Prerequisites 

Use the Set Post-Flow action to transfer an interaction to an inbound call flow rather than disconnect the call to transfer to a post-call survey or external parties or trigger data actions. With this action, assign the post-flow action to the interaction so that the post-flow action stays on the interaction until you remove it with the Clear Post-Flow action or use the Transfer to Secure Flow action. For example, because the customer did not consent to the voice survey:

 

The action is available in inbound and in-queue call flows and common module flows. To access the action, drag a Set Post-Flow action into the editor from the Flow category of the Architect toolbox and configure the action according to your design.

The following video demonstrates how the Set Post-Flow action works:

Set Post-Flow action configuration

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target

Select the target of the post-flow action from the drop-down:

  • To trigger the post-flow action and transfer the agent when the caller disconnects, select Agent (‘callee’).
  • To trigger the post-flow action and transfer the caller when the agent disconnects, select Caller (‘caller’).
  • To trigger the post-flow action for any disconnect, select Any (‘any’).

Note: If the caller abandons the call before it reaches an agent, no transfer target exists for the post-flow action, and Genesys Cloud cannot trigger the action.
Action Type

The post-flow action to invoke. The current default is inboundCallFlow.
Inbound Call Flow

In the Inbound Call Flow box, perform any of the following actions:

  • To invoke an existing inbound call flow, click Select an Inbound Call Flow and choose the call flow to use.
  • If you select an existing inbound call flow, then to open the flow click .
  • To create a new inbound call flow, click .
Invocation Data

An optional literal value of the JSON data type that you can pass to the inbound call flow you invoke, which is available in the invoked flow via the Call.InvocationData variable. This value can also be an expression and defaults to no value.