Debugging a flow

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Contact center admins can debug a flow in order to test the flow and troubleshooting errors, like customers not connecting. While a flow is in a debug status, you can start a test engagement so the debug tool can generate a log of events. For example, if you're debugging a voice flow, place a call to the voice flow's entry point (phone number). The debug log will show events like when the call was started, how the call was routed, and any inputs entered by the caller.

This article covers:

Prerequisites for debugging a flow 

  • Account owner or admin privileges
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • One of more flows created

How to debug a flow

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Locate a flow you want to edit, then click the flow's display name to open the flow editor.
    Note: The flow can be in Draft or Published status.
  4. In the top-right corner, click the ellipses icon , then click Debug.
    The flow will be placed in a Debug status. You can view your flows' statuses by viewing your flows. You can view the status of a specific flow in the top-left corner of the flow editor.
  5. Make a test engagement to the flow. For example, for voice flows, place a test call to the flow and test different features (if applicable) like inputting digits.
  6. Go back to the flow editor for the flow you're debugging.
  7. Click the debug icon to view the debug log.
  8. (Optional) In the top-right corner of the debug log, use these options:
    • Click the ellipses icon then Export to export the log as a text file.
    • Click the close icon to close the debug mode panel. The flow will still be in debug mode.
  9. In the top-right corner of the flow editor, click the ellipses icon then Exit Debug to exit debug mode.
    Note: The debug will be cleared when you exit debug mode.

Information in the debug log

The debug log contains the following columns:

  • Debug Level: Displays a label identifying the type of debug log entry.
    • Debug: Detailed information about events that you can use to debug the flow. For example, if you have a greeting in the flow, you will see a Debug log entry indicating the exact text of the greeting if using the text-to-speech engine.
    • Info: General information about events in the flow and the widget type. For example, if you have a greeting in the flow, you will see an Info log entry indicating that the caller was routed to the greeting, and the widget type (Send Media widget).
    • Warn: Potential error event.
    • Error: Error event. but the flow might still run successfully.
    • Fatal: Severe error event that will cause the flow to stop.
  • Widget: The display name of the associated widget of the event. You can customize a widget's display name using the flow editor.
  • Time: The timestamp of the event.
  • Message: The details of the event. The information displayed depends on the event and associated widget.

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