Set default event handling behavior

AI-generated summary

Genesys Cloud's Architect platform provides comprehensive, configurable event handling capabilities across multiple interaction types including call, voicemail, email, chat, message, bot, in-queue, and workitem flows. Default event handling behavior is configured through the Settings menu under Event Handling to determine system responses when errors occur during customer interactions. For voice-based flows, administrators specify pre-handling audio prompts and select handling actions including disconnect, transfer to queue, jump to menu, or jump to reusable task options. Email, chat, and message flows support simplified handling through disconnect or queue transfer actions. Bot flows feature specialized error management with two distinct event types: handover events and recognition failure events, both allowing configuration of audio or text communication sequences with handling options including exit bot flow, disconnect interaction, or jump to reusable task. Recognition failure events automatically trigger error handling when maximum retry limits are reached multiple times within a flow or across tasks. The platform enables custom task creation and modification through a task management interface, allowing users to establish tailored error responses. For recognition failures, flows can either exit after a second failure (default) or continue executing the reusable task for subsequent failures. Agent escalation automatically detects customer requests to speak with an agent and includes configurable options for enabling escalation listening, customizing acknowledgment messages, and specifying handover prompts before agent transfer. Maximum retry limits trigger automatic flow exit with an AgentRequestedByUser reason if reached multiple times across different flow sections. In-queue call flows receive dedicated handling with audio prompts and transfer capabilities to queues, menus, or tasks. In-queue email and message flows support ending the current state, ending the entire flow, or transferring digital interactions to another queue. Workitem flows support flow termination when errors occur. Menu fallback options designate default menus for error scenarios. All error handling configurations support task creation and selection, enabling administrators to build custom response workflows for various failure conditions and customer requests across different communication channels within the Architect platform.

Event handling determines how Architect behaves when an error occurs, such as an invalid entry that a customer makes during the interaction.

To configure the default flow behavior that occurs if Architect encounters an error within the flow, under Settings select Event Handling. For call flows, voicemail flows, and in-queue call flows, specify or create the audio prompt to play to a caller. For all flow types, determine how to handle the flow behavior.

Error handling for call and voicemail flowsClick to expand

Name	Description and use
Pre-handling audio	Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow.
Handling	Select the action that you want Architect to take when an error occurs. Choose from the following actions: Disconnect the call Transfer the call to a queue Jump to a menu Jump to a reusable task Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.
Menu	Select which default menu that the flow falls back to when an error occurs.

Name

Description and use

Pre-handling audio

Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow.

Handling

Select the action that you want Architect to take when an error occurs. Choose from the following actions:

Disconnect the call
Transfer the call to a queue
Jump to a menu
Jump to a reusable task

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

Select which default menu that the flow falls back to when an error occurs.

Error handling for email, chat, and message flowsClick to expand

Name	Description and use
Handling	Select the action that you want Architect to take when an error occurs. You can select the following actions: Disconnect the flow Transfer the email, message, or chat to a queue Note: Depending on the handling action you select, you can select which queue in which to transfer the interaction.

Name

Description and use

Handling

Select the action that you want Architect to take when an error occurs. You can select the following actions:

Disconnect the flow
Transfer the email, message, or chat to a queue

Note: Depending on the handling action you select, you can select which queue in which to transfer the interaction.

Error handling for voice and digital bot flowsClick to expand

Error event

Name	Description
Handover	Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows.
Handling	Select the action that you want Architect to take when an error occurs. You can select the following actions: Exit the bot flow Disconnect the interaction

Name

Description

Handover

Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows.

Handling

Select the action that you want Architect to take when an error occurs. You can select the following actions:

Exit the bot flow
Disconnect the interaction

Recognition failure event

Note: If the flow reaches the maximum number of retries for a second time; for example, in another part of the bot flow or in another task, the flow automatically enters error event handling.

