Create a flow

AI-generated summary

Genesys Cloud enables users to create multiple flow types through the Architect interface, including inbound call, inbound message, inbound email, outbound call, bot, digital bot, common module, in-queue call, in-queue email, in-queue message, secure call, workflow, web survey invite, voice survey, and workitem flows. Users must possess specific permissions including Architect Flow (Add, Edit, View) and relevant Routing permissions to create and configure flows. Flow names are limited to and must be unique within the same flow type, though identical names can be used across different flow types. The flow creation process follows a consistent pattern through the Architect home page Flows menu, where users configure standard fields including a unique flow name, optional description, default language selection from supported text-to-speech options, and division assignment. For message and email flows, users designate an error event transfer queue for handling errors. Newly created flows may require several seconds to appear in the system, with a Refresh button available on the Architect Home page to update the current list. The flow configuration page opens immediately after creation, allowing users to proceed with flow design and additional settings configuration. Specialized flow types have specific requirements. Outbound flows require contact list association and default wrap-up code configuration. Bot flows support two templates—Banking Bot and Blank Bot Flow—with configurable parameters. In-Queue flows require configuration of hold music actions, initial and recurring message states, or custom behavior settings before validation and publication. Secure call flows require designation of whether the flow is agent-initiated or initiated by other call flows, with Genesys Cloud implementing blind transfers rather than consultation VXML transfers to prevent transfer failures. Workitem flows require worktype selection (limited to one flow per worktype) and support an optional Generate Flow Logic toggle for automatic default flow logic creation. Voice survey flows have specific constraints and capabilities. Survey forms must use the latest published, non-disabled version, with a cumulative limit of 50 questions for Multiple Choice, Yes/No, and Range question types combined. Additional restrictions include a maximum of one Net Promoter Score question per form, answer options limited to with a maximum of 20 options per question, and voice input transcripts truncated at Character encoding and markup language should be removed from survey forms used for voice surveys, as speech recognition and text-to-speech systems may not accurately interpret them. Architect manages language and division compatibility for voice survey flows through automated warning systems. When creating voice survey flows, Architect compares the survey form's language with the selected flow default language, issuing warnings for base language differences while treating regional locale variations as matching unless specific locale information is displayed. Division compatibility warnings appear when the selected division differs from the survey form's assigned division. Voice survey flows cannot be imported from other organizations due to survey form ID incompatibility. All flow types support customization of default language settings, with options to add unsupported languages through the flow's Settings area. Users require Architect user editor or admin permissions to modify default behavior and access flow configuration pages where task sequences and design elements can be customized before final validation and publication

PrerequisitesClick to expand

When you add a new flow, consider the following:

The maximum length of a flow name is 200 characters.
Newly created flows can take a few seconds to appear. Because authors typically begin configuring the flow immediately, this delay can go unnoticed. To update the current list, click the Refresh button on the Architect Home page.
You can select a default language from the current list of supported TTS languages. However, if the language you want to use with prompts does not appear in the list, you can change the flow to any language. For more information, see Languages and runtime data playback.
You cannot duplicate names for flows or prompts of the same type, but you can use the same name across types. For example, you can use the name "Main" for one inbound flow and one outbound flow, but not two inbound flows.
For more information about the permissions required to create and configure flows, see Architect permissions overview.

Note: For first-time flow creation, Architect selects the default language set for your organization. When you select a default language that differs from the organization’s default language, Architect applies the alternate language only to the new flow.

Create an inbound call flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Inbound Call.
Click Add. The Create Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Default Language list and select the flow's default supported language.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.

Create an inbound message flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Inbound Message.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the inbound message flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Divisions list and select the division in which to place the flow.
(Optional) Click the Error event transfer Queue list and select the queue in which to transfer the flow if Architect detects an error.
Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure inbound message flow settings. For more information, see About inbound messages.

Create an inbound email flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Inbound Email.
Click Add. The Create Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Divisions list and select the division in which to place the flow.
Click the Error event transfer Queue list and select a queue in which to transfer the flow in the event of an error.
Click Create Flow. The flow's configuration page opens.

Create an outbound flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Outbound Calls.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the outbound flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
Click the Divisions list and select the division in which to place the flow.
Click Contact List and choose a contact list to associate with the outbound flow.
Click Default Wrapup Code and choose a wrap-up code to associate with the outbound flow.
Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure outbound settings. For more information on outbound flows and outbound dialing, including contact lists and wrap-up codes, see About outbound dialing.

Create a bot flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Bot Flow.
Click Add. The Create Bot Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Default Language list and select the flow's default supported language.
Click the Divisions list and select the division in which to place the flow.
Click the Template list and select one of the following templates on which to base the bot flow:
- Banking Bot: An example bot that provides banking functionality.
- Blank Bot Flow: An empty bot flow that does not contain any intents.
Click Create Flow. The flow's configuration page opens.

