A digital flow is a set of visual instructions that guide users through pre-defined steps.
Digital flows can help automate troubleshooting and gathering basic information that help support agents. Digital flows can evolve how customer service works. Instead of hunting for answers and waiting for support calls, customers can use guided troubleshooting processes and document issues with immediate access to support agents.
A digital flow has a static, dedicated URL that can be accessed via a web portal, email, SMS/text message, QR code, or CRMs/FSM work order.
Console and app digital flows
SightCall Digital Flows Studio can create digital flows for use in the desktop console or for a SightCall or Visual Support app.
Console digital flows are available for agents using a laptop or desktop system and accessing SightCall through the console (console.sightcall.com). These digital flows can access call and video features used by desktop agents.
App digital flows are available for agents and guests a mobile device. These digital flows are ideal for gathering information from customers or agents. App digital flows cannot access call and video features.
For more information about the user interface, refer to SightCall Digital Flows Studio UI reference.