Queue/Interactions

Searchable Select in Email templates menu (Interactions in Edify App)

It’s easier to find the email template you need when handling an email interaction because there’s now a Search Templates field in the email templates menu. When you’re ready to use an email template, navigate to the email template menu and start typing the name of the email template.

Secure Subroutines available through Dynamic Scripts (Interactions in Edify App)

Dynamic scripts have been enhanced to handle another workflow type - secure subroutines. Refer to the New to Console > Workflows section to learn more about secure subroutine workflows.

Workflows

Secure subroutines now available in Workflows

You can now create subroutines that are more specialized for the type of data that they process with the new release of secure subroutines, a new feature in Workflows. 

A secure subroutine workflow is a subroutine workflow that specializes in processing data in an environment with extra layers of security to align with the type of data these types of workflows handle. 

All Edify workflows are secure; but when marking a subroutine as “Secure”, you’re defining that this particular subroutine requires an additional layer of security - or additional data limitation - so these types of subroutines remove certain features available in other typical workflows. 

All logic performed within the secure subroutine takes place in an environment with additional security layers, like limiting how data is transferred between workflows, etc. That means that all data collected or produced in the subroutine remains in the subroutine. 

In other words, it doesn’t automatically transfer back to the parent workflow, which is common for all other workflow types to take advantage of using that data to make workflow decisions. 

• Phone calls only: Secure subroutines only work for phone calls.
  
  

• Phone calls must be active: Secure subroutines only work when there is an active phone call. If a call is disconnected while the subroutine is running, the subroutine will automatically fail and route down the Error path.
  
  

• No audio inputs collected: Secure subroutines only gather DTMF inputs - no audio inputs are gathered. So, secure subroutines can’t make use of any audio inputs from Say + Intent or Say + Gather modules. Instead, DTMF responses can be utilized to gather customer input.
  
  

• Some modules not included: Secure subroutines have fewer workflow modules available.
  
  

• Available for all workflow categories: You can make a secure subroutine for any workflow category.
  
  

• Once secure’, always ‘secure’: Once you create a subroutine to be a secure subroutine, you can’t change it. The subroutine is always set to ‘secure’. This also means that you can’t convert a subroutine to be a secure subroutine. Subroutines need to be created as a secure subroutine from the beginning.

Read more about secure subroutines, how to check if a subroutine is a secure subroutine, and how to create them by referencing the Overview: Subroutines article.