Create a digital bot flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Digital Bot Flow.
Click Add. The Create Flow dialog box opens.
Under Name, type a unique name for the inbound message flow.
(Optional) Under Description, add a short sentence or phrase to describe this flow.
Under Default Language, select the language in which to run the flow. The default language is English.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure digital bot flow settings.

Create a common module flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Common Module.
Click Add. The Create Flow dialog box opens.
In the Name field, enter a unique name for the common module flow.
(Optional) In the Description field, add a short sentence or phrase to describe this common module flow.
Click the Divisions list and select the division in which to place the flow.
Under Compatible Flow Types, click Click to add flow types and select the kinds of flows in which you plan to use the common flow.
Click Create Flow. The flow's configuration page opens.
Continue building the common module flow according to your organization's design.

Create an in-queue call flowClick to expand

Architect supplies a built-in, default in-queue flow, but you can create and use additional in-queue flows to suit your company specifications and preferences. You cannot edit the name or description of the default in-queue flow, but you can modify the default behavior according to your flow design. When you edit and republish an existing flow, Architect saves the changes and puts the configuration into effect immediately.

About the default in-queue flowClick to expand

The default in-queue flow is not automatically published. To use this flow to handle calls waiting in queue, you must first publish it.

You cannot delete the default in-queue flow, and you cannot edit the name or description of the default in-queue flow. However, if you have the Architect user editor or admin permission assigned to your role, then you can modify the default behavior according to your flow design.

From the Architect home page, click or hover over the Flows menu and select In-Queue Call.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the outbound flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages. For more information, see the Related articles.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.
(Optional) Configure the in-queue flow's default settings.
In the In-Queue Task design area, click the Hold Music action in the task sequence. The In-Queue Task editor opens.
Build the in-queue flow task according to your design.
Validate and publish the in-queue flow.

Create an in-queue email flowClick to expand

From the Architect home page, click or hover over the Flows menu and select In-Queue Email.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the outbound flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages. For more information, see the Related articles.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.
(Optional) Configure the in-queue flow's default settings.
Build the in-queue message flow initial and recurring states according to your design.
Validate and publish the in-queue email flow.

Create an in-queue message flowClick to expand

From the Architect home page, click or hover over the Flows menu and select In-Queue Message.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the outbound flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.
(Optional) Configure the in-queue flow's default settings.
Build the in-queue message flow initial and recurring states according to your design.
Validate and publish the in-queue email flow.

Create a secure flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Secure Call.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the secure flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
If this is your first flow, or to change the default language, click the arrow at the end of the Default Language list and select one of Architect's supported languages.
Note: To use a default language not supported by Architect's supported languages, add it in the flow's Settings area under Supported Languages.
Click the Divisions list and select the division in which to place the flow.
Under Is this an agent-initiated Secure Call Flow, do one of the following:
- If the flow is agent-initiated, leave the default Yes, it will only be initiated by agents option unchanged. In this instance, the secure flow ends with the Return To Agent action.
- If other call flows use the Transfer to Secure Flow action to access this flow, select No, other call flows will initiate this secure flow using the 'Transfer to Secure Flow' action option. In this instance, the secure flow ends with the Disconnect action.
Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure secure flow settings.

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore Genesys Cloud uses blind transfers. For more information, see the . This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Create a workflowClick to expand

From the Architect home page, click or hover over the Flows menu and select Workflow.
Click Add. The Create Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Default Language list and select the flow's default supported language.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.

Create a web survey invite flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Survey Invite.
Note: If the voice survey feature is enabled in your organization, Survey Invite flows show up as Web Survey Invite flows in Architect to better differentiate the two flow types.
Click Add. The Create Flow dialog box opens.
In the Name field, type a unique name for the inbound message flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Divisions list and select the division in which to place the flow.
Click Create Flow. The flow's configuration page opens.

Now, you can design the flow and configure survey invite flow settings. For more information, see Work with survey invite flows.

