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

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.

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.