- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- On the Workflow tab, click Life cycle.
- Click the stage to which you want to add a conversational channel:
- To add a conversational channel to the Create stage, click .
- To add a conversational channel to any other stage, click .
Result: A parallel process for the IVA channel is added to the stage.
- Optional: To define the conditions that control when the conversation begins, update the
- On the Workflow tab, click the parallel process for the IVA channel.
- Select Custom condition, and then define the condition that determines when the conversation in the IVA starts.
- Click Save.