want to add previously created Quality Process records to the recently created one. Or maybe you just want to add a link to some product documentation, support page, or other web link. This step allows you to add an affected object to a Quality Process in Arena. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Link Quality Process This section is where you can define the configuration for linking the most recent Quality Process to a previously created Quality Process. This is useful if you have multiple Quality Processes for a single CRM case/ticket and want to link them together. #### Hide Section Enabling this will hide the section entirely from Sidekick. This is useful if you want to always link the most recent Quality Process to a previously created one without giving your team the option to choose. #### Display Previously Created Quality Records Enabling this option will display a list of previously created Quality Processes in Sidekick for your team to choose from. This is useful if you want to give your team the option to link the most recent Quality Process to a previously created one. #### Automatically Link Previous Created Quality Records to Most Recent Enabling this option will automatically link the most recent Quality Process to the previously created one without giving your team the option to choose. This is useful if you want to always link the most recent Quality Process to a previously created one. #### Add New Affected Quality Process Clicking this button will expand the section and allow you to add one or more Quality Process records to associate to the most recent Quality Process record. The following fields will appear: * **Hidden** - enabling this will hide this row from Sidekick. Each field also has a hidden configuration as well, so you can choose to hide the entire section or just specific fields * **Manual** - enabling this will allow your team to manually enter or change the value of this field in Sidekick. If disabled, the value will be automatically set by the step configuration. Each field also has a manual configuration as well * **Template** - select the template of the Quality Process you wish to add as an affected object * **Step Name** - after selecting a template, you can choose the name of the step that is affected by this Quality Process. This will be a dropdown of all the steps in the selected template * NOTE: There is a toggle that allows you to manually enter the step name instead of selecting from the dropdown * **Quality Process GUID** - this is the unique identifier for the Quality Process you wish to add as an affected object * **Notes** - this is a free text field where you can add any notes or comments about the affected Quality Process Arena requires that the *Template*, *Step Name*, and *Quality Process GUID* fields be filled out in order to add an affected object to a Quality Process. If *Manual* is disabled, you will be required to make a selection for these fields in the step configuration. If *Manual* is enabled, your team will be required to fill out these fields in Sidekick. ### Link URL This section is where you can define the configuration for linking specific URLs to the most recent Quality Process. This is useful if you want to link to product documentation, support pages, or other web links. #### Hide Section Enabling this will hide the section entirely from Sidekick. #### Add New URL Clicking this button will expand the section and allow you to add one or more URLs to be associated to the most recent Quality Process record. You can add as many URLs as you like. The following fields will appear: * **Hidden** - enabling this will hide this row from Sidekick. Each field also has a hidden configuration as well, so you can choose to hide the entire section or just specific fields * **Manual** - enabling this will allow your team to manually enter or change the value of this field in Sidekick. If disabled, the value will be automatically set by the step configuration. Each field also has a manual configuration as well * **Link Text** - this is the short name or title for the URL that will be added as an affected object. This will be visible in Arena when viewing the affected object * **URL** - this is the URL that will be added as an affected object * **Link Description** - this is a longer form description of the link that will be added as an affected object * **Notes** - this is a free text field where you can add any notes or comments about the affected Link Arena requires that the *Link Text*, *URL*, and *Link Description* fields be filled out in order to add an affected link to a Quality Process. If *Manual* is disabled, you will be required to make a selection for these fields in the step configuration. If *Manual* is enabled, your team will be required to fill out these fields in Sidekick. # Configuration Source: https://support.floweq.com/steps/arena/arena_config Steps for setting up the Arena integration in FlowEQ This article will walk you through the process of setting up the Arena QMS integration with FlowEQ. Once activated, this integration will introduce new step types in Flow Builder that will enable you to create and update quality processes and make changes in Arena directly within your workflows. ## Arena Configuration Options To set up the Arena integration, you will first need: * An Enterprise level or Custom billing plan on FlowEQ. * The Arena Rest API enabled in your Arena instance. [Learn more here.](https://github.com/ptc-arena/arena-restapi-doc/blob/main/Arena%20REST%20API/api_licensing.md) There are two required configuration decisions when setting