Series: Create a call flow

Careful consideration should be taken when planning and building a sequence of actions in the task editor. These task actions are available from the Architect Toolbox.

These articles are designed to help the flow author build a task sequence. Administrators and editors can create and manage tasks. 

Task Description
Play audio in a task Set up a simple or complex ordered sequence of audio elements to playback to the caller.
Add a Collect Input action to a task Prompt a caller to enter a string of digits; for example, a zip code or an account number.
Add a Get Participant Data action to a task Set up an attribute to retrieve from a call participant and branches the flow based on the result. 
Add a Set Participant Data action to a task Analyzes information about a call and branches the flow based on the result. 
Add a Set Screen Pop data action to a task Configures a dialog box that autonomously appears on an agent’s workstation with information about the call. This information is derived from pre-defined scripts, but may require variable configuration in Architect when added to the flow.
Add an Update Data data action to a task Assign values to flow or task level variables.
Add a Dial By Extension action to a task Use Dial By Extension to set up functionality that allows the caller to dial and be transferred to a specific extension. 
Add a Disconnect action to a task Provide an exit path for the task sequence
Add a Set Language action to a task Allow callers to select the desired language in which to hear prompts.
Add a Decision action to a task Make the process branch, depending on whether or not a condition is true. 
Add a Switch action to a task Specifies the path a flow takes depending on what, if any, pre-defined constraints the call meets.
Add a Loop action to a task Direct the process to repeat a series of actions before it goes on to the next action in your design.
Add a Menu action to a task Use the Jump to Menu menu action to give callers the option of transferring immediately to a designated menu. Use the Previous menu action to give callers the option of transferring to the previous menu.
Add a Jump to Reusable Task action to a task Direct the process to a complete task previously configured in the Reusable Tasks area.
Add a Transfer action to a task Add a transfer action to transfer a caller into queuing system, directly to a Genesys Cloud user, to an external number, or to another flow.
Add a Hold Music action to a task This action sets up the audio prompt and prompt behavior the caller experiences when waiting in a queue. This action is only available for in-queue flows.
Add a Set Wrapup Code action to a task Use this action allows agents to select the desired wrap-up code in which to assign to the call. 
End the task sequence When you create a task sequence in the task editor, the task must always have an end result.

 

Common flow tasks :Previous Suggested Article Next Suggested Article: Complete the flow