Step Types

[RRW Notes: Not sure we need this separate. Maybe part of the steps overview]


Particular step types

API steps (Data sources)

Instead of using a generic API step, aim to create custom API steps for each of the API call types used in your flow. They will be used as Data sources by non-technical users who will be able to make changes to basic call elements if needed. For example, a custom API step that looks up the user’s insurance policy number in the database can only surface the following fields to the user: Authorization, Policy number, Result variable name. The rest of the functionality can be hidden into the ‘Logic’ panel.


How to create a Data source in Flowbuilder:


  • Use Postman to get the call working
  • In the Flowbuilder, create a blank step
  • Go to Logic – SDK – Request – select your appropriate type of request and replace the values in the code
  • Go to Design tab and add the appropriate text boxes for the end user to input the information or see the output. It is recommended to add the Authorization into field to every step even if all of the API steps in the flow use the same Authorization (this will make it easier to update steps in case the Auth changes).

Supported channels of communication

There are steps available in the Bot Library to make and receive phone calls, send and receive SMS and Rich Web chat messages. These channels are integrated into the steps and provided as OneReach services. Other channels of communication can also be added by developing the custom steps (which can be done by OneReach or any user of the platform).

Third party integrations

The OneReach Communication Studio allows for creating conversational experiences that are all made available via API. It is important to note that since our platform allows for visually creating an API which are customer specific, we consider our API to be an artifact of our product and not defined by it. In essence the solution APIs are self documenting and not a standard offering we provide to clients. Since each API is unique based on customer configuration we do not provide standard API documentation.