Create a flow

1. From the Architect home page, click or hover over the Flows menu and select Inbound Call.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, enter a unique name for the flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. Click the Default Language list and select the flow's default supported language.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.

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.

1. From the Architect home page, click or hover over the Flows menu and select Inbound Email.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, enter a unique name for the 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. Click the Error event transfer Queue list and select a queue in which to transfer the flow in the event of an error.
7. Click Create Flow. The flow's configuration page opens.

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

1. From the Architect home page, click or hover over the Flows menu and select Outbound Calls.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, type a unique name for the outbound flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
   Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Contact List and choose a contact list to associate with the outbound flow.
8. Click Default Wrapup Code and choose a wrap-up code to associate with the outbound flow.
9. Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure outbound settings. For more information on outbound flows and outbound dialing, including contact lists and wrap-up codes, see About outbound dialing.

1. From the Architect home page, click or hover over the Flows menu and select Bot Flow.
2. Click  Add. The Create Bot Flow dialog box opens.
3. In the Name field, enter a unique name for the flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. Click the Default Language list and select the flow's default supported language.
6. Click the Divisions list and select the division in which to place the flow.
7. Click the Template list and select one of the following templates on which to base the bot flow:
   
   • Banking Bot: An example bot that provides banking functionality.
   • Blank Bot Flow: An empty bot flow that does not contain any intents.
8. Click Create Flow. The flow's configuration page opens.

1. From the Architect home page, click or hover over the Flows menu and select Digital Bot Flow.
2. Click  Add. The Create Flow dialog box opens.
3. Under Name, type a unique name for the inbound message flow.
4. (Optional) Under Description, add a short sentence or phrase to describe this flow.
5. Under Default Language, select the language in which to run the flow. The default language is English.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure digital bot flow settings. 

1. From the Architect home page, click or hover over the Flows menu and select Common Module.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, enter a unique name for the common module flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this common module flow.
5. Click the Divisions list and select the division in which to place the flow.
6. Under Compatible Flow Types, click Click to add flow types and select the kinds of flows in which you plan to use the common flow.
7. Click Create Flow. The flow's configuration page opens.
8. Continue building the common module flow according to your organization's design.

Architect supplies a built-in, default in-queue flow, but you can create and use additional in-queue flows to suit your company specifications and preferences. You cannot edit the name or description of the default in-queue flow, but you can modify the default behavior according to your flow design. When you edit and republish an existing flow, Architect saves the changes and puts the configuration into effect immediately.

1. From the Architect home page, click or hover over the Flows menu and select In-Queue Call.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, type a unique name for the outbound flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
   Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages. For more information, see the Related articles.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.
8. (Optional) Configure the in-queue flow's default settings.
9. In the In-Queue Task design area, click the Hold Music action in the task sequence. The In-Queue Task editor opens.
10. Build the in-queue flow task according to your design.
11. Validate and publish the in-queue flow.

1. From the Architect home page, click or hover over the Flows menu and select In-Queue Email.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, type a unique name for the outbound flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
   Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages. For more information, see the Related articles.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.
8. (Optional) Configure the in-queue flow's default settings.
9. Build the in-queue message flow initial and recurring states according to your design.
10. Validate and publish the in-queue email flow.

1. From the Architect home page, click or hover over the Flows menu and select In-Queue Message.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, type a unique name for the outbound flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
   Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.
8. (Optional) Configure the in-queue flow's default settings.
9. Build the in-queue message flow initial and recurring states according to your design.
10. Validate and publish the in-queue email flow.

1. From the Architect home page, click or hover over the Flows menu and select Secure Call.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, type a unique name for the secure flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
   Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
6. Click the Divisions list and select the division in which to place the flow.
7. Under Is this an agent-initiated Secure Call Flow, do one of the following:
   • If the flow is agent-initiated, leave the default Yes, it will only be initiated by agents option unchanged. In this instance, the secure flow ends with the Return To Agent action.
   • If other call flows use the Transfer to Secure Flow action to access this flow, select No, other call flows will initiate this secure flow using the 'Transfer to Secure Flow' action option. In this instance, the secure flow ends with the Disconnect action.
8. Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure secure flow settings.

1. From the Architect home page, click or hover over the Flows menu and select Workflow.
2. Click  Add. The Create Flow dialog box opens.
3. In the Name field, enter a unique name for the flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. Click the Default Language list and select the flow's default supported language.
6. Click the Divisions list and select the division in which to place the flow.
7. Click Create Flow. The flow's configuration page opens.

1. From the Architect home page, click or hover over the Flows menu and select Survey Invite.
   Note: If the voice survey feature is enabled in your organization, Survey Invite flows show up as Web Survey Invite flows in Architect to better differentiate the two flow types.
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. Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure survey invite flow settings. For more information, see Work with survey invite flows.

1. From the Architect home page, click or hover over the Flows menu and select Voice Survey.
2. Click  Add. The Create Voice Survey Flow dialog box opens.
3. In the Name field, enter a unique name for the flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. Click the Survey Form list and select the survey form based on which you want Architect to generate the voice survey flow.
   
