Create backup queues for the flows

AI-generated summary

Genesys Cloud provides the ability to create backup queues for Experience and Email Experience objects to ensure uninterrupted processing within