Initiate a secure flow session

Secure flows allow callers to enter sensitive information securely and confidentially. They mask the audio paths and sensitive data capture through an automated IVR call flow. Secure flows are configured in scripts that can be designed in any number of ways to allow the secure flow to be initiated.

Note: Your displayed script may vary, depending on how the script designer configured it. If you have questions about your script, see your manager. For more information, see Use scripts.

To transfer a call to a secure flow:

  1. Log in as an agent and go on queue
    The Interactions panel opens. Incoming calls appear in the Active Interactions list. 
  2. To begin the call, click Answer
    In Interaction Details, a call with a secure flow option shows a field or fields as configured in the script and an action that initiates a transfer to the secure flow.
  3. Provide the information the script requires and take the action to initiate the secure flow. 
    In the example below, the script is configured with a button to initiate the secure flow.
    Genesys Cloud displays a message letting you know that the transfer to the secure flow was successful, and a banner is displayed throughout the duration of the secure flow.
    The script can be configured to either disconnect the call when transferred or return the call to the agent when the caller has completed entering the sensitive data.
    If the script is configured to return the call to the agent, Genesys Cloud displays a message that the secure flow is complete.

    Note: During the secure flow, the agent hears silence.
  4. Complete the call as you would any other call.