Call Guide action

AI-generated summary

Genesys Cloud's Call Guide action integrates Virtual Agent functionality into bot flows, leveraging AI guides powered by large language models (LLM). The system requires Virtual Agent enablement and specific permissions in both AI Studio and Architect. Organizations can implement either pure guide-based workflows or hybrid approaches combining guides with traditional flow elements. Configuration options include action naming, guide selection from published versions, and Voice Processing Prompt settings with customizable audio feedback options to manage LLM processing delays. The system automatically converts flows to Agentic Virtual Agent type upon implementation and provides three execution paths: Success, Failure, and Timeout, each supporting customized subsequent actions. Technical prerequisites encompass Virtual Agent activation, appropriate permissions, published guides, and pre-defined variables for guide instructions. The action operates through the AI Studio category in Architect Toolbox, utilizing system defaults when custom settings are not specified. Flow authors can set custom timeout durations, with a 30-second maximum recommendation, ensuring efficient interaction management and preventing extended user wait times.

PrerequisitesClick to expand

Use the Call Guide action in a bot flow or digital bot flow that is enabled with Virtual Agent to execute a guide. You can solely use a guide or mix and match the guide with conventional flow-based elements as necessary to implement a hybrid workflow. For more information about AI Guides, see About AI Guides.

Notes:

The AI Studio category and the Call Guide action are available only when you enable Virtual Agent.
When you add a Call Guide action to a flow in Architect, the flow type changes to Agentic Virtual Agent and it is indicated by the following badge at the top-right corner:
Guides are large language model (LLM) based, and therefore, can take a number of seconds to process an input request and return a generated prompt to the participant. This behavior can result in a participant hearing several seconds of silence while they wait for the bot to respond. Use the Voice Processing Prompt to play audio during this silence, similar to the typing indicator clicking sounds for digital bot flows.

Add a Call Guide action to a bot flow or digital bot flowClick to expand

To access the Call Guide action, follow these steps:

From the Architect home page, click or hover over the Flows menu and select a bot flow or digital bot flow.
Create a new flow or select an existing one. The flow's configuration page opens. Note: The flow must have Virtual Agent enabled.
From the Toolbox, expand the AI Studio category and drag a Call Guide action to the desired location in the flow.
In the Name box, type a meaningful name for the action. This name becomes the name of the Call Guide action in the flow.
From the Guide list, choose a published guide.
Continue building your flow based on your business needs, including the Call Guide's Success, Failure, and Timeout paths.

Configure the Call Guide actionClick to expand

Field	Description
Name	Type a distinctive name for the Call Guide data action. The label you enter here becomes the action's name displayed in the flow structure.
Guide	Select the name of the AI guide that the flow must invoke. Click Open Guides in New Tab to open the guide in AI Studio. Notes: Only published guides are available for selection. If the selected AI guide contains one or more variables in the instructions, you must define those variables in the flow before calling the guide.
Version	The flow always executes the latest published version of the guide.
Voice Processing Prompt	Use a voice processing prompt to fill any silence that the participant hears while waiting for the large language model (LLM) to generate the bot prompts. These prompts provide audio during long periods of silence in the conversation and is similar to the typing indicators that participants see in digital bots. By default, Architect adds a prompt, which plays keyboard typing sounds. You can leave the default prompt, or you can override the default and create your own prompt via the Communication Sequence Builder; for example, MakeCommunication(Prompt.CompanySystemPrompt). Note: You can set up your own default voice processing prompt in Settings > Bot Flow > Voice Processing. However, changes that you make in the Call Guide action will be overridden by the default that you configure in the Settings menu. The options in this field are: Expression: Enter your expression or use the Communication Sequence Builder to create one. No Value: The bot disables the Voice Processing Prompt setting and does not play audio during the silence period. Use flow default: Use the prompt that you set up in Settings > Bot Flow > Voice Processing. If you do not add a prompt in Settings, then the bot uses the default Architect prompt.

Define success, failure, and timeout pathsClick to expand

Name	Description
Success	This path indicates that the action successfully executed the AI guide. Drag the appropriate action below the Success path to follow the route you want the interaction to take.
Failure	This path indicates that there was an error executing the action. Drag the appropriate action below the Failure path to follow the route you want the interaction to take.
Timeout	This path indicates that the action has exceeded the specified amount of time to execute the action. Drag the appropriate action below the Timeout path to follow the route you want the interaction to take. Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the end user does not wait too long for the path to continue. It is recommended that you set the timeout duration to less than 30 seconds.

Name

Description

Success

This path indicates that the action successfully executed the AI guide.

Drag the appropriate action below the Success path to follow the route you want the interaction to take.

Failure

This path indicates that there was an error executing the action.

Drag the appropriate action below the Failure path to follow the route you want the interaction to take.

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action.

Drag the appropriate action below the Timeout path to follow the route you want the interaction to take.

Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the end user does not wait too long for the path to continue. It is recommended that you set the timeout duration to less than 30 seconds.

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Field

Description

Name

Type a distinctive name for the Call Guide data action. The label you enter here becomes the action's name displayed in the flow structure.

Guide

Select the name of the AI guide that the flow must invoke.

Click Open Guides in New Tab to open the guide in AI Studio.

Notes:

Only published guides are available for selection.
If the selected AI guide contains one or more variables in the instructions, you must define those variables in the flow before calling the guide.

Version

The flow always executes the latest published version of the guide.

Voice Processing Prompt

Use a voice processing prompt to fill any silence that the participant hears while waiting for the large language model (LLM) to generate the bot prompts. These prompts provide audio during long periods of silence in the conversation and is similar to the typing indicators that participants see in digital bots.

By default, Architect adds a prompt, which plays keyboard typing sounds. You can leave the default prompt, or you can override the default and create your own prompt via the Communication Sequence Builder; for example, MakeCommunication(Prompt.CompanySystemPrompt).

Note: You can set up your own default voice processing prompt in Settings > Bot Flow > Voice Processing. However, changes that you make in the Call Guide action will be overridden by the default that you configure in the Settings menu.

The options in this field are:

Expression: Enter your expression or use the Communication Sequence Builder to create one.
No Value: The bot disables the Voice Processing Prompt setting and does not play audio during the silence period.
Use flow default: Use the prompt that you set up in Settings > Bot Flow > Voice Processing. If you do not add a prompt in Settings, then the bot uses the default Architect prompt.

Name	Description
Success	This path indicates that the action successfully executed the AI guide. Drag the appropriate action below the Success path to follow the route you want the interaction to take.
Failure	This path indicates that there was an error executing the action. Drag the appropriate action below the Failure path to follow the route you want the interaction to take.
Timeout	This path indicates that the action has exceeded the specified amount of time to execute the action. Drag the appropriate action below the Timeout path to follow the route you want the interaction to take. Note: Actions use either the default timeout or the flow author's specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the end user does not wait too long for the path to continue. It is recommended that you set the timeout duration to less than 30 seconds.

Name

Description

Success

This path indicates that the action successfully executed the AI guide.

Drag the appropriate action below the Success path to follow the route you want the interaction to take.

Failure

This path indicates that there was an error executing the action.

Drag the appropriate action below the Failure path to follow the route you want the interaction to take.

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action.

Drag the appropriate action below the Timeout path to follow the route you want the interaction to take.

Call Guide action

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Call Guide action

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