The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView
  • Routing > Message > Manage
  • Routing > Queue > Add, Delete, Join, and View 

Create an inbound message flow to intelligently route and deliver incoming ACD messages to the right queue.

  1. From the Architect home page, click or hover over the Flows menu and select Inbound Message.
  2. Click  Add. The Create Flow dialog box opens.
  3. In the Name field, type a unique name for the inbound message flow.
  4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
  5. Click the Divisions list and select the division in which to place the flow.
  6. (Optional) Click the Error event transfer Queue list and select the queue in which to transfer the flow if Architect detects an error.
  7. Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure inbound message flow settings. For more information, see About inbound messages.