Find Group action

Available only in call flow types, dynamically referenced groups enable you to find a Genesys Cloud group based on its name at IVR runtime.

Use this action to source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.

Notes:
  • The dynamic lookup limit for a unique type is 25.
  • Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
  • The total lookup limit per flow is 100.

From the Toolbox, expand the Find category and drag a Find Group action into the appropriate location in the task editor.

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Group Name

Enter the group name or an expression that locates the group. At runtime, Architect performs a search for the specified group. If the system finds an exact match, it returns the group value.

Note: The search is case-insensitive.
Group Result

When the system receives the group value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow. 

Configure found and not found paths

Name Description
Found

This path indicates that Architect located the group within the organization. 

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to Group action.

Note: The Group Result field only populates when the flow follows the Found path.
Not Found

This path indicates that Architect did not find the matching group. 

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, jump to another menu, such as the main menu.

Note: The Group Result field does not populate when the flow follows the Not Found path. The variable value that you configure on the Found result setting is left untouched when the system takes the Not Found path.