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 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 chat flows

Feature coming soon

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 PureCloud.

Survey invite 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.

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

Use flow outcomes 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.

Tips and best practices

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.