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Architect allows administrators and contact center managers to link together predefined operations to create simple or sophisticated menu applications. Use it to play audio, route interactions to agents, queues, voicemail, external numbers, or other flows. Incorporate advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing.
Learn about Architect’s key features and concepts. Get started with the Architect tutorial and download a a flow example to help with your organization’s flow design.
Create and configure inbound flows for the organization.
Create and configure outbound flows for the organization.
Learn about in-queue call, email, and message flows. Choose hold music and work with the default in-queue call flow. Edit the in-queue call, email, and message flow; configure settings; and republish this flow for your organization.
Use a secure call flow to temporarily prevent system recording or agent access to a caller’s entry of sensitive information, such as payment processing.
Learn how you can configure and use the default voicemail flow in your organization.
Create and configure inbound email flows for the organization.
ACD messages allow agents to respond to interactions from messaging platforms. Learn how to set up ACD messages and route messages using Architect and Genesys Cloud.
Build bots within Architect and then integrate them into Architect call and message flows.
Build bots within Architect and then integrate them into Architect call and message flows.
Use web surveys to ask contacts about their last interaction with your contact center. After you create the web survey, use Architect to create a flow for surveys.
Use voice survey flows to ask contacts about their experience with your contact center in a voice survey.
Use workflows to streamline your business processes by building integrations in Predictive Engagement. Design and create workflows with tasks for users to complete.
Use workitem flows to manage your work automation tasks.
Use common module flows to build logic and then reuse it in multiple flows and flow types.
Under Settings, set the default flow behavior. Here, you can define and manage flow architecture, activate and maintain flows, and monitor and perform other flow and prompt tasks as needed.
Learn about TTS and language selection, select a TTS engine and voice for a flow, and search for flows that use a specific TTS engine.
Use flow outcomes and flow milestones to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction.
Learn about flow resources, audio settings, actions in the flow, expressions, and using the task and state editor.
Learn how to manage and maintain a flow, including importing and exporting, publishing, validating, and saving the flow.
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
Review best practice recommendations directly from Architect developers to help you design and create your Architect flows.
Learn about the types of prompts available in Architect and how to add and maintain them, including configuring prompt resources, editing prompts, and bulk importing prompt files.
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