Experience Designer Overview

Learn about the Experience Designer that is available for PopFlow BUI.

Last published on: May 4th, 2022

Getting to know your studio

To launch the Popflow Experience Designer you must have access to the OpenMethods Experience Cloud. To get access please contact an administrator so they can send you an invite.

After successfully logging into the environment please log into your deployment. Typically the URL is as follows:

Lets assume your deployment name is Acme , then your url will be:



If you don't know your deployment name you can also use: https://apps.openmethodscloud.com

Select Your CRM Instance

When launching Experience Designer, you will be shown the CRM instances available to you.

Don't see your CRM instance?

If you dont see your CRM instance you can add it using the Configuration Server within OpenMethods Experience Cloud. If you do not have access to the Configuration server, please contact OpenMethods Support.

If it is your first time accessing the instance, you will be prompted to provide the credentials for the CRM instance.

After successfully entering your credentials, you will have access to make PopFlow changes.

Navigating Selected Instance

Once you have accessed your instance, you will be presented a screen where you can navigate and create Interaction Workflows.


On the left hand side you will see navigation panel for Events. Events are the triggers used for executing a published Workflow.

Out of the box Event Types

Event Type Event Name When it is triggered
Telephony On Ring After the call starts ringing.
On Answer After the call is answered.
On Hold After each time the call is placed on hold.
On End After the call is ended. If disposition is enabled, it will trigger after the disposition is completed instead.
Chat On Ring After a pending chat has been received.
On Accept After a chat has been accepted.
On Reject After a chat has been rejected.
On Chat End After a chat has been concluded. If disposition is enabled, it will trigger after the disposition is completed instead.
Email Email Ring After a pending email has been received.
Email Accept After an email has been accepted.
Email Reject After an email has been accepted.
Email Close After an email has been completed. If disposition is enabled, it will trigger after the disposition is completed instead.

Adding Custom Events

Custom events are used to trigger an Interaction Workflow outside of the scope of the "Out of the box" events. Custom events can be triggered via OM Connect or OSvC BUI extensions.

To add a Custom Event, click on the "plus" icon next to the "Event" title.

A modal will then pop up asking for a "Name" and "Description" for the Custom Event. The name will be used when triggering the Custom event. The Description is a note to yourself to remind you or other users the purpose of the Custom Event.

After you have saved it, you will see it in the Custom section of the events.


Creating a new Workflow

After you select an Event, the middle column will contain a list of Workflows associated with that Event.

  1. Search - Used for searching and filtering Workflows.
  2. New - Used for creating a new Workflow.
  3. Import - Used for importing a Workflow from a .pfwf file.
  4. Sorting - Used for sorting the Workflows list.

Click on the "plus" icon to create a new Workflow.Screen Shot 2020-04-02 at 12.16.03 PM

After saving the new Workflow, it will show up on your list.

If you click on it you will see the Workflow details.

  1. Title - The name of the Workflow. It can be modified at any time.
  2. Description - The description of the Workflow. It can be modified at any time.
  3. Profile - The profiles/roles to which this Workflow is assigned.
  4. Number of Executions - This is a count of how many times this Workflow has been executed. Only the published version will count towards an execution.
  5. Status - The Workflow's published status.
  6. Created - The date and time the Workflow was created.
  7. Created By - The user that created the Workflow.
  8. Updated - The date and time the Workflow was updated.
  9. Updated By - The user that last updated the Workflow.

There are actionable buttons on the top right of the details that allow you to Design, Duplicate, and Export a Workflow.

  1. Design - Takes you to the Workflow Design Canvas to create the logic and rules for your Workflow.
  2. Duplicate - Creates a copy of the Workflow and allows you to save it under an Event.
  3. Export - Allows you to download a .pfwf file of your Workflow that can be saved and shared. This file can be imported using the Import icon in the Workflow List column after selecting an Event.


The Workflow Design Canvas allows the user to design the execution plan of the Workflow.


In the top right corner of the Design Canvas you will see the following actionable buttons.

  1. Linked Account - The linked CRM account that is being used during testing.
  2. Testing Tool - Used to test the Workflow using specific Key/Value pairs to emulate a triggering event.
  3. Redacted - No Longer Used
  4. Publish History - Used to switch between published versions of the Workflow.
  5. About PopFlow - Displays version information related to the Experience Designer.