Inbound chat flows overview


The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView
  • Routing > Message > Manage
  • Routing > Queue > Add, Delete, Join, and View 

Administrators and contact center managers can use advanced routing capabilities in Architect for chat messages. This method routes and delivers incoming chat messages to the right queue based on a better understanding of the customer and intent.

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.

To set up chat, create an inbound chat flow in Architect and then select to route to the flow in Genesys Cloud > Admin > Contact Center > Widgets. For more information, see Create a widget for web chat.

  • Genesys Cloud attempts to route replies to the last agent who handled the interaction. The agent must be on queue and not be fully utilized on interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
  • For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.

Unlike call flows, inbound chat flows do not have failure or success paths. For potential routing errors, you can configure an action’s path. For example, add a Disconnect action or transfer to a specific queue. Inbound chat flows do not include language settings, in-queue handling, or audio controls such as DTMF or text-to-speech.

To familiarize yourself with inbound chat flows, review the following pages:

Page Description
About widgets for web chat Create a web chat implementation in two steps: add a web chat widget deployment in Genesys Cloud, and then add code to your website.
Add an inbound chat flow Create and configure an inbound chat flow in Architect.
Manage data resources in the flow

In addition to editing variables and viewing usage, you can add and filter variables for inbound chat flows.

Set default event handling behavior

Determines how Architect behaves if there is an error in the inbound chat flow.

Expression help feature

Learn how to access the built-in expression resource to assist when creating inbound chat task expressions.

Work with expressions

Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.

Architect built-in variables

See the list of Architect read-only, built-in variables for inbound chat flows.

Manage a variable

Edit a variable’s values.

Work in the Edit Message Body dialog box

Create complex expressions that route to the chat recipient.

Set up a message sequence with the String Builder

Create a more complex ordered sequence of chat elements that route to a chat recipient. Use any combination of data, expressions, prompts, and text elements.

Manage a message sequence

Manage an ordered sequence of chat elements that the system plays back to the caller. Arrange the order of elements, add or delete elements, and edit an element’s configuration.

Enable an alternate message sequence language

Configure and order the chat sequence for other configured languages. 

Disable an alternate message sequence

Reset the chat sequence to the default language, or cancel an alternate chat sequence.

About Architect

Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.

Architect permissions overview

Review Architect permissions, which are based on flow design tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user. 

Icon Category Action Description
Data Call Data Action Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
Call Lex Bot Run self-service applications within a flow before or instead of routing a customer to an agent.
Data Table Lookup Retrieve data stored in a Genesys Cloud data table.
Get Response Use with the Send Auto Reply action to send an automated reply to a customer.
Get Participant Data Set up an attribute to retrieve from a call participant.
Set Participant Data Set an attribute value on a call participant.
Update Data Assign values to flow or task level variables.
Disconnect Disconnect Provide callers with a graceful way to exit a menu system by ending the call immediately.
External Contacts Get External Contact Retrieve information about an existing external contact.
Get External Organization Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
Search External Contacts Find one or more external contacts based on your search terms.
Find Find Queue Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. 
Find System Prompt Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
Find User Prompt Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
Find User Search for a Genesys Cloud user based on an email address at IVR runtime.
Find User by ID Reference a user dynamically and find that user based on a string name at IVR runtime.
Find Users by ID Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
Flow Set Language Allow callers to select the appropriate language in which to hear prompts.
Set Screen Pop  Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
Logical Decision Direct the process branch, depending on whether a condition is true.
Switch This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
Evaluate Schedule Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
Loop Loop Direct your process repeat a series of actions before it goes on to the next action in your design.
Next Loop Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
Exit Loop Use this action inside a Loop action and end and exit the current loop, and to continue flow execution by moving to the following action.
Send Response Send Response Configure a message and return it to a recipient. 
Change State Change State Jumps the process directly to the beginning of a different state without any intervening steps.
Call Task Call Task Call another task. When the called task completes, the configured output path determines how flow execution continues.
Transfer to ACD Transfer to ACD Transfers a message into a queuing system. 
Wait Wait Pauses the message process for a duration or until a time that you specify.