Series: Create a call flow

Create a new flow


Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView

Workforce engagement for PureConnect and Genesys Engage users

This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.

Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.

When you add a new flow, consider the following:

  • The maximum length of a flow name is 200 characters.
  • Newly created flows may take a few seconds to appear. Because authors typically begin configuring the flow immediately, this delay may go unnoticed. To update the current list, click the Refresh button on the Architect Home page.
  • You can select a default language from the current list of support TTS languages. However, if the language you want to use with prompts is not listed, you can change the flow to any language. For more information, see Languages and runtime data playback.
  • You cannot duplicate names for flows, prompts, or operations of the same type, but you can use the same name across types. For example, you can use the name "Main" for one inbound flow and one outbound flow, but not two inbound flows. 

Note: For first-time flow creation, Architect selects the default language set for your organization. In the Create Flow dialog box, when you select a default language that differs from the organization's default language, Architect applies the alternate language only to the new flow.

Continue to the next article to begin creating a flow according to your company’s design. Learn about tips and best practices when designing a flow for Architect, then configure and publish the flow for use in routing.


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