In this interactive tutorial, you will learn how to get started in Architect by creating call flows, building menus, and adding tasks that ensure your callers have a great experience. We created realistic scenarios using fictitious companies to illustrate each of the tasks. You will find step-by-step instructions, real-life examples, and opportunities to practice and get started building your own call flows today. Each lesson does not encompass every situation, but does illustrate the most common processes within a call flow. All aspects of the Architect tutorial are fictional and are not associated with a real company.

Lessons

Complete the lessons in sequential order because each task relies on the previous one. Use Chrome to complete these lessons, because Architect does not support recording prompts from Internet Explorer. 

Scenario:  Genesys Cloud Animal Care is a small business that offers local standard and emergency veterinary care as well as basic pet grooming. The owners want to transfer emergency calls to the on-call doctor, send appointment requests to the scheduler, allow callers to report lost and found pets, and play a pre-recorded tracking services message for callers. 

Lesson Description

Lesson 1: Create and upload audio prompts

Genesys Cloud Animal Care’s flow author has a basic design plan for the call flow. However, before creating and building the flow, let’s create the prompts that we want to use in it. 

Here, we upload some existing prompts and record new prompts for use in future menu choices and task actions. This lesson features uploading and recording User prompts.

Lesson 2: Create the initial call flow and set up the auto-attendant’s starting menu

To manage the increasing volume and variety of calls, Genesys Cloud Animal Care wants to implement a simple auto-attendant menu. The menu lets callers specify whether the call is an emergency, or if they want to make an appointment with a veterinarian or groomer.

This lesson highlights the Starting Menu, Reusable Menus, and prompts. It also features actions from the Architect Toolbox, including Transfer to User, and Transfer to Number.
Lesson 3: Set up lost and found pet reporting tasks

Create reusable tasks for Genesys Cloud Animal Care’s lost and found pet reporting service, and add them to a Lost and Found reusable menu. When a caller wants to report a lost or found pet, the flow walks them through the reporting options.

This lesson features creating Tasks, using the Reusable Tasks area, and incorporating actions in the task editor such as Play Audio, Collect Input, Data action, Decision, Transfer to Number, and Jump to Menu.
Lesson 4: Create a pet tracking services task

Create a reusable task for Genesys Cloud Animal Care’s Tracking Network & Services and add it as a menu choice so that callers can access it by pressing a digit or verbally indicating the selection.

This lesson features creating Tasks, using the Reusable Tasks area, and incorporating actions in the task editor such as Play Audio, Collect Input, Decision, Transfer to Number, and Jump to Reusable Task.
Lesson 5: Organize the menu choices that callers hear when they enter the flow Add the reusable tasks and reusable menu to the Main Menu that we originally created in Lesson 2. This activity unifies the menu components.
Lesson 6: Modify the default call flow behavior

Modify the default behavior in the Settings area, including default action settings, speech recognition, menu settings, and event handling. Here, you can centrally manage multiple actions of a similar type.
Lesson 7: Add an additional language and a language menu

Add a supported language and create a language selection starting menu. A caller can choose to hear menu options in English or French.

This lesson highlights Supported Languages, creating a Starting Menu, and actions in the task editor such as Set Language and Jump to Menu.

Lesson 8: Validate and publish the Genesys Cloud Animal Care call flow

Check the call flow for errors, resolve errors, and publish it so that the Genesys Cloud admin can assign the flow to a specific number and activate it for call routing. This lesson highlights adding TTS and speech recognition, as well as validating and publishing the call flow.

These lessons are for a flow author with more advanced knowledge of Architect, and therefore offer less step-by-step instruction. Some practice exercises do not mimic the task sections, but instead build on topics introduced in the progressive beginner lessons and participation in advanced lessons. Unlike the beginner lessons, it is not necessary to complete these lessons in consecutive order. Users need a general knowledge of Architect, and the ability to perform some prerequisite tasks independently, such as creating a basic practice flow.

Lesson Description
Advanced lesson: Obtain a caller’s phone number

Create a reusable menu, add an audio sequence, and build tasks to confirm the caller’s phone number, or allow the caller to reenter the phone number. This lesson highlights such actions as Edit Audio Sequence, Update Data, Collect Input, Transfer to ACD, and Jump to Reusable Task.

Advanced lesson: Use the bulk prompt import feature to add prompts

Perform a bulk prompt import to add the various prompts that we plan to use in the advanced lessons. This lesson highlights the Import feature on the User Prompts tab.

Advanced lesson: Create a language selection starting task

Create a starting task and configure it so that the caller can choose to hear menu options in English, or continue in French. This lesson highlights bulk prompt import, setting a task as the Starting Task and actions in the task editor such as Collect Input, Decision, and Set Language.

Advanced lesson: Configure the in-queue call flow

Edit the default in-queue call flow to customize the caller’s hold experience using Hold Music and Loop task actions.