Name	Description
Handover	Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows.
Handling	Select the action that you want Architect to take when an error occurs. You can select one of the following actions: Exit the bot flow Disconnect the interaction Jump to a reusable task Note: If you select Jump to Reusable Task, this section changes from Handling to Task. Perform one of these steps: To choose an existing task, click the list and select the appropriate task. To view or edit the task that you select, click Go to Task . To create a new reusable task, click Create New Task and configure the task according to your specifications. Under Subsequent Recognition Failures, select one of the following options: Exit the Flow (default): The bot exits the flow if the recognition failure event occurs for the second time. The reusable task is executed only once. Execute Task: The bot continues to execute the reusable task for all subsequent recognition failure events.

Name

Description

Handover

Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows.

Handling

Select the action that you want Architect to take when an error occurs. You can select one of the following actions:

Exit the bot flow
Disconnect the interaction
Jump to a reusable task

Note: If you select Jump to Reusable Task, this section changes from Handling to Task. Perform one of these steps:

To choose an existing task, click the list and select the appropriate task.
To view or edit the task that you select, click Go to Task .
To create a new reusable task, click Create New Task and configure the task according to your specifications.
Under Subsequent Recognition Failures, select one of the following options:
- Exit the Flow (default): The bot exits the flow if the recognition failure event occurs for the second time. The reusable task is executed only once.
- Execute Task: The bot continues to execute the reusable task for all subsequent recognition failure events.

Agent escalation

Agent escalation automatically detects a customer's preference to speak to an agent without a specific intent to capture this behavior. For more information, see Agent escalation in bot flows.

Note: If the flow reaches the maximum number of retries for a second time; for example, in another part of the bot flow or in another task, the flow automatically exits the bot flow with the AgentRequestedByUser reason.

Name	Description
Enable Agent Escalation	Allow or prevent the bot flow from listening when a customer requests to speak to a human agent.
Confirmation	Select an existing audio prompt or text or create a communication sequence the bot sends to confirm that it understands the customer's intent. Note: To configure the bot to bypass the confirmation request and instead directly escalate the user to a human agent, leave this field NOT_SET or empty.
Handover (bot flows only)	Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows. The bot uses this response when the participant requests to speak to an agent and replies affirmatively to the confirmation prompt. After the handover prompt plays, the bot exits and returns to the calling flow that started this bot flow.
Handling	Select the action that you want Architect to take when an error occurs. You can select one of the following actions: Exit the bot flow Disconnect the interaction Jump to a reusable task Note: If you select Jump to Reusable Task, this section changes from Handling to Task. Perform one of these steps: To choose an existing task, click the list and select the appropriate task. To view or edit the task that you select, click Go to Task . To create a new reusable task, click Create New Task and configure the task according to your specifications.

Error handling for in-queue call, email, and message flowsClick to expand

In-queue call flow error events

Name	Description
Pre-handling audio	Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow.
Handling	Select the action that you want Architect to take when an error occurs. Choose from the following actions: Disconnect the call Transfer the call to a queue Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

Name

Description

Pre-handling audio

Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow.

Handling

Select the action that you want Architect to take when an error occurs. Choose from the following actions:

Disconnect the call
Transfer the call to a queue

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

In-queue email and in-queue message flow error events

Name	Description
Handling	Select one of the following actions that you want the flow to take when an error occurs To end the current state in the in-queue flow, select End State. The flow continues to run so that subsequent invocations of the Periodic State occur. To end the current in-queue flow, select End Flow.

Name

Description

Handling

Select one of the following actions that you want the flow to take when an error occurs

To end the current state in the in-queue flow, select End State. The flow continues to run so that subsequent invocations of the Periodic State occur.
To end the current in-queue flow, select End Flow.

Error handling for workitem flowsClick to expand

Name	Description
Handling	Select following action that you want the flow to take when an error occurs To end the current workitem flow, select End Flow.

[NEXT] Was this article helpful?

Get user feedback about articles.