Task and state editor actions

• In any action or output, click More and from the menu that appears, click Collapse.
  Architect indicates the number of actions that collapse as part of the task. It also shows if the collapsed actions end the task, state, or flow, and whether any actions are in error.

• To expand the action, click the hidden actions message. Alternatively, click More and from the menu that appears, click Expand. 

You can also collapse outputs rather than entire actions. For example, if you have a large amount of logic under a Switch action, you can collapse case configuration while you configure or view other cases that are related to the Switch action. 

In addition, if you click a validation error that pertains to a collapsed action, Architect expands the action that contains the error.

This table describes the available Architect actions that you can implement into your bot flows. After you build the bot flow, use the Call Bot Flow action to call it from voice, chat, and message flows.

Icon	Category	Action	Description
	AI Studio	Call Guide	Use this action in a bot flow that is enabled with Virtual Agent to execute a guide.
	Ask	Ask for Intent	Call an intent that describes a goal or task that a user wants to do, such as tracking their package or booking a cab.
		Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
		Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
	Communicate	Communicate	Interact with a customer through one-way communication.
	Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Call Secure Data Action	In secure bot flow tasks, use this action to call sensitive values from a data action database.
		Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
		Extract Secure Data	In secure bot flows, use this action to copy secure data to a non-secure variable of the same type.
		Get Response	Select a predefined response from the Canned Responses library and add it to an inbound email, message, or bot flow.
		Update Data	Assign values to flow or task level variables.
	Disconnect	Disconnect	An alternative way to end the bot flow.
		Exit bot flow	An alternative way to end the bot flow.
	Find	Find Grammar	Search for a grammar based on a string name at IVR runtime.
		Find Grammar by ID	Reference a grammar dynamically and find that grammar based on an ID at IVR runtime.
		Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
		Find Language Skill	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 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	Reference a queue dynamically and find that queue based on an ID at IVR runtime.
		Find Schedule	Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules.
		Find Schedule Group	Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups.
		Find Skill	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.
		Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at 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 User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
		Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
		Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
	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.
	Flow	Add Flow Milestone	Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
		Clear Slot	Select the slot to clear.
		Clear Utilization Label	Remove a utilization label from an interaction.
		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 Intent	Set an intent as the active intent.
		Set Language	Allows callers to select the preferred language in which to hear prompts or display prompt text
		Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
		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.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
		Anything Else? Loop	Make your process repeat a series of actions and then ask recipients what they would like to do next.
		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. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
		Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
		End Task	End a task in a process.
	Transfer	Transfer to ACD	Transfer a caller into a queuing system.

This table describes the available Architect actions that you can implement into your bot flows. After you build the bot flow, use the Call Digital Bot Flow action to call it from voice, chat, and message flows.

Icon	Category	Action	Description
	AI Studio	Call Guide	Use this action in a digital bot flow that is enabled with Virtual Agent to execute a guide.
	Ask	Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
		Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
		Digital Menu	Offer guidance and other options to your customer.
		Wait for Input	Allow the bot to wait for customer input.
	Communicate	Communicate	Interact with a customer through one-way communication.
		Show Knowledge Article	Select a knowledge article from the knowledge base that you configure in Natural Language Understanding > Knowledge for this flow.
	Data	Send Knowledge Feedback	Capture customer feedback after the bot presents an article from a Show Knowledge Article action.
		Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Call Secure Data Action	In secure bot flow tasks, use this action to call sensitive values from a data action database.
		Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
		Extract Secure Data	In secure bot flows, use this action to copy secure data to a non-secure variable of the same type.
		Get Response	Select a predefined response from the Canned Responses library and add it to an inbound email, message, or bot flow.
		Update Data	Assign values to flow or task level variables.
	Disconnect	Disconnect	End the bot flow interaction.
		Exit bot flow	An alternative way to end the bot flow.
	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.
	Find	Find Language Skill	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 Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
		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	Reference a queue dynamically and find that queue based on an ID at IVR runtime.
		Find Schedule	Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules.
		Find Schedule Group	Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups.
		Find Skill	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.
		Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at 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 User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
		Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
		Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
	Flow	Add Flow Milestone	Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
		Clear Slot	Select the slot to clear.
		Clear Utilization Label	Remove a utilization label from an interaction.
		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	Allows callers to select the preferred language in which to hear prompts or display prompt text
		Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
		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.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
		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. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
		Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Transfer	Transfer to ACD	Transfer a caller into a queuing system.

