Programmable workflows for cloud-based communication platforms

Abstract

A method of implementing a customer-defined workflow to resolve an issue of an end customer is disclosed. Access to an API for creating one or more revisions of a workflow is provided. Each of the one or more revisions defines a flow through an environment for a customer. One or more revisions of the workflow are created based on a calling of the API for the creating of the one or more revisions of the workflow. Access to an API for managing executions of the one or more revisions of the workflow is provided. The API for managing the executions including functions for triggering a new execution of the one or more revisions of the workflow and getting a list of executions associated with the one or more revisions of the workflow. The new execution of the one or more revisions is executed or the list of executions is provided based on a calling of the function for triggering the new execution or a calling of the function for getting the list of executions.

What is claimed is: 
     
         1 . A system comprising:
 one or more computer processors;   one or more computer memories;   a set of instructions incorporated into the one or more computer memories, the set of instructions configuring the one or more computer processors to perform operations, the operations comprising:   providing access to an API for creating one or more revisions of a workflow, each of the one or more revisions defining a flow through a contact center for a customer;   creating the one or more revisions of the workflow based on a calling of the API for the creating of the one or more revisions of the workflow;   providing access to an API for managing executions of the one or more revisions of the workflow, the API for managing the executions including functions for triggering a new execution of the one or more revisions of the workflow and getting a list of executions associated with the one or more revisions of the workflow; and   executing the new execution of the one or more revisions or providing the list of executions based on a calling of the function for triggering the new execution or a calling of the function for getting the list of executions.   
     
     
         2 . The system of  claim 1 , wherein the workflow includes one or more blocks, each of the or more blocks being a compound block or a core block. 
     
     
         3 . The system of  claim 2 , wherein the compound block includes one or more additional blocks. 
     
     
         4 . The system of  claim 2 , wherein the core block includes an individual instruction. 
     
     
         5 . The system of  claim 1 , wherein the workflow is associated with one or more triggers. 
     
     
         6 . The system of  claim 5 , wherein a detection of an occurrence of the trigger initiates the workflow. 
     
     
         7 . The system of  claim 1 , wherein the workflow is associated with one or more global contexts, the one or more global contexts applying to the workflow and one or more additional workflows. 
     
     
         8 . A method comprising:
 providing access to an API for creating one or more revisions of a workflow, each of the one or more revisions defining a flow through an environment for a customer;   creating the one or more revisions of the workflow based on a calling of the API for the creating of the one or more revisions of the workflow;   providing access to an API for managing executions of the one or more revisions of the workflow, the API for managing the executions including functions for triggering a new execution of the one or more revisions of the workflow and getting a list of executions associated with the one or more revisions of the workflow; and   executing the new execution of the one or more revisions or providing the list of executions based on a calling of the function for triggering the new execution or a calling of the function for getting the list of executions.   
     
     
         9 . The method of  claim 8 , wherein the workflow includes one or more blocks, each of the or more blocks being a compound block or a core block. 
     
     
         10 . The method of  claim 9 , wherein the compound block includes one or more additional blocks. 
     
     
         11 . The method of  claim 9 , wherein the core block includes an individual instruction. 
     
     
         12 . The method of  claim 7 , wherein the workflow is associated with one or more triggers. 
     
     
         13 . The method of  claim 12 , wherein a detection of an occurrence of the trigger initiates the workflow. 
     
     
         14 . The method of  claim 8 , wherein the workflow is associated with one or more global contexts, the one or more global contexts applying to the workflow and one or more additional workflows. 
     
     
         15 . A non-transitory computer-readable storage medium storing a set of instructions that, when executed by one or more computer processors, causes the one or more computer processors to perform operations, the operations comprising:
 providing access to an API for creating one or more revisions of a workflow, each of the one or more revisions defining a flow through an environment for a customer;   creating the one or more revisions of the workflow based on a calling of the API for the creating of the one or more revisions of the workflow;   providing access to an API for managing executions of the one or more revisions of the workflow, the API for managing the executions including functions for triggering a new execution of the one or more revisions of the workflow and getting a list of executions associated with the one or more revisions of the workflow; and   executing the new execution of the one or more revisions or providing the list of executions based on a calling of the function for triggering the new execution or a calling of the function for getting the list of executions.   
     
     
         16 . The non-transitory computer-readable storage medium of  claim 15 , wherein the workflow includes one or more blocks, each of the or more blocks being a compound block or a core block. 
     
     
         17 . The non-transitory computer-readable storage medium of  claim 16 , wherein the compound block includes one or more additional blocks. 
     
     
         18 . The non-transitory computer-readable storage medium of  claim 16 , wherein the core block includes an individual instruction. 
     
     
         19 . The non-transitory computer-readable storage medium of  claim 16 , wherein the workflow is associated with one or more triggers. 
     
     
         20 . The non-transitory computer-readable storage medium of  claim 19 , wherein a detection of an occurrence of the trigger initiates the workflow.