Work with workflows

Administrators can now launch 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. For more information, see /api/v2/flows/executions under Architect API Resources in the Developer Center. 

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Workflow configuration and setup

Page	Description
About Architect flow actions in Predictive Engagement	Learn how to integrate Predictive Engagement with third-party CRMs using Architect flow actions.
Create a workflow	Learn how to create a workflow in Architect.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for workflows.
Expression help feature	Learn how to access the built-in expression resource to assist when creating expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect read-only, built-in variables.
Manage a variable	Edit a variable’s properties.

Workflow actions and tasks

Icon	Category	Action	Description
	Data	Call Data Action	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
		Get Response	Select a predefined response from the Canned Responses library and add it to the flow.
		Update Data	Assign values to flow or task level variables.
	End Workflow	End Workflow	Provide an exit reason and end the workflow.
	External Contacts	Get External Contact	Retrieve information about an existing external contact.
		Get External Organization	Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
		Search External Contacts	Find one or more external contacts based on your search terms.
	Find	Find Language Skill	Find an ACD language skill based on its string name at runtime.
		Find Queue	Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables.
		Find Queue by ID	Find a Queue by Id based on an ID at IVR runtime.
		Find Skill	Find an ACD skill based on its string name at IVR runtime.
		Find User	Search for a Genesys Cloud user based on an email address at IVR runtime.
		Find User by ID	Reference a user dynamically and find that user based on a string name at IVR runtime.
		Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
	Flow	Initialize Flow Outcome	Select a flow outcome that Architect begins to track in the flow.
		Set Flow Outcome	Define a potential outcome that the system tracks as success or failure when an interaction reaches a certain point in the flow.
		Set Language	Set the appropriate language for the workflow to use.
	Get Journey Session	Get Journey Session	Obtain the Predictive Engagement Journey Session ID and store it in a variable to use within the workflow.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Next Loop	Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
		Exit Loop	Use this action inside a Loop action and end and exit the current loop, and to continue flow execution by moving to the following action.
	Change State	Change State	Jump the process directly to the beginning of a different state without any intervening steps.
	Call Task	Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Wait	Wait	Pause the message process for a duration or until a time that you specify.