up the Arena integration in FlowEQ: * Workspace ID * User Authentication Method Arena Integration Config When configuring the Arena integration in FlowEQ, you have two options for how user authentication is handled when using Arena step types in your workflows: * Company-Level Credentials * When the *Use global company user (company-level credentials)* option is selected in the Arena integration settings, all team members will use the same Arena account for all Arena step types. This means that any actions taken using Arena step types will be created using this single company-level account. * If this option is enabled, we strongly recommend using a Machine User account in Arena. A Machine User is a special type of user account that is not tied to a specific individual and is intended for use by applications or automated processes. This helps ensure that the account remains active and accessible even if team members change roles or leave the organization. * User-Level Credentials * When the *Use global company user (company-level credentials)* option is not selected, each team member will use their own individual Arena account when creating or updating quality processes using Arena step types. This means that actions taken using Arena step types will be associated with the specific user's account. * Each individual user will be prompted to login using their Arena credentials the first time they use an Arena step type in FlowEQ. ### Getting the Workspace ID 1. Open Arena at [app.bom.com](https://app.bom.com/) 2. Click your **Profile icon** in the top right, then click **Workspace Settings**. Arena Workspace Settings 3. In the browser address bar, copy the **workplace ID** number at the end of the URL.\\ Arena Address Bar # Arena: Create Quality Process Source: https://support.floweq.com/steps/arena/arena_create_quality How to create a Quality Process in Arena When dealing with hardware products, particularly in regulated fields like Medical Devices, it's mission-critical for all qualifying failure reports to be duly handled and investigated. A part of these efforts is ensuring a seamless process between your CRM and quality control system in Arena. FlowEQ directly connects your CRM with Arena so your team can not only file Quality Processes but also automatically passes through other information from the ticket such as serial numbers, lot numbers, and product photos. It even links Quality Processes back to the original report. All of this gives you peace of mind, stops duplicative paperwork, and makes annual audits a breeze. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Automatically Complete Step When Created If unchecked, after the Quality Process has been created, the number for that Quality Process will be shown in Sidekick with two buttons: "Create Another" and "Complete Step". If you know you'll only have to make one Quality Process from one CRM case/ticket, you can check this box to skip past these buttons and automatically advance to the next step. Leave it unchecked if you may need to create multiple Quality Processes from one CRM case/ticket. ### Hide Attachment Options Attachments such as photos of hardware can be automatically passed through with the Quality Process but it adds more fields for your team to fill out. If you don't use attachments, check this box to skip this step. ### Filter Attachments If you don't want every attachment on the CRM record passed through to Arena, check **Filter Attachments** to narrow down which files are eligible. You can filter by filename (a regular expression, matched case-insensitively anywhere in the file name) and/or by file size in KB (up to 100 MB). Files that don't match are simply hidden from the attachment list in Sidekick — they're never attached automatically. For worked examples — matching a file extension, excluding a keyword, or matching several file types at once — see [Filtering Arena Attachments](/kb/howto/arena_attachment_filtering). #### Quality Process Summary This is where you will configure the information that appears on the *Summary* tab of the Quality Process in Arena. ##### Default Name and (Optional) Custom Name Label This will be the default name that will appear for all Arena Quality Processes. This can be whatever you like, but we suggest using the subject line from the CRM case or ticket. If you have custom labels set up in Arena you can configure here too. Use the button to add variables from your CRM such as a product name field or ticket ID. ##### Default Description and (Optional) Custom Description Label This will be the default value given to the description in your Arena Quality Process. This can be whatever you want, but we suggest using the description from your CRM ticket. (Which usually includes the first message from the customer that initiated the ticket.) ##### (Optional) Type and Custom Type Labels If your Arena instance uses the Type field, the value and label can both be set here. ##### Owner Use this field to set the Owner of the Quality Process when it is created in Arena. There are two built-in options in addition to being able to select specific users. * (Default) **Default Owner (Arena)**: This will set the Quality Process owner to the default owner set in Arena for that Template. * **Current User (FlowEQ)**: This will set the Quality Process owner to the user currently logged into FlowEQ and running the Flow. If you select **Current User (FlowEQ)** and are using a company-level user for the Arena integration, the Quality Process will have the company-level user as the owner. ##### Template Select the template in Arena from the