Work with in-queue flows


The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView

Use an in-queue flow to create the experience that your customers hear while waiting in a queue for transfer to an agent.

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 a flow

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

Configure in-queue call settings

Change default settings for an in-queue flow.

Set up the flow

Learn how to set up an in-queue call flow.

Republish the in-queue call flow

Learn how to republish the default in-queue call flow if you change default settings for custom hold music.

Edit the in-queue flow

Learn how to make modifications to the in-queue call flow.

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.