This page provides example call flow templates available to download and import in to your Genesys Cloud organization.

Note: These flows examples are designed for use as a point of reference as you create your own flow. Best practice is to build your own flow, rather than use the example. This recommendation enables you to reference the example flow while you tailor your own flow to your organization’s needs.

To download a sample flow template from the Sample flows table:

  1. In the File column, click the .zip file for the desired template.
  2. Extract the sample flow and save it to a local directory.
  3. Import the sample into your new flow.

The Import command imports a flow configuration. Importing a flow will not merge with existing configuration. When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. To import a flow:

  1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
  2. Do one of the following:
    • Create a new flow.
    • Click the flow you want to open. When the flow's configuration page opens, click Edit.
  3. Click the arrow at the end of the Save menu and select Import. The Import a flow dialog box opens.
  4. Click the Select a configuration file to import link and navigate to the .i3flow configuration file you want to import.
  5. Click the Import button.
  6. Optionally modify the current configuration.
  7. Save the flow.

After you import the flow, make any necessary modifications to meet your design.

    Sample flows

    Flow name Description Type File
    Bot flow An example bot that provides banking functionality Bot Bot banking flow example
    General General-use flow that presents a flow with basic menu options. Inbound Inbound Flow Example
    Holiday Includes a task for routing calls based on specific dates, such as a holiday. This design allows you to specify the caller experience for days that differ from the typical schedule; for example, playing a different prompt on a holiday. Inbound Holiday Routing Example
    Time of day routing Includes a task for routing calls based on the time of day. This design allows you to specify a path for the call depending on defined situations, such as routing for evening hours versus regular business hours. Inbound Time of Day Routing Example

    In-queue callback

    Configured to verify a caller’s callback number and create an in-queue callback request. In-Queue InQueue Callback Flow Example
    In-queue voicemail

    Configured to loop through playing hold music to the caller and prompting to press 1 to leave a voicemail.

    In-queue In-queue voicemail example
    Area code routing

    Includes a task for taking a caller’s ANI and searching through different Integer Collections that area codes are stored in to determine if there’s a match and route the call appropriately. This allows you to create a different routing experience based on the region of the caller’s country.

    Inbound Area code routing example
    Luhn algorithm

    The Luhn algorithm is a simple checksum formula used to validate a variety of identification numbers, such as credit card numbers. This sample Genesys Cloud Architect flow implements the Luhn algorithm, which can validate credit card numbers prior to attempting a payment action with an external service. The Luhn algorithm does not guarantee that a credit card number is valid; it simply increases the confidence that a credit card number was entered correctly by a customer.

    When you import this task, perform the following modifications: 

    • Define this variable: Flow.ccNumber   // String: used as input
    • Define this variable: Flow.isValidCCNumber  // Boolean: used as output
    • Update the “Disconnect” action at the end of the task to redirect as desired.
    Inbound Luhn check example
    Opt out of leaving a voicemail

    You can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail. Instead, direct the caller to another Architect inbound flow.

    Inbound Opt-out-of-voicemail-flow-example
    Replace voicemail flow system greeting with blank audio

    You can replace the voicemail system greeting with blank audio.

    Inbound Replace system greeting with blank audio in voicemail flow
    Opt out of leaving a voicemail and also replace the system greeting in a voicemail flow

    Configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and replace the voicemail system greeting with blank audio.

    Inbound Opt-out-of-voicemail-replace-system-greeting-with-blank-audio-example