dropdown that you wish to use for Quality Processes. ##### Prefix Select the Prefix you have configured in Arena to be used for indexing your Quality Processes. This field will only appear if you have chosen a Template. #### Quality Process Details This is where you will configure the information that appears on the *Details* tab of the Quality Process record in Arena. ##### Enter Values Click **Add New Row** to select a field in the Quality Process you'd like to write data. To speed up the creation of Quality Processes, we recommend having a one-to-one relationship between these fields in Arena and fields within your CRM. In your FlowEQ Flows, you can write data into these CRM fields as the issue becomes clearer - such as serial number or error code - making it easier to automatically write them into Arena. Use the button to pick variables from your CRM to write into each field. When updating multi-select dropdown fields in Arena, you can separate values using a semicolon (`;`) or a comma (`,`). If your value contains either of those characters, you can enter each value on a new line in Flow Builder. This will tell us not to separate the values by those characters. When your value is only one line and contains either of those, simply add a blank line below it to avoid splitting the value. # Arena Steps Source: https://support.floweq.com/steps/arena/arena_index Overview of the FlowEQ Arena integration and available steps Arena is a cloud-based Product Lifecycle Management (PLM) and Quality Management System (QMS) platform used by hardware and manufacturing teams to manage BOMs, changes, and quality processes. FlowEQ's Arena integration lets your team create and update quality records and change orders directly from a Flow in Sidekick. **[Arena](https://www.arenasolutions.com)** ## What You Can Do * Create quality records * Update existing quality records * Add affected objects to quality records ## Quick Tips * **Enterprise plan required** — Arena steps are only available on FlowEQ's Enterprise or Custom billing plans. Contact [billing@floweq.com](mailto:billing@floweq.com) to enable the integration. * **Enable the Arena REST API** — the Arena REST API must be enabled in your Arena instance before connecting to FlowEQ. See the Configuration guide for details. * **Company-level vs. user-level credentials** — during setup you can choose whether all agents share a single Arena account (recommended: use a Machine User) or whether each agent authenticates individually with their own Arena login. Choose based on your audit trail and security requirements. # Arena: Update Quality Process Source: https://support.floweq.com/steps/arena/arena_update_quality How to use FlowEQ to update Quality Process steps in Arena Beyond using FlowEQ to file new complaints and quality processes from your CRM, you can also use the **Arena: Update Quality Process** to edit and add more details to existing processes. This step will not be able to run if the **Arena: Create Quality Process** step has not previously run on the CRM record or ticket. When a quality process (a complaint for example) is created using the **Arena: Create Quality Process** steptype, FlowEQ will associate that complaint with the CRM record or ticket it was created from. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Hide Attachment options If all you need is field data passed from your CRM into Arena, check this box to hide the prompt for your team to upload files. Leave this box unchecked if you want your team to upload files like PDF documents or photos. ### Filter Attachments If you don't want every attachment on the CRM record passed through to Arena, check **Filter Attachments** to narrow down which files are eligible. You can filter by filename (a regular expression, matched case-insensitively anywhere in the file name) and/or by file size in KB (up to 100 MB). Files that don't match are simply hidden from the attachment list in Sidekick — they're never attached automatically. For worked examples — matching a file extension, excluding a keyword, or matching several file types at once — see [Filtering Arena Attachments](/kb/howto/arena_attachment_filtering). ### Summary Updates Use this table to specify if you want to update the Quality Process summary in Arena, and what to update it with. ### Template Use this field to select the type of quality process in Arena you wish to update. For example, complaint or CAPA. ### Step Updates -- update step assignee / due date / Completion Use this table to specify if you want to update the Assignee, Due Date, or mark the step as Completed for the selected Quality Process step in Arena. #### Order Use this field to set the order in which the Arena fields will be displayed in Sidekick. #### Step to Update Chose the specific step you wish to update within the selected Quality Process Template. #### Update Field Choose either Assignee, Due Date, or Completed. #### Value This column will vary based on the Update Field selected. * If Assignee is selected, a list of users is available. You can choose the name of the Arena user you wish to assign the step to * If Due Date is selected, enter the due date you wish to set for the step * If Completed is selected you can toggle the checkbox to mark the step as completed or in progress (open) * If the box is checked, the step will be marked as Completed in Arena * If the box is unchecked, the step will be marked as Open in Arena * No change the step status will be made in Arena if this field is not added in the step configuration ### Choose Attributes to Update Use this table to specify the Arena Quality