Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View

The following permissions for message routing:

  • Routing > Message > Manage
  • Routing > Queue > Add, Delete, Join, and View 

When you add a new flow, consider the following:

  • The maximum length of a flow name is 200 characters.
  • Newly created flows can take a few seconds to appear. Because authors typically begin configuring the flow immediately, this delay can 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 supported TTS languages. However, if the language you want to use with prompts does not appear in the list, you can change the flow to any language. For more information, see Languages and runtime data playback.

  • You cannot duplicate names for flows or prompts 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. 

  • For more information about the permissions required to create and configure flows, see Architect permissions overview.
Note: For first-time flow creation, Architect selects the default language set for your organization. When you select a default language that differs from the organization’s default language, Architect applies the alternate language only to the new 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.

Note: When you create an inbound chat flow, Architect adds a task and actions with default logic. This task honors legacy queue routing for chat messages. If you do not need legacy queue routing, you can safely remove the task and actions, or edit the default logic to accommodate your flow requirements.

  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.

The default in-queue flow is not automatically published. To use this flow to handle calls waiting in queue, you must first publish it.

You cannot delete the default in-queue flow, and you cannot edit the name or description of the default in-queue flow. However, if you have the Architect user editor or admin permission assigned to your role, then you can modify the default behavior according to your flow design.

  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.

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore Genesys Cloud uses blind transfers. For more information, see the W3C Recommenation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

  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.
  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.