The actions that appear here depend on the compatible flow types you select when you create the common module flow.

Common module flows enable you to share common action and data types across flows. However, you cannot share flow-specific actions across different flow types. If you select multiple flow types, the system limits actions and data types to the actions that the different flow types share.

For example, you can use a Send an Auto Reply action in email flows but not call flows. Therefore, if you select common module compatibility for email and call flows, the Send Auto Reply action does not appear. If you only choose email flow compatibility, then all actions available in email flows appear for use in the common module flow.

This table describes the available Architect actions that you can implement into your voice survey flows. After you build the voice survey flow, use the Set Post-Flow action to call it from an inbound call flow.

Icon	Category	Action	Description
	Ask	Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
		Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
		Ask Survey Question	The Ask Survey Question action is primarily an action that Architect automatically creates and fills in based on the specific survey form question that the action corresponds to in a survey form. You can add additional Ask Survey Question actions to a voice survey to use a survey question that the original survey form contains.
	Communicate	Communicate	Interact with a customer through one-way communication.
	Data	Call Data	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 an inbound email, message, or bot flow.
		Update Data	Assign values to flow or task level variables.
	Disconnect	Disconnect	An alternative way to end the bot flow.
	Find	Find Grammar	Search for a grammar based on a string name at IVR runtime.
		Find Grammar by ID	Reference a grammar dynamically and find that grammar based on an ID at IVR runtime.
		Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
		Find User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
	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.
	Flow	Add Flow Milestone	Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
		Clear Slot	Select the slot to clear.
		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.
	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.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
		Anything Else? Loop	Make your process repeat a series of actions and then ask recipients what they would like to do next.
		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. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
		Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.

This table describes the available Architect actions that you can implement into your workitem flows.

Icon	Category	Action	Description
	Common	Call Common Module	Reuse previously created logic stored in a common module flow.
	Conversation	Set Priority	Set the appropriate priority of the current interaction while it waits in a queue
		Set Skills	Set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue
	Customer Secured Data	Get Secured Data	Set a secured data attribute that you retrieve from an interaction or workflow participant.
		Set Secured Data	Set a secured data attribute value on a call participant.
		Decrypt Data	Decrypt data in Architect flows by using your own encryption key.
		Encrypt Data	Encrypt data in Architect flows by using your own encryption key
	Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Call Decision Table	Execute a rule-based decision table configured previously by an administrator in Genesys Cloud.
		Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
		Get Response	Use with the Send Auto Reply action to send an automated reply to a customer.
		Get Conversation Data	Use the Get Conversation Data action in a task to set up an attribute to retrieve from a workflow participant.
		Set Conversation Data	Use the Set Conversation Data action in a task to assign an attribute value on an interaction participant.
		Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
		Update Data	Assign values to flow or task level variables.
		Update Workitem	Update both built-in and custom attributes of a workitem.
	Disconnect	Disconnect Workitem	Disconnect an agent from a workitem.
		Exit Workitem Flow	Exit the workitem flow.
		Terminate Workitem	End a workitem.
	Find	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
		Find Language Skill	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 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	Reference a queue dynamically and find that queue based on an ID at IVR runtime.
		Find Schedule	Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules.
		Find Schedule Group	Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups.
		Find Skill	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.
		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.
		Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
	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.
	Flow	Clear Utilization Label	Remove a utilization label from an interaction.
		Set Language	Allow callers to select the appropriate language in which to hear prompts.
		Set Utilization Label	Dynamically apply a utilization label to an interaction.
	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 to make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action to 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. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	State	State	Use a state to group tasks together into logical units.
		Change State	Jump the process directly to the beginning of a different state without any intervening steps.
	Task	Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
		End Task	End a task in a process.
	Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
		Transfer to User	Transfer a caller directly to a Genesys Cloud user.