Navigate the Architect home page

Choose the type of flow you want to create or manage:

• Inbound call: Architect opens to this tab by default. Here, view and manage all existing inbound call flows.
• Inbound message: Set up and configure ACD message flows to route and deliver incoming messages to the right queue.
• Inbound email: Set up email message flows to route and deliver incoming emails to the right queue.
• Inbound chat: Set up and configure chat flows to route and deliver incoming chats to the right queue.
• Outbound call: On this tab, view and configure outbound call flows. Outbound call flows process calls that an agent initiates on behalf of a call center or customer.
• Bot flow: Build bot flows within Architect and then integrate them into Architect call, chat, and message flows.
• Common module: Use common module flows to build logic and then reuse it in multiple flows and flow types.
• In-queue call: Architect provides a built-in, default in-queue flow for all queues in your organization. Use the in-queue call flow to create the hold experience for your customers while they wait in a queue before they transfer to an agent.
• In-queue email: Use the in-queue call email flow to create the hold experience for your customers, such as an automatic response, before they transfer to an agent.
• In-queue message: Use the in-queue message flow to create the hold experience for your customers, such as an indicator of their position in the queue, before they transfer to an agent. 
• Secure call: Configure secure call flows to prevent system recording or agent access to a caller’s entry of sensitive information, such as payment processing. 
• Voicemail: Tailor and implement the default voicemail flow in your organization.
• Workflow: Create and configure workflows using the public API. Administrators create workflows in Architect, and Predictive Engagement administrators use Architect flow actions to configure action maps that integrate with third-party systems.
• Survey invite: After you create the web survey, use Architect to create a flow for surveys. The survey invite flow can contain the survey’s invitation email to send to external contacts, including the sender, receiver, and survey URL. 

Select the type of prompt you want to create or manage:

• System: System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. You cannot delete System prompts, but you can override the default resources for them.
• User: Import or record all user audio and text-to-speech (TTS) prompts through this tab.

This column lists the name of each individual flow or prompt. To sort flows or prompts alphabetically, click the Name column. To open a specific flow or prompt, click the link or select the check box on the left side of the name and click the Open button.

Tip: Middle-click a flow to open it in a new tab.

To list call flows by published or unpublished status, click the Published column. The number in this column is the version of the flow most recently published.