Process fields you wish to update, and what to update them with. #### Order Use this field to set the order in which the Arena fields will be displayed in Sidekick. #### Attribute Select the attribute associated with your earlier Template selection you wish to update. #### Attribute Type Specify the type of Attribute field to be updated from the following options: Array, Date, Number, Single Line, and Text. #### Value Type Specify the type of value, template or Field, to be written into the specified Attribute field #### Value Enter the actual values you want to be written into the specified Attribute field. You can hard code the values, or use the button to pull data as a variable from your CRM ticket fields and other FlowEQ-connected systems, or both. When updating multi-select dropdown fields in Arena, you can separate values using a semicolon (`;`) or a comma (`,`). If your value contains either of those characters, you can enter each value on a new line in Flow Builder. This will tell us not to separate the values by those characters. When your value is only one line and contains either of those, simply add a blank line below it to avoid splitting the value. # Configuring Basecamp Source: https://support.floweq.com/steps/basecamp/basecamp_config Steps for setting up the Basecamp integration in FlowEQ This article will walk you through the process of setting up the Basecamp integration with FlowEQ. Once a user has logged into Basecamp, you will have access to the Basecamp Create To-Do step in Flow Builder. If any user has logged into the Basecamp integration, the step will appear in Flow Builder for all users on your FlowEQ account. If you have not logged into Basecamp yet, the step may throw errors when trying to configure the step in Flow Builder. Agents will be prompted to link their Basecamp account the first time they use a Flow with a Basecamp step. 1. Open your FlowEQ profile page by either clicking the hamburger settings icon in the top right corner of the FlowEQ app and selecting **Profile**, or by navigating directly to [https://app.floweq.com/profile](https://app.floweq.com/profile). 2. After a moment, you will see a **Link Basecamp** button. Click this button. 3. You will be forwarded to Basecamp to log in and authorize FlowEQ to access your Basecamp account. Basecamp Authentication 4. Click **Yes, "I'll allow access"**. 5. You will be redirected back to your FlowEQ profile page, and the **Link Basecamp** button will now show as **Basecamp account linked**. # Basecamp: Create To-Do Source: https://support.floweq.com/steps/basecamp/basecamp_create_todo How to use FlowEQ to create To-Dos in Basecamp Creating To-Dos in Basecamp is a simple task with the "*Basecamp: Create To-Do*" steptype. Use this steptype to automatically pull information from your support ticket or record, and populate fields on To-Dos created in Basecamp. Agents will be prompted to link their Basecamp account the first time they run a Basecamp step in a Flow. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Project & List Selection These options cannot be modified in Sidekick. The Project and List you select here will be used for every To-Do created with this steptype. #### Basecamp Project Use this dropdown to select the Basecamp Project where the new To-Do will be created. #### To-Do List After selecting a Project, use this dropdown to select the specific To-Do List within that Project where the new To-Do will be created. ### To-Do Content Sets the *Title* and *Description* of the new To-Do in Basecamp. ### Scheduling Here, you can set the *Start Date* and *Due Date* for the new To-Do in Basecamp. ### Assignment & Notifications After selecting a Project, you can select *Assignees* and *Completion Subscribers* for the To-Do being created. Additionally, you can configure the option to send a notification email to the assignees when the To-Do is created. In all of the text fields above, you can use the button to pull in variables from other systems, as long as you've set up that separate integration in FlowEQ. # Basecamp Steps Source: https://support.floweq.com/steps/basecamp/basecamp_index Overview of the FlowEQ Basecamp integration and available steps Basecamp is a project management and team collaboration platform that organizes work into projects, to-do lists, messages, and schedules. FlowEQ's Basecamp integration lets your team create to-dos in Basecamp directly from a Flow in Sidekick. **[Basecamp](https://basecamp.com)** ## What You Can Do * Create to-dos in any Basecamp project and to-do list ## Quick Tips * **OAuth required** — follow the Configuration guide to connect FlowEQ to Basecamp via OAuth before adding Basecamp steps to your Flows. * **Target specific lists** — when building a Create To-Do step, select both the project and the to-do list so the task lands in the right place. Use the variable picker to populate the to-do title and notes dynamically from the ticket or CRM data in the Flow. # Configuring DCL Source: https://support.floweq.com/steps/dcl/dcl_config Perform the initial setup of DCL and FlowEQ Follow these steps to enable the DCL integration and gain the ability to Create RMAs and look up orders by their order or PO numbers in your Flows from Sidekick. 1. [Click here to open the DCL page](https://app.floweq.com/integrations/dcl) in the Integrations Lab in FlowEQ 2. Enter your DCL account username and password, then click **Save** 3. When the integration status appears as **Connected** , setup is complete and you can now use any DLC steptype in your Flows # DCL: Create RMA Source: https://support.floweq.com/steps/dcl/dcl_create_rma Use FloweQ to create an RMA in DCL For legacy purposes, there are two versions of the **DCL: Create RMA** step. The up to date version has the description **Create an RMA in DCL.