Failure paths in Architect


As a recommended practice when planning and creating flows, Architect flow designers should consider the potential for failure and plan accordingly. Properly designed failure handling provides a sequence of actions when a specific action fails.

Architect offers two ways to set up failure and error handling:

  • Default error handling under Settings > Event Handling for user error, such as an invalid entry made by a caller.
  • Action-specific failure path configuration in Call Bridge action and Collect Input data actions, and in Transfer actions.




Name Description and use

Pre-handling audio

Select an existing audio prompt or create an audio sequence to alert the caller to an error and the action to follow. 

Handling

Select the action you want Architect to take when an error occurs. You can select the following actions:

  • Disconnect the call
  • Transfer the call to a queue
  • Jump to a menu
  • Jump to a reusable task

Note: Depending on the handling action you select, you can select which menu, task, or queue in which to transfer the call.

Menu

Select which default menu the call flow reverts to in the event of an error.

Chat flows: Feature coming soon

Name Description and use

Handling

Select the action you want Architect to take when an error occurs. You can select the following actions:

  • Disconnect the flow
  • Transfer the email, message, or chat to a queue

Note: Depending on the handling action you select, you can select which queue in which to transfer the interaction.




Define success, failure, and output paths

Name Description
Success

This path indicates that the action successfully communicated with its external endpoint and received a result. 

Note: An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

Drag the appropriate action below the Success path to follow the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company's flow design.

Failure

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action.  

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Drag the appropriate action below the Failure path to direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn't successful, a transfer action to send the caller to an agent or representative for assistance. 

Timeout

This path indicates the action has exceeded the specified amount of time to execute the action. 

Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures the customer does not wait too long for the path to continue. As recommended practice, set the timeout length to not longer than 30 seconds.

Drag the appropriate action below the Timeout path, such as a transfer action to send the interaction to the main or previous menu, play audio and loop actions to give a caller the opportunity to try again, or a disconnect action to end the interaction.