Administrators and contact center managers can use advanced message routing capabilities in Architect for supported messaging channels. This method routes and delivers incoming ACD messages to the right queue based on a better understanding of the customer and intent.
To set up ACD messaging, create an inbound message flow in Architect and then select the flow in Genesys Cloud > Admin > Routing > MessageRouting. Set the configuration to direct incoming ACD messages through the flow to a specified queue. Depending on your design, you can configure an inbound message flow to route ACD messages to a specific ACD queue based on who sent the message. You can also configure the flow to route ACD messages based on attachments associated with the message, keywords in the subject or the body, and more.
Note: Genesys Cloud attempts to route ACD messages replies to the last agent who handled the message. The agent must be on queue and not fully utilized on ACD message interactions or the utilization labels that the ACD message interactions might have. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine agent utilization, see Configure agent utilization.
Unlike call flows, inbound message flows do not have failure or success paths. In the event of an error, you can configure an action’s path, for example, adding a Disconnect action or transferring to a specific queue. Inbound message flows do not include in-queue handling, or audio controls such as DTMF or text-to-speech.
To familiarize yourself with inbound message flows, review the following pages:
Create a more complex ordered sequence of message elements that route to a message recipient. Use any combination of data, expressions, prompts, and text elements.
Manage an ordered sequence of message elements that the system plays back to the caller. Arrange the order of elements, add or delete elements, and edit an element’s configuration.
Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Review Architect permissions, which 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.
Note: The maximum estimated wait time for inbound message flows is 72 hours.
Use this action to source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
Configure a switch action to specify what has to be done by Architect, when, and under which circumstances. This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated.
Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