** Creating an RMA manually in DCL can be a length process which takes a lot of clicks and copying and pasting between browser tabs. Instead, use the **DCL Create RMA** steptype to take care of all of it automatically. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Select Items to Return Use these fields to determine which items are to be returned back to DCL. #### (Optional) Pre-filter options for users in Sidekick Use this field to decide which filter, if any, you want to use for displaying items to return to your team in Sidekick. * Only Show These Options * Select this option from the dropdown to only show the items you specify in the next field * Hide These Options * Select this option from the dropdown to show all items except those you specify in the next field. #### Item Attributes Table In the table that appears for each item you can set default attributes, like item quantity for example, for that item here in Flow Builder, or have your team set them manually in Sidekick. You can also use the variable button to pull in details from your CRM and other systems automatically, like populating a Serial Number field in DCL with the value in your Serial Number field in Zendesk or Salesforce. ### Select Items to Send Use these fields in exactly the same way as the **Select Items To Return fields** to choose which items to include for or exclude from selection in Sidekick, as well as setting each item's default values, like quantity or serial number. ### Enter Customer Address Use these fields to enter the customer's information when creating the RMA. When using this Create RMA steptype, we strongly recommend adding a preceding Verify Customer Info steptype. This will ensure that all the customer contact details are properly recorded and verified and can be used to fill out these fields automatically. If you do have a preceding Verify Customer Info steptype in your Flow, you can click the **Apply Variables from Verified Customer Info** button to automatically use that steptypes' variables in these fields. Otherwise, use the button to automatically pull in the customer details already in your CRM or other FlowEQ-connected systems, or hard code them here in Flow Builder, or leave them for your team to enter in Sidekick, or a combination of all three. ### RMA Type Use these checkboxes to hide or make editable each RMA type option in Sidekick. #### Hide Selection Field Check this box to prevent your team from seeing all RMA types to select from in Sidekick. This is useful if you can select the correct RMA type here in Flow Builder for your team as it reduces clutting in the limited space in Sidekick. * Hidden? * Use this checkbox to hide **any individual RMA type** from appearing in Sidekick. * Default * Check **one box** to set the default RMA type when this step appears in Sidekick. * If the Hide Selection Field box is unchecked, your team will be able to change this value in Sidekick. ### Disposition Use these checkboxes in an identical manner as the RMA Type checkboxes to hide or make editable the different disposition options in Sidekick. ### RMA fields #### Location, Account Number, and Number Use these fields to set the location, account number, and number values for the newly created RMA. You can hard code the values manually, use the variable button to fill them manually, or leave them blank for your team to enter in Sidekick, or a combination of all three. For each, you can check the **Hide Field in Sidekick?** checkbox to prevent each particular field from appearing in Sidekick when your team reaches this step in the Flow. ### Shipping fields #### Account Number, Carrier, Service, Location, Weight, and Instructions Use these fields to set details pertaining to the shipment of the newly created RMA. Similar to RMA fields, you can hard code the values here or use the variables button to fill in the values from other FlowEQ-connected systems automatically, or leave them for your team to update manually in Sidekick. Also similar to RMA fields, you can check the **Hide Field in Sidekick?** box to prevent each field from appearing in Sidekick when your team reaches this step in the Flow. ### Generate Return Service Label? Check this box to automatically include a return shipping label in the newly created RMA. You will need to have configured your DCL instance to use this feature. ### Return fields #### Return Weight (lbs), Shipping Instructions, and Comments Use these fields to set the weight, instructions, and comments for the return shipping label that can be generated with the new RMA if the **Generate Return Service Label?