Download Architect flow examples

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Genesys Cloud provides downloadable Architect flow examples and templates as reference resources for building custom call flows tailored to organizational requirements. The Resource Center offers sample flows across multiple categories including Bot, Inbound, In-Queue, and specialized routing scenarios such as Holiday Routing, Time of Day Routing, Area Code Routing, and In-queue Callback and Voicemail configurations. Notable examples include Bot flows for banking functionality, General-use flows with basic menu options, In-queue Callback for caller verification and callback requests, Area Code Routing for region-based caller routing using ANI and Integer Collections, and Luhn Algorithm implementation for credit card validation prior to payment processing. Users access these sample flows by downloading .zip files, extracting them locally, and importing them into Architect through the Import command. The import process requires navigating to the .i3flow configuration file and selecting the Import button; this action overwrites existing configuration upon import. import, users can modify the flow to meet specific design requirements. Genesys AppFoundry provides additional Blueprints and Templates as supplementary resources for flow development. Genesys Cloud supports multiple voicemail flow configurations for inbound call handling, including the Luhn algorithm for validating credit card number entry accuracy. Luhn algorithm implementation requires defining Flow.ccNumber (String input) and Flow.isValidCCNumber (Boolean output) variables, with modifications to the Disconnect action as needed. The system greeting in voicemail flows can be replaced with blank audio, and architects can configure voicemail flows to enable callers to opt out of voicemail delivery and be redirected to alternative inbound flows. Combined configurations allow simultaneous opt-out functionality and system greeting replacement, with example flows including Luhn check validation, opt-out-of-voicemail, and integrated opt-out-with-blank-audio configurations for customized inbound call routing and voicemail management

This page provides example call flow templates available to download and import in to your Genesys Cloud organization.

Notes:

In addition to the flow examples provided in this page, Genesys AppFoundry also provides Blueprints and Templates that you can use when building your own flow. For more information, see Genesys AppFoundry – Blueprints and Templates.
These flows examples are designed for use as a point of reference as you create your own flow. Best practice is to build your own flow, rather than use the example. This recommendation enables you to reference the example flow while you tailor your own flow to your organization’s needs.

Download a sample flowClick to expand

Import a flow into ArchitectClick to expand

The Import command imports a flow configuration. Importing a flow will not merge with existing configuration. When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. To import a flow:

From the Architect home page, click or hover over the Flows menu and select the desired flow type.
Do one of the following:
- Create a new flow.
- Click the flow you want to open. When the flow's configuration page opens, click Edit.
Click the arrow at the end of the Save menu and select Import. The Import a flow dialog box opens.
Click the Select a configuration file to import link and navigate to the .i3flow configuration file you want to import.
Click the Import button.
Optionally modify the current configuration.
Save the flow.

After you import the flow, make any necessary modifications to meet your design.

Sample flows

Flow name	Description	Type	File
Bot flow	An example bot that provides banking functionality	Bot	Bot banking flow example
General	General-use flow that presents a flow with basic menu options.	Inbound	Inbound Flow Example
Holiday	Includes a task for routing calls based on specific dates, such as a holiday. This design allows you to specify the caller experience for days that differ from the typical schedule; for example, playing a different prompt on a holiday.	Inbound	Holiday Routing Example
Time of day routing	Includes a task for routing calls based on the time of day. This design allows you to specify a path for the call depending on defined situations, such as routing for evening hours versus regular business hours.	Inbound	Time of Day Routing Example
In-queue callback	Configured to verify a caller’s callback number and create an in-queue callback request.	In-Queue	InQueue Callback Flow Example
In-queue voicemail	Configured to loop through playing hold music to the caller and prompting to press 1 to leave a voicemail.	In-queue	In-queue voicemail example
Area code routing	Includes a task for taking a caller’s ANI and searching through different Integer Collections that area codes are stored in to determine if there’s a match and route the call appropriately. This allows you to create a different routing experience based on the region of the caller’s country.	Inbound	Area code routing example
Luhn algorithm	The Luhn algorithm is a simple checksum formula used to validate a variety of identification numbers, such as credit card numbers. This sample Genesys Cloud Architect flow implements the Luhn algorithm, which can validate credit card numbers prior to attempting a payment action with an external service. The Luhn algorithm does not guarantee that a credit card number is valid; it simply increases the confidence that a credit card number was entered correctly by a customer. When you import this task, perform the following modifications: Define this variable: Flow.ccNumber // String: used as input Define this variable: Flow.isValidCCNumber // Boolean: used as output Update the “Disconnect” action at the end of the task to redirect as desired.	Inbound	Luhn check example
Opt out of leaving a voicemail	You can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail. Instead, direct the caller to another Architect inbound flow.	Inbound	Opt-out-of-voicemail-flow-example
Replace voicemail flow system greeting with blank audio	You can replace the voicemail system greeting with blank audio.	Inbound	Replace system greeting with blank audio in voicemail flow
Opt out of leaving a voicemail and also replace the system greeting in a voicemail flow	Configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and replace the voicemail system greeting with blank audio.	Inbound	Opt-out-of-voicemail-replace-system-greeting-with-blank-audio-example

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Sample flows

Flow name	Description	Type	File
Bot flow	An example bot that provides banking functionality	Bot	Bot banking flow example
General	General-use flow that presents a flow with basic menu options.	Inbound	Inbound Flow Example
Holiday	Includes a task for routing calls based on specific dates, such as a holiday. This design allows you to specify the caller experience for days that differ from the typical schedule; for example, playing a different prompt on a holiday.	Inbound	Holiday Routing Example
Time of day routing	Includes a task for routing calls based on the time of day. This design allows you to specify a path for the call depending on defined situations, such as routing for evening hours versus regular business hours.	Inbound	Time of Day Routing Example
In-queue callback	Configured to verify a caller’s callback number and create an in-queue callback request.	In-Queue	InQueue Callback Flow Example
In-queue voicemail	Configured to loop through playing hold music to the caller and prompting to press 1 to leave a voicemail.	In-queue	In-queue voicemail example
Area code routing	Includes a task for taking a caller’s ANI and searching through different Integer Collections that area codes are stored in to determine if there’s a match and route the call appropriately. This allows you to create a different routing experience based on the region of the caller’s country.	Inbound	Area code routing example
Luhn algorithm	The Luhn algorithm is a simple checksum formula used to validate a variety of identification numbers, such as credit card numbers. This sample Genesys Cloud Architect flow implements the Luhn algorithm, which can validate credit card numbers prior to attempting a payment action with an external service. The Luhn algorithm does not guarantee that a credit card number is valid; it simply increases the confidence that a credit card number was entered correctly by a customer. When you import this task, perform the following modifications: Define this variable: Flow.ccNumber // String: used as input Define this variable: Flow.isValidCCNumber // Boolean: used as output Update the “Disconnect” action at the end of the task to redirect as desired.	Inbound	Luhn check example
Opt out of leaving a voicemail	You can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail. Instead, direct the caller to another Architect inbound flow.	Inbound	Opt-out-of-voicemail-flow-example
Replace voicemail flow system greeting with blank audio	You can replace the voicemail system greeting with blank audio.	Inbound	Replace system greeting with blank audio in voicemail flow
Opt out of leaving a voicemail and also replace the system greeting in a voicemail flow	Configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and replace the voicemail system greeting with blank audio.	Inbound	Opt-out-of-voicemail-replace-system-greeting-with-blank-audio-example

Download Architect flow examples

Sample flows

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Download Architect flow examples

Sample flows

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