Manage prompts

AI-generated summary

Genesys Cloud provides comprehensive prompt management capabilities within Architect that enable authorized users to create, edit, delete, and manage both system and user prompts integrated into call flows. Access to prompt management is controlled through specific permissions: View and Edit permissions for system prompts, and Add, Edit, and View permissions for user prompts, with read-only permission holders able to search, view, and listen to prompts but unable to make modifications. Additional permissions govern access to shared agent greetings through the Telephony module. Users can manage prompts through the Prompts menu by selecting System or User categories from the Architect home page. Prompt editing allows modification of prompt names, descriptions, and associated resources, with changes requiring flow republication to take effect. The platform includes a "Find consuming flows" feature to identify which flows utilize specific prompts, accessible through the Edit Prompt dialog. When publishing call flows, Architect creates snapshots of prompts and stores them with the published flow; however, bot flows always reference the latest prompt version rather than snapshots. This distinction means that user prompts can be deleted individually or in bulk without affecting already-published or active call flows that contain snapshots of those prompts. System prompts cannot be deleted. Deleting a prompt also removes its associated resources. Genesys Cloud incorporates a feedback mechanism enabling users to report on documentation quality through a structured feedback form that captures user role information and categorizes feedback into negative responses addressing inaccurate, incomplete, outdated, or unclear content, and positive responses recognizing helpful, well-organized, or valuable information. Users can escalate unresolved questions to the community for additional assistance, with feedback submission requiring acknowledgment of the Genesys Cloud privacy policy.

PrerequisitesClick to expand

Architect > UI - View

To work with system prompts, the following permissions:

Architect > System Prompt -Edit
Architect > System Prompt -View

To work with user prompts, the following permissions:

Architect > User Prompt -Add
Architect > User Prompt -Edit
Architect > User Prompt -View

To work with shared agent greetings, the following permissions:

Telephony > User's Own Agent Greeting - View
Telephony > User's Own Agent Greeting - Edit. This permission allows you to create or delete a prompt on the Agent Greetings tab in Preferences.
Telephony > Other Agent Greeting - View
Telephony > Other Agent Greeting - Edit

The following list describes the tasks you can perform to manage a prompt. To expand the content, click a link; click the link again to collapse the content.

Edit a promptClick to expand

If you have the appropriate Architect user editor or admin permission assigned to your role, you can edit an existing call prompt. Users with the Architect user read-only permission can only search, view, and listen to prompts in read-only mode.

Note: To reflect the changes in existing flows, you must republish any flows that consume the prompt. For a list of flows that use the prompt, in the Edit Prompt dialog box click Find consuming flows.

From the Architect home page, click or hover over the Prompts menu and select System or User.
To open the prompt you want to edit, do one of the following to open the Edit Prompt dialog box:
- Click the prompt name.
- Select the check box next to the prompt you want to edit and click the Edit button.
- Click the prompt in the Name column.
[User prompts only] Optionally edit the prompt Name and Description.
Optionally modify prompt resources.
Click OK. The updated prompt appears in the prompt list.

Delete a user promptClick to expand

When you publish a call flow, Architect "snapshots" the prompt and stores it with the published flow.

Note: Unlike other flows, Architect does not snapshot prompts when you publish a bot flow. Bot flows always use the latest version of the prompt.

Deleting a prompt from the User Prompts tab that is used in a published or active flow has no effect on that call flow. When you delete a prompt, you also delete the prompt's resources. You cannot delete system prompts.

From the Architect home page, click or hover over the Prompts menu and select User.
To delete one or more prompts, do one of the following:
- Select the check box next to the prompt you want to delete and click the Delete button.
- Select the check boxes next to multiple prompts you want to delete and click the Delete button.
In the Delete Prompt dialog box, click OK.

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Manage prompts

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