** box is checked. Again, you can hard code the values, use the variables button to fill in the values automatically, or leave them for your team to set manually in Sidekick. You can also check the Hide Field in Sidekick? checkbox to prevent each individual field from being visible in Sidekick too. # DCL Steps Source: https://support.floweq.com/steps/dcl/dcl_index Overview of the FlowEQ DCL integration and available steps DCL Logistics is a third-party logistics (3PL) provider offering fulfillment, warehousing, and returns management services. FlowEQ's DCL integration lets your team look up orders and initiate returns directly from a Flow in Sidekick. **[DCL Logistics](https://www.dcllogistics.com)** ## What You Can Do * Create Return Merchandise Authorizations (RMAs) * Search for orders by order number * Search for orders by PO number ## Quick Tips * **Username and password required** — follow the Configuration guide to connect FlowEQ to DCL with your DCL account credentials before adding DCL steps to your Flows. * **Search first, then act** — use the Search by Order Number or Search by PO Number step at the start of your Flow to pull order details into the session before creating an RMA. This lets you pre-populate RMA fields and confirm you have the right order. # DCL: Search Orders by Order Number Source: https://support.floweq.com/steps/dcl/dcl_search_by_order Use FloweQ to find an order in DCL by the order number Rather than send your team over to a new browser tab to find details on a particular order, only to have them copy and paste those details back into your support ticket, you can automate that whole process instead. Use the **DCL Search Orders by Order Number** steptype to immediately bring up the details of a particular order without ever leaving the support ticket or case. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Order Number Use this field to enter the order number you wish to view. You can fill in this value for your team automatically using the variable button to pull in the order number from your CRM ticket field (or any other system connected to FlowEQ) or leave it blank for your team to enter manually in Sidekick. You can also check the **Hide Field in Sidekick?** box to prevent your team from seeing or editing the search term before the search runs, if you wish. # DCL: Search Orders by PO Number Source: https://support.floweq.com/steps/dcl/dcl_search_by_po Use FloweQ to find an order in DCL by the PO number Rather than send your team over to a new browser tab to find details on a particular order, only to have them copy and paste those details back into your support ticket, you can automate that whole process instead. Use the **DCL Search Orders by PO Number** steptype to immediately bring up the details of a particular order without ever leaving the support ticket or case. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### PO Number Use this field to enter the PO number for the order you wish to view. You can fill in this value for your team automatically using the variable button to pull in the order number from your CRM ticket field (or any other system connected to FlowEQ) or leave it blank for your team to enter manually in Sidekick. You can also check the **Hide Field in Sidekick?** box to prevent your team from seeing or editing the search term before the search runs, if you wish. # Boomerang New Flow: Dynamic Source: https://support.floweq.com/steps/floweq/floweq_boomerang_dynamic Using the Dynamic Boomerang step type A Dynamic Boomerang can send your team to different Flows based on criteria that you define. This is handy if you have a field in your CRM which you can use to automate the decision on which Flow to boomerang into. Dynamic Boomerang For each Flow to choose from, you'll need to add a new criteria line for each. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Order Use this field to decide the order of the Flows to boomerang into. ### Match Template Use this field to pull in the field that contains the information you want to run a condition against. Use the button to select a field in any of your systems connected to FlowEQ. ### Criteria Select **Equals** or **Contains** from the dropdown. Equals require an exact match, case included. **Contains** does not require an exact match and is not case sensitive. ### Value Enter the value that should equal or be contained within the Match Template. You can hard code a value here, or again use the button to pull in a detail from your FlowEQ-connected systems. ### Launched Flow When your Match Template equals or contains your Value, use this dropdown to select which Flow your team should be boomeranged into. ## Example * Let's say your team has two different products: Hoverboard and E-Bike. * You already have two Flows that create return shipping labels for these two products: * *Create Hoverboard Shipping Label* * *Create E-Bike Shipping Label* * Your CRM has a ticket field called *Product Name* * You want to automatically send your team to the right Flow to create the right shipping label based on which product is shown in the *Product Name* field. In this case, you would configure two different Criteria Rows for each of the different products: **1st Criteria Row** * Match Template = Select the *Product Name* field * Criteria = Equals * Value = Hoverboard * Launched Flow = *Create Hoverboard Shipping Label* **2nd Criteria Row** * Match Template = Select the *Product Name* field * Criteria = Equals * Value = E-Bike * Launched Flow = *Create E-Bike Shipping Label* When configured like this, if the Product Name field contains "Hoverboard", the Flow will automatically boomerang your team into the Create Hoverboard Shipping Label Flow. If it says "E-Bike", it will boomerang into the Create E-Bike Shipping Label Flow instead. # Boomerang Intro Source: https://support.floweq.com/steps/floweq/floweq_boomerang_intro Learn a bit about Boomerangs and how to use them The Boomerang Steptype allows you to launch another Flow, and when you've finished, it brings you right back to where you left off in your previous Flow. Why would you want to do this? It's a great way to keep your Flows sprawling out and instead use them as modules that you can connect together. ## Flow Fields All boomerangs have the same Title field and Automatically launch new Flow fields. ### Title We recommend using this field to tell your team that you're launching a new Flow. If you check