Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View

Use an in-queue call, email, or message flow to customize the customer experience while they wait in a queue to transfer to an agent.

Note: For email and message flows, Architect limits the number of in-queue flows that open for a particular email or message interaction to 10. This limitation prevents the interaction size from increasing due to the launch of a new flow each time a Transfer to ACD action runs. The problem can occur when the target queue is the current queue.

Article Description

In-queue flows overview

Learn how Architect handles in-queue flows.

About in-queue flow precedence

Learn about precedence in flow order.

Create and configure queues

Create and configure queue behavior. Select the appropriate in-queue call, email, or message flow.

Create a flow

Learn how to create an in-queue flow in Architect.

Configure the in-queue call flow’s hold audio

In-queue call flows only: Select the hold music or prompt for an in-queue flow.

Set default event handling behavior

Configure how Architect behaves when an error occurs, such as an invalid entry made by the interaction.

Choose supported languages

Select the languages you want to support in the in-queue call, email, or message flow and set the default language for the in-queue flow.

Edit the default in-queue call flow

In-queue call flows only: Learn how to make modifications to the default in-queue call flow’s hold audio.

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

 Architect permissions 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.