Voicemail flow overview

Use the built-in voicemail flow in Architect when you need customized voicemail and routing behavior. For example, you can customize and use the voicemail flow for situations when a person leaves a voicemail or requires more voicemail support. By default, callers experience the same behavior; however, flow authors can customize the voicemail flow, much like an inbound call flow.

Note: The voicemail flow implementation does not change the way users retrieve their mail.

Use a voicemail flow to perform any of these tasks:

  • Customize the customer experience
  • Play customized prompts when a user leaves a voicemail
  • Collect voicemail
  • Provide post recording options to the caller
  • Store the user’s voicemail
  • Allow custom actions after collection

  • Architect provides a single, default voicemail flow. You cannot delete this flow, but you can edit and customize the default behavior. This default flow affects voicemail for all users, queues, and groups in that single flow. You can revert to the original default version 1.0, which replicates the existing voicemail logic today.
  • The flow includes default implementation out-of-the-box, but after you modify and publish it, Architect considers you as the default voicemail flow owner.

You can modify this flow more than once, as your organization’s requirements change. From a design perspective, the default flow sets prompts that are used in flow logic in the Startup task. and then stores them into flow-level variables.

The steps in the next section demonstrate how to update system prompts by adding audio for new languages. So, if you add a language with a text-to-speech engine that you want to use, and you want to use a user prompt instead of a system prompt for that particular language, you can update the prompt that is assigned to the flow-level variable.

You can use the FindUserPrompt function when you assign the user prompt. For example:

If(Call.Language == System.Languages.koKR.tag,
FindUserPrompt("<here, add the name for the prompt to use when the system encounters errors during processing and the system directs the user to try again>"),

In this case, the system uses a dynamic prompt lookup instead of a static prompt. The prompt is obtained from the audio validation processing because you likely do not have audio or text-to-speech set up for that prompt in the languages that Architect provides out-of-the-box.

Get started with the default voicemail flow

To get started using the default voicemail flow using an audio approach, consider the following Korean language example:

  1. From the Architect home page, click the Flows list and select Voicemail.
  2. Open the Default Voicemail Flow. 
  3. Remove from the flow any languages that are not supported by your organization.
  4. Add the language Korean – South Korea (ko-kr).
  5. Under Resources, select Prompts.
    Note: This area lists the prompts that the flow references.
  6. To complete the new language configuration, add audio for that language to the prompts that have validation errors.
  7. Determine what you want to test.
  8. Set up the Voicemail.DebugEntityType string to one of the following: user, group, or queue. 
  9. Set the appropriate group value on appropriate variable: Voicemail.DebugGroup, Voicemail.DebugQueue, or Voicemail.DebugUser to simulate the entity whose voicemail you want to test.
  10. Click Publish > Debug.
  11. Open Genesys Cloud and dial Default%20Voicemail%20Flow-debug@localhost.
  12. After you are satisfied with your changes, save and publish the flow.