Set Post-Flow action

Prerequisites 

Edge and Media Tier requirement:

To invoke a voice survey flow, you must have one of the following licenses:

  • Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3

Use the Set Post-Flow action to transfer an interaction to an inbound call flow or a voice survey flow rather than disconnect the call to transfer to a post-call survey or external parties or trigger data actions. With this action, assign the post-flow action to the interaction so that the post-flow action stays on the interaction until you remove it with the Clear Post-Flow action or use the Transfer to Secure Flow action. For example, because the customer did not consent to the voice survey:

 

The action is available in inbound and in-queue call flows and common module flows. To access the action, drag a Set Post-Flow action into the editor from the Flow category of the Architect toolbox and configure the action according to your design.

The following video demonstrates how the Set Post-Flow action works:

Note: You can also choose to invoke a voice survey flow in the Set Post-Flow action. For more information on voice survey flows, see Work with voice survey flows.

Set Post-Flow action configuration

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target

Select the target of the post-flow action from the drop-down:

  • To trigger the post-flow action and transfer the agent when the caller disconnects, select Agent (‘callee’).
  • To trigger the post-flow action and transfer the caller when the agent disconnects, select Caller (‘caller’).
  • To trigger the post-flow action for any disconnect, select Any (‘any’).

Note: If the caller abandons the call before it reaches an agent, no transfer target exists for the post-flow action, and Genesys Cloud cannot trigger the action.
Action Type

The post-flow action to invoke. You can select whether to transfer to an inbound call flow or a voice survey flow. The default value is inboundCallFlow. 
Inbound Call Flow

In the Inbound Call Flow box, perform any of the following actions:

  • To invoke an existing inbound call flow, click Select an Inbound Call Flow and choose the call flow to use.
  • If you select an existing inbound call flow, then to open the flow click .
  • To create a new inbound call flow, click .
Voice Survey Flow

In the Voice Survey Flow box, perform any of the following actions:

  • To invoke an existing voice survey flow, click Select a Voice Survey Flow and choose the voice survey flow to use.
  • If you select an existing voice survey flow, then to open the flow, click .
  • To create a new voice survey flow, click .

Notes:

  • If you configure the Set Post-Flow action in your inbound call flow to launch a voice survey flow, when an agent schedules a callback to a customer and ends the initial interaction, Genesys routes the interaction through the voice survey before the callback might happen.
  • Genesys Cloud does not support transferring the agent (‘callee’) to a voice survey flow.
Invocation Data

An optional literal value of the JSON data type that you can pass to the inbound call or voice survey flow you invoke, which is available in the invoked flow via the Call.InvocationData variable. This value can also be an expression and defaults to no value.