About Architect
Architect allows administrators and contact center managers to link together predefined operations to create simple or sophisticated menu applications. Use it to play audio, route interactions to agents, queues, voicemail, external numbers, or other flows. Incorporate advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing.
Architect features and concepts
Learn about Architect’s key features and concepts. Get started with the Architect tutorial and download flow example to help with your organization’s flow design.
Inbound call flows
Create and configure inbound flows for the organization.
Outbound call flows
Create and configure outbound flows for the organization.
In-queue call, email, and message flows
Learn about in-queue call, email, and message flows. Choose hold music and work with the default in-queue call flow. Edit the in-queue call, email, and message flow; configure settings; and republish this flow for your organization.
Secure call flows
Use a secure call flow to temporarily prevent system recording or agent access to a caller’s entry of sensitive information, such as payment processing.
Voicemail flow
Learn how you can configure and use the default voicemail flow in your organization.
- Voicemail flows overview
- Work with the default voicemail flow
- Set up default action settings
- Set event handling behavior
- Configure default menu settings
- Choose supported languages
- Default speech recognition settings
- Manage data resources in the flow
- View dependencies in the flow
- Task and state editor actions
- Voicemail collection in the Architect default voicemail flow
- Configure a voicemail flow to allow a caller to opt out of voicemail
- Customize the voicemail not available behavior
Inbound chat flows
Create and configure inbound chat flows for the organization.
Inbound email flows
Create and configure inbound email flows for the organization.
Inbound message flows
ACD messages allow agents to respond to interactions from messaging platforms. Learn how to set up ACD messages and route messages using Architect and Genesys Cloud.
Genesys Dialog Engine Bot Flows
Build bots within Architect and then integrate them into Architect call, chat, and message flows.
Genesys Digital Bot Flows
Build bots within Architect and then integrate them into Architect call, chat, and message flows.
(Web) Survey invite flows
Use web surveys to ask contacts about their last interaction with your contact center. After you create the web survey, use Architect to create a flow for surveys.
Voice survey flows
Use voice survey flows to ask contacts about their experience with your contact center in a voice survey.
- About surveys
- Work with voice survey flows
- Ask Survey Question action
- Voice survey flow settings
- Set up user input for a voice survey flow
- Create a voice survey flow
- Recording settings in voice survey flows
- Set Post-Flow action to transfer a caller to a voice survey
- Task and state editor actions
- Architect built-in variables
Workflows
Use workflows to streamline your business processes by building integrations in Predictive Engagement. Design and create workflows with tasks for users to complete.
Workitem flows
Use workitem flows to manage your work automation tasks.
Common module flows
Use common module flows to build logic and then reuse it in multiple flows and flow types.
- Work with common module flows
- Create a common module flow
- Set up default action settings
- Add or remove flow types in a common module flow
- Choose supported languages in a flow
- Manage data resources in the flow
- Manage prompt resources in a flow
- View dependencies in the flow
- Reuse common processes in multiple flows
- Call Common Module action
Configure default flow settings
Under Settings, set the default flow behavior. Here, you can define and manage flow architecture, activate and maintain flows, and monitor and perform other flow and prompt tasks as needed.
Work with TTS engines in Architect
Learn about TTS and language selection, select a TTS engine and voice for a flow, and search for flows that use a specific TTS engine.
Flow outcomes and milestones
Use flow outcomes and flow milestones to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction.
Flow resources
Learn about flow resources, audio settings, actions in the flow, expressions, and using the task and state editor.
Manage flows
Learn how to manage and maintain a flow, including importing and exporting, publishing, validating, and saving the flow.
Prompts
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
Dependencies
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
Architect flow design and creation best practices
Review best practice recommendations directly from Architect developers to help you design and create your Architect flows.
Architect tips, solutions, and resources
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
- Architect flow size
- Callback phone number creation tips
- Convert a string value to a typed value
- DateTime values in Architect flows and Daylight Savings Time (DST) calculations
- Test a flow
- Decimal values in Architect
- Deprecated variable use in Architect
- Failure paths in Architect
- Implicit casting in expressions
- Nested calls expression error
- Operator precedence in expressions
- Phone number data type
- Add a phone number type
- Use string literals in expressions
- Use NOT_SET in expressions
- Validate expressions at design time
