About Architect


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


Outbound call flows


In-queue call flows

Learn about hold music and the default in-queue flow. Edit the in-queue 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.


Inbound email flows


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 PureCloud.


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.


Flow resources


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.


Tips and best practices