the *Automatically launch new Flow* box, we recommend a title to explain what's happening since your team will only be able to see this title for a few seconds before the next Flow starts. ### Automatically launch new Flow To expedite the Flow and reduce the number of clicks your team needs to make, you can select this checkbox to automatically redirect your team to the new Flow when they reach this step, instead of requiring them to click a button in Sidekick to launch the new Flow. ## Example Let's say you want to build a troubleshooting Flow for your connected device. The issue might be hardware-related or software-related. Rather than have each of those troubleshooting trees in the same huge parent Flow, you can use boomerangs to launch just your hardware or software troubleshooting child Flows. When you're done, the Boomerang will bring you back to where you started to complete the rest of your parent Flow. Boomerangs cannot be used in a chain. If you use just one boomerang, it's fine. But if you use two or more, it won't return you all the way back to the beginning of the chain. # Boomerang New Flow: Selected Source: https://support.floweq.com/steps/floweq/floweq_boomerang_selected Using the Selected Boomerang step type This boomerang is similar to the **Single** boomerang, except it gives your team a manual choice of which Flow to boomerang into. If you want to select the right Flow for your team to boomerang into automatically, jump ahead to [Dynamic](steps/floweq/floweq_boomerang_dynamic). Selected Boomerang ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### (Optional) Rich Text to display prior to selection Rather than just giving your team a list of Flows to choose from, you can use this field to first preface that choice with a question or prompt for your team to answer. You can then write labels for each of the Flow options so that your team can select the right one for the job. ### Enter Values * Order * Use this field to set the order of Flow options as they will appear in Sidekick. * Flow to Launch * Select the Flow that will be boomeranged into. * Label (Optional: Default is title) * Enter a custom label to represent the boomerang Flow, or an answer to the question or prompt you gave in the rich text field. If nothing is entered, the full name of the Flow will be presented in Sidekick. When your team reaches this step in Sidekick, they will see your prompt up top, and then a different button for each of the Flow options you have configured. When your team clicks on one of these options, they will be taken into that Flow. And when that Flow is complete, they will be returned back to the original Flow. # Boomerang New Flow: Single Source: https://support.floweq.com/steps/floweq/floweq_boomerang_single Using the Single Boomerang step type This boomerang is the simplest type, as it only sends your team to one other Flow. Single Boomerang ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Run this Flow until criteria is met This option allows you to re-run the Boomerang Flow until one or more conditions have been When enabled, you will be able to define one or more conditions that must be met before the Boomerang Flow will stop re-running. If the conditions are not met, the Boomerang Flow will re-run until they are met. ### Select a new Flow to launch Use this field to select the new Flow you want to launch. You can only select one and your team will not be given the chance to choose another. ### (Optional) Select step to boomerang into If you want your team to skip certain steps and start at a particular step in your Flow, you can use the window provided to select that step. The selected step will turn yellow. Once your team reaches the Boomerang step in your Flow, they will be taken directly to the yellow step you selected. Please note that this feature is optional and your team can still start at the beginning of the Flow by default. This option is not available in **Selected** or **Dynamic** Boomerangs. However, you can combine a **Decision** steptype before multiple **Boomerang: Single** steptypes to achieve the same effect. Additionally, this section is disabled with "Run this Flow until criteria is met" is enabled. # Decision: Select a Branch Source: https://support.floweq.com/steps/floweq/floweq_decision How to use a decision *Decision Trees* are used in Flows because they allow your team to make decisions based on their experience and expertise. They create branches within your Flow. You can also enable Criteria Logic to make those choices happen automatically using available data. ## Step Configuration In addition to the general step configuration options, this step has the following specific options that can be configured. ### Rich Text This field gives your team more context around the decision to be made. Since it is Rich Text you can add formatting, code blocks, images, or hyperlinks to other resources. You can also use the button on the far right of the Rich Text box to render variables in realtime. This can include the Zendesk ticket number, the customer's name, or any standard or custom field in your CRM. ### Decisions You can add *up to* 12 Decisions, and their order can be set by using the green up/down arrows. Each Decision will be rendered as a button in Sidekick for the Flow-follower to click on manually. ### Criteria Logic The Decision can also be made automatically by using Criteria Logic. You can configure this by clicking on the lightbulb icon to the right of each decision. Criteria Logic can look at data from your CRM and based on the criteria you set, automatically select a Decision.