Inbound message flows overview

Prerequisites

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 message routing capabilities in Architect for supported messaging channels. This method routes and delivers incoming ACD messages to the right queue based on a better understanding of the customer and intent.

To set up ACD messaging, create an inbound message flow in Architect and then select the flow in Genesys Cloud > Admin > Routing > Message Routing. Set the configuration to direct incoming ACD messages through the flow to a specified queue. Depending on your design, you can configure an inbound message flow to route ACD messages to a specific ACD queue based on who sent the message. You can also configure the flow to route ACD messages based on attachments associated with the message, keywords in the subject or the body, and more.

Note: Genesys Cloud attempts to route ACD messages replies to the last agent who handled the message. The agent must be on queue and not fully utilized on ACD message interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine agent utilization, see Configure agent utilization.

Unlike call flows, inbound message flows do not have failure or success paths. In the event of an error, you can configure an action’s path, for example, adding a Disconnect action or transferring to a specific queue. Inbound message flows do not include language settings, in-queue handling, or audio controls such as DTMF or text-to-speech.

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

Page Description
About ACD messages Find administrator- and agent-specific resources for ACD messages in Genesys Cloud.
ACD messages overview Learn how ACD messaging works in Genesys Cloud.
Add an inbound message flow Create and configure an inbound message 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 message flows.

Set default event handling behavior

Determines how Architect behaves in the event of an error in the inbound message flow.

Expression help feature

Learn how to access the built-in expression resource to assist when creating inbound message 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 message flows.

Manage a variable

Edit a variable’s values.

About message routing

Learn how to configure agents to receive inbound messages in Genesys Cloud.

Add an inbound message route Learn how to add a message route and select the inbound message flow for routing.

Work in the Edit Message Body dialog box

Create complex expressions that route to the message recipient.

Set up a message sequence with the String Builder

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

Manage a message sequence

Manage an ordered sequence of message 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 message sequence for other configured languages. 

Disable an alternate message sequence

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

ACD messages FAQs

Read frequently asked questions about ACD messaging.

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. 

Note: The maximum estimated wait time for inbound message flows is 72 hours.

Icon Category Action Description
Bot Call Bot Connector Enable integration to any bot source, including Amazon Lex V2, for processing before returning intents and slots to Architect.
Call Bot Flow Create a new bot flow, or integrate an existing bot flow into your Ior message flows.
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 CX  Create a new Google Cloud Dialogflow CX bot, 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 Nuance Bot Create a new Nuance Mix bot, or open an existing one and incorporate it into your message flow.
Call Common Module Call Common Module Reuse previously created logic stored in a common module flow.
Data Call Data Action 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 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 Language Skill Use this action to 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 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 or not a condition is true.
Switch Configure a switch action to specify what has to be done by Architect, when, and under which circumstances. This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. 
Evaluate Schedule Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
Evaluate Schedule Group Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
Loop Loop Direct your to 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 the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the 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 Transfer to ACD Transfer a caller into a queuing system.
Wait Wait Pause the email process for a duration or until a time that you specify.