Inbound chat flows overview
The following permissions: 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.
The following permissions:
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.
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:
|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.
|Create complex expressions that route to the chat recipient.|
|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 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.|
|Configure and order the chat sequence for other configured languages.|
Reset the chat sequence to the default language, or cancel an alternate chat sequence.
|Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.|
|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.|
|Bot||Call Dialog Engine Bot||Create a new Genesys Dialog Engine Bot Flow, or open an existing one and incorporate it into your message flow.|
|Call Google Dialogflow ES||Create a new Google Cloud Dialogflow ES bot, or open an existing one and incorporate it into your message flow.|
|Call Lex Bot||Run self-service applications within a flow before or instead of routing a customer to an agent.|
|Call Common Module||Call Common Module||Reuse previously created logic stored in a common module flow.|
|Customer Secured Data||Get Secured Data||Set a secured data attribute that you retrieve from an interaction or workflow participant.|
|Set Secured Data||Set a secured data attribute value on a call participant.|
|Data||Call Data||Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.|
|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 disconnects the call immediately.|
|External Contacts||Get External Contact||Retrieve information about an existing external contact.|
|Get External Organization||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 Language Skill||
Source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
|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 Queue by ID||Reference a queue dynamically and find that queue based on an ID at IVR runtime.|
|Find Skill||Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.|
|Find System Prompt||Look up Architect system 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.|
|Find User Prompt||Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.|
|Flow||Add Flow Milestone||Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.|
|Initialize Flow Outcome||Select a flow outcome that Architect begins to track in the flow.|
|Set Flow Outcome||Define a potential outcome that the system tracks as success or failure when an interaction reaches a certain point in the flow.|
|Set Screen Pop||Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.|
|Set Language||Allow callers to select the desired language in which to hear prompts.|
|Set Wrapup Code||Allow agents to select the appropriate wrap-up code in which to assign to the call.|
|Journey||Get Journey Session||Obtain the Predictive Engagement Journey Session ID and store it in a variable to use within a chat flow or workflow.|
|Get Journey Sessions by Customer||Retrieve a list of current and previous sessions for a given customer ID and ID type, and then store it in a variable to use within a chat flow or workflow.|
|Get Journey Outcome||Obtain the Predictive Engagement Journey Outcome ID and store it in a variable to use within a chat flow or workflow.|
|Get Journey Segment||Obtain the Predictive Engagement Journey Segment ID and store it in a variable to use within a chat flow or workflow.|
|Logical||Decision||Direct the process branch, depending on whether a condition is true.|
|Switch||Configure a switch action to specify what Architect does, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set when to evaluate multiple cases.|
|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.|
|State||State||Jump the process directly to the beginning of a different state without any intervening steps.|
|Task||Call Task||Call another task.|
|End Task||End a task in a process.|
|Jump to Reusable Task||Insert a complete task previously configured in the Reusable Tasks area.
|Task||Build complex IVR options; for example, to group related steps of a process together to create a flow routine.|
|Transfer to ACD||Transfer to ACD||Transfer a message into a queuing system.|
|Wait||Wait||Pause the message process for a duration or until a time that you specify.|