   Notes:

   • Architect currently displays the survey forms that have been published under Admin > Quality > Survey Forms in batches of 100.
   • You can only create a voice survey flow based on the latest published version of a survey form that has not been disabled.
   • The following limitations apply to survey forms:
     
     • As Architect creates a list slot type for each Multiple Choice, Yes/No, and Range question, the survey form can only contain a cumulative total of 50 questions of these question types. For example, if the survey form includes 20 multiple choice questions and 10 yes/no questions, Architect allows only 20 range questions in addition. There is no limit for questions of the Free text and Read only types. For more information about the question types, see Add questions to a survey form. For more information about the list slot type, see Slots and slot types overview.
     • The survey form can only contain one question of the Net Promoter Score^sm type.
     • Answers in the survey form can be up to 50 characters in length.
     • Questions of the Multiple Choice, Yes/No, and Range types can have a maximum of 20 answer options. Best practice recommends that you limit the number of answer options in a voice survey to fewer than 20.
     • If the voice survey only has Read Only questions, Architect ignores DTMF inputs and voice barge-in for the entire survey flow. If a question of another type follows a Read Only question, and the customer provides voice or DTMF input, then Architect skips the Read Only question and uses the input for the question that follows.
     • Architect currently limits the number of characters that transcripts of customer voice inputs can contain. If a transcript of a voice input exceeds 500 characters, Architect truncates the input it received as an answer. This limitation is most relevant for Free text questions and for the follow-up questions of NPS questions.
     • Long periods of speech recognition may cause issues for certain speech-to-text (STT) providers.
     • For questions that have an answer option of N/A (not applicable) in the survey form, the voice survey participant can only give a DTMF input as an answer. Architect assigns to such answer options the DTMF character value of star (*) and the communication value of "Press star for not applicable" by default. You can edit both values in Architect.
     • If the selected survey form contains any character encoding (for example, Unicode characters) or markup language (markdown) that you can use in your web surveys, be sure to edit the survey form and remove them. Encoded characters and markup language can be challenging for speech recognition and text-to-speech systems as they might not accurately interpret it or translate it into spoken language. If your survey form contains encoded characters or markup language and you want to use the same form for both web and voice surveys, Genesys recommends that you create a duplicate of the original form without the markup for the voice survey.
6. Click the Default Language list and select the flow's default supported language.
   
   • You can select any available default language in Architect for any survey form, regardless of the language that the form was created in. In other words, at survey flow creation, you can select a default flow language that is different from the language you selected in the Default Survey Language field in the survey form. For example, if the survey form's default language is French (Français), you can select French Canada (fr-CA), but also German (de-DE).
   • Architect shows a warning message at flow creation if there is a mismatch between the survey form's language and the language you select as the voice survey's flow default language.
     Note: Architect issues the warning message as a helpful notification that unexpected compatibility issues might occur during runtime regarding speech recognition and text to speech.
      
   • Architect considers the language pairing a mismatch based on the following rules:
     
     • If the base language (without locale) of the survey form and the base language of the voice survey flow do not match, then Architect throws a warning. For example, when the survey form's language is French ("fr"), and you select German Switzerland ("de-CH").
     • If Architect does not display the regional variety (locale) of the survey form's language, then Architect does not throw a warning for any corresponding language locale of the base language. For example, if Architect shows the survey form's language as German ("de") or French ("fr"), all regional varieties (locales) of German or French are considered matching.
     • If Architect displays the regional variety (locale) of the survey form's language, then Architect throws a warning if the survey form's language locale and the default language's locale do not match. For example, if Architect shows the survey form's language as Portuguese Brasil ("pt-br") and you select Portuguese Portugal ("pt-pt").
       Note: English is an exception. If you select an English language locale other than the survey form's locale, Architect does not throw any warning.
   • If you select a language for your flow that is different from the survey form language and is not a locale of the language, speech recognition and text to speech might not work as expected. Also, communication texts might not be prompted or synthesized correctly.
7. Click the Divisions list and select the division in which to place the flow.
8. Click Create Flow. The flow's configuration page opens.
   Note: You cannot import a valid voice survey flow from another organization because the survey form ID will not be compatible.

Now, you can customize the flow and configure voice survey flow settings. For more information, see Work with voice survey flows.

1. From the Architect home page, click or hover over the Flows menu and select Workitem flow.
2. Click  Add. The Create Workitem Flow dialog box opens.
3. In the Name field, enter a unique name for the flow.
4. (Optional) In the Description field, add a short sentence or phrase to describe this flow.
5. Click the Worktype list and select the worktype based on which you want Architect to generate the workitem flow.
   
   Notes:

   • Architect displays the worktypes that have been created under Admin > Task Management > Worktypes.
   • You can only create one workitem flow per worktype.
   • You cannot select a worktype that is already in use by another workitem flow.
6. Click the Default Language list and select the flow's default supported language.
7. Click the Divisions list and select the division in which to place the flow.
8. Use the Generate Flow Logic toggle to auto-generate the default flow logic for event handling and statuses based on their configuration in the selected worktype.
9. Click Create Flow. The flow's configuration page opens.