==============================================================================================
Workflows support customer self-service and help classify interactions in your contact center. By automating routine tasks, workflows allow customers to resolve some issues independently, reducing the need for agent involvement. Workflows also help determine customer needs, making sure questions are directed to the right resources quickly.
\\\Your browser does not support the iframe element.\
Key features of Workflow Studio include:
* **Enhanced workflow triggers**: New triggers allow workflows to initiate when an agent connects or disconnects from a call, or when a disposition is submitted, facilitating more responsive call management.
* **Omnichannel integration**: Workflow Studio supports scripting for omnichannel workflow triggers, supporting integrations for both voice and digital interactions.
* **User-friendly design**: The platform's drag-and-drop interface allows users to build workflows efficiently, making it accessible to those without coding expertise. .
[Learn about creating workflows in Workflow Studio](https://support.ringcentral.com/article-v2/Intro-to-IVR-Studio-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
RingCX
IVRs and workflows
-------------------------------------------------------------------------------------------
In an IVR (Interactive Voice Response) system, the workflow manages the initial phase of an incoming call, guiding the customer through automated prompts to collect information or direct the call to the appropriate department. Once the call is transferred to an agent, the IVR's role typically ends.
RingCX
workflow extends its capabilities beyond the IVR, allowing businesses to define actions at various points throughout the interaction, including after the call has left the IVR and is connected to an agent.
For example, workflows can be built using the following [triggers](https://support.ringcentral.com/article-v2/Intro-to-workflow-triggers-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""):
* **Agent Connected** : When the call is transferred from the IVR to an agent, the
RingCX
workflow can automatically create a CRM ticket, capturing details from the start of the interaction.
* **Agent Submits Disposition**: After the call is complete and the agent submits a disposition, the workflow can update the CRM ticket with the conversation results, recording all relevant information for future reference or follow-up.
* **Agent Disconnected**: Once the conversation is complete and the agent disconnects, the workflow can automatically follow up with a survey to gather feedback on the customer's experience.
This approach allows businesses to provide consistency and improve customer interactions by automating key processes and integrating with existing systems throughout the customer journey.
Understanding nodes, triggers, and actions in workflows
-------------------------------------------------------
Nodes are the building blocks of workflows in
RingCX
. These nodes are the key components that define how a workflow operates, allowing businesses to create customized interaction flows for their specific need.
A workflow consists of two primary types of nodes: **[triggers](https://support.ringcentral.com/article-v2/Intro-to-workflow-triggers-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")** and **actions**. Triggers are activated by specific events like when an agent connects or disconnects from a call. These triggers are followed by actions such as playing a recording or routing a call to a specific destination. When nodes are connected in a workflow, they form a chain of potential actions.
Workflow Studio provides tools that allow you to import and export workflows, and leave comments on the workflow canvas using annotations.
### Examples of triggers
Triggers are the starting points in a workflow, and are activated by specific events like when an agent connects or disconnects from a call. Examples include:
* **Start**: Triggers when new incoming interaction such as inbound call or new chat session arrived.
* **On Agent Connected**: Triggers an action when the agent is connected.
* **On Agent Disconnected**: Triggers an action when the agent is disconnected.
* **On Disposition**: Triggers an action when the agent submits a disposition.
### Examples of actions
Actions are the tasks performed in response to a trigger, such as playing a recording or receiving input. Examples include:
* **[Get Customer Input](https://support.ringcentral.com/article-v2/Using-the-Get-Input-node-in-the-RingCX-IVR-Studio.html?brand=RingCentral&product=RingCX&language=en_US "")**: Collects input from the customer, such as selecting a menu option.
* **[Play Audio](https://support.ringcentral.com/article-v2/Using-the-Play-Audio-node-in-the-RingCX-IVR-Studio.html?brand=RingCentral&product=RingCX&language=en_US "")**: Plays a pre-recorded message or prompt to the customer.
* **[Send HTTP Request](https://support.ringcentral.com/article-v2/Using-the-WWW-node-in-the-RingCX-IVR-Studio.html?brand=RingCentral&product=RingCX&language=en_US "")**: Communicates with an external system to retrieve or send data.
* **[Execute JavaScript](https://support.ringcentral.com/article-v2/Using-the-Scripting-node-in-the-RingCX-IVR-Studio.html?brand=RingCentral&product=RingCX&language=en_US "")**: Runs a script to perform a specific operation within the workflow.
**Additional resources**
[Building worksflows in RingCX](https://support.ringcentral.com/article-v2/Intro-to-IVR-Studio-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
[Adding a workflow in RingCX](https://support.ringcentral.com/article-v2/Creating-an-IVR-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")
[What nodes can do in RingCX Workflow Studio](https://support.ringcentral.com/article-v2/What-nodes-can-do-in-RingCX-IVR-Studio-.html?brand=RingCentral&product=RingCX&language=en_US "")