Create a voice survey flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Voice Survey.
Click Add. The Create Voice Survey Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Survey Form list and select the survey form based on which you want Architect to generate the voice survey flow.
Notes:
- Architect currently displays the survey forms that have been published under Admin > Quality > Survey Forms in batches of 100.
- Architect displays a division badge that indicates the division to which the survey form is assigned. If a survey form is not assigned to any division, Architect does not display a division badge. When you select a survey form that is assigned to a division, the same division name appears in the Division list.
- You can only create a voice survey flow based on the latest published version of a survey form that has not been disabled.
- The following limitations apply to survey forms:
  - As Architect creates a list slot type for each Multiple Choice, Yes/No, and Range question, the survey form can only contain a cumulative total of 50 questions of these question types. For example, if the survey form includes 20 multiple choice questions and 10 yes/no questions, Architect allows only 20 range questions in addition. There is no limit for questions of the Free text and Read only types. For more information about the question types, see Add questions to a survey form. For more information about the list slot type, see Slots and slot types overview.
  - The survey form can only contain one question of the Net Promoter Score^sm type.
  - Answers in the survey form can be up to 50 characters in length.
  - Questions of the Multiple Choice, Yes/No, and Range types can have a maximum of 20 answer options. Best practice recommends that you limit the number of answer options in a voice survey to fewer than 20.
  - If the voice survey only has Read Only questions, Architect ignores DTMF inputs and voice barge-in for the entire survey flow. If a question of another type follows a Read Only question, and the customer provides voice or DTMF input, then Architect skips the Read Only question and uses the input for the question that follows.
  - Architect currently limits the number of characters that transcripts of customer voice inputs can contain. If a transcript of a voice input exceeds 4000 characters, Architect truncates the input it received as an answer. This limitation is most relevant for Free text questions and for the follow-up questions of NPS questions.
  - Long periods of speech recognition may cause issues for certain speech-to-text (STT) providers.
  - For questions that have an answer option of N/A (not applicable) in the survey form, the voice survey participant can only give a DTMF input as an answer. Architect assigns to such answer options the DTMF character value of star (*) and the communication value of "Press star for not applicable" by default. You can edit both values in Architect.
  - If the selected survey form contains any character encoding (for example, Unicode characters) or markup language (markdown) that you can use in your web surveys, be sure to edit the survey form and remove them. Encoded characters and markup language can be challenging for speech recognition and text-to-speech systems as they might not accurately interpret it or translate it into spoken language. If your survey form contains encoded characters or markup language and you want to use the same form for both web and voice surveys, Genesys recommends that you create a duplicate of the original form without the markup for the voice survey.
Click the Default Language list and select the flow's default supported language.
- You can select any available default language in Architect for any survey form, regardless of the language that the form was created in. In other words, at survey flow creation, you can select a default flow language that is different from the language you selected in the Default Survey Language field in the survey form. For example, if the survey form's default language is French (Français), you can select French Canada (fr-CA), but also German (de-DE).
- Architect shows a warning message at flow creation if there is a mismatch between the survey form's language and the language you select as the voice survey's flow default language.
  Note: Architect issues the warning message as a helpful notification that unexpected compatibility issues might occur during runtime regarding speech recognition and text to speech.
- Architect considers the language pairing a mismatch based on the following rules:
  - If the base language (without locale) of the survey form and the base language of the voice survey flow do not match, then Architect throws a warning. For example, when the survey form's language is French ("fr"), and you select German Switzerland ("de-CH").
  - If Architect does not display the regional variety (locale) of the survey form's language, then Architect does not throw a warning for any corresponding language locale of the base language. For example, if Architect shows the survey form's language as German ("de") or French ("fr"), all regional varieties (locales) of German or French are considered matching.
  - If Architect displays the regional variety (locale) of the survey form's language, then Architect throws a warning if the survey form's language locale and the default language's locale do not match. For example, if Architect shows the survey form's language as Portuguese Brasil ("pt-br") and you select Portuguese Portugal ("pt-pt").
    Note: English is an exception. If you select an English language locale other than the survey form's locale, Architect does not throw any warning.
- If you select a language for your flow that is different from the survey form language and is not a locale of the language, speech recognition and text to speech might not work as expected. Also, communication texts might not be prompted or synthesized correctly.
From the Division list, select the division in which to place the flow. Architect shows a warning message during flow creation in the following scenarios:
- You select a division that does not match the survey form's division.
- The selected survey form is not assigned to any division while the flow is placed in a specific division.
Click Create Flow. The flow's configuration page opens.
Note: You cannot import a valid voice survey flow from another organization because the survey form ID will not be compatible.

Now, you can customize the flow and configure voice survey flow settings. For more information, see Work with voice survey flows.

Create a workitem flowClick to expand

From the Architect home page, click or hover over the Flows menu and select Workitem flow.
Click Add. The Create Workitem Flow dialog box opens.
In the Name field, enter a unique name for the flow.
(Optional) In the Description field, add a short sentence or phrase to describe this flow.
Click the Worktype list and select the worktype based on which you want Architect to generate the workitem flow.
Notes:
- Architect displays the worktypes that have been created under Admin > Task Management Menu > Orchestration > Work Automation > Worktypes.
- You can only create one workitem flow per worktype.
- You cannot select a worktype that is already in use by another workitem flow.
Click the Default Language list and select the flow's default supported language.
Click the Divisions list and select the division in which to place the flow.
Use the Generate Flow Logic toggle to auto-generate the default flow logic for event handling and statuses based on their configuration in the selected worktype.
Click Create Flow. The flow's configuration page opens.

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