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.

• Architect features
• Key Architect concepts
• Architect permissions overview
• Architect tutorial
• Download Architect flow examples
• Navigate the Architect home page
• Architect FAQs

Create and configure inbound flows for the organization.

• Inbound flows overview
• Work with inbound flows
• Create an inbound flow
• Task and state editor actions

Create and configure outbound flows for the organization.

• Outbound flows overview
• Work with outbound flows
• Create an outbound flow
• Configure outbound settings
• Task and state editor actions

Learn about hold music and the default in-queue flow. Edit the in-queue flow, configure settings, and republish this flow for your organization.

• In-queue flows overview
• Work with in-queue flows
• Create an in-queue call flow
• Edit the in-queue flow
• Republish the default in-queue flow
• Task and state editor actions
• Customize agent-initiated hold music

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.

• Secure call flows overview
• Secure call flow scenarios
• Work with secure call flows
• Create a secure call flow
• Task and state editor actions

Create and configure inbound email flows for the organization.

• Inbound email flows overview
• ACD email routing overview
• Manage ACD email routing
• Configure inbound email settings
• Create an inbound email flow
• Email routing scenarios
• Task and state editor actions

ACD messages allow agents to respond to interactions from messaging platforms. Learn how to set up ACD messages and route messages using Architect and PureCloud.

• About ACD messages
• Inbound message flows overview
• Add an inbound message flow
• About message routing
• Add an inbound message route
• Manage ACD message routing 

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.

• About web surveys
• Work with survey invite flows
• Navigate a survey invite flow
• Create a survey invite flow
• Task and state editor actions 

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.

• Set up default action settings
• Configure default menu settings
• Choose supported languages in a flow
• Configure default speech recognition settings

Learn about flow resources, audio settings, actions in the flow, expressions, and using the task and state editor.

• Set up a flow
• Task and state editor overview
• Task and state editor actions
• Work with Architect editing tools
• Architect built-in variables
• About variables and expressions
• Work with expressions
• Learn about resources
• Learn about audio sequences
• Barge-in options
• Common flow design tasks

Learn how to manage and maintain a flow, including importing and exporting, publishing, validating, and saving the flow.

• Maintain a flow
• Import or export a flow
• Validate a flow
• Publish a flow
• Print a flow
• Delete a flow
• Unlock a call flow
• Filter the list of flows
• Manage prompt resources in a flow

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.

• Prompts overview
• Work with prompts
• Configure prompt resources
• Manage prompts
• Understand bulk prompt import 
• Bulk prompt import
• Work with dynamically referenced prompts
• Find System Prompt action
• Find User Prompt action
• Prompt data type

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.

• View dependencies in the flow
• Search for flows by dependency
• Dependency Search tab
• View exact matches form a dependency search
• Search for flows that use a deleted resource
• Rebuild the dependency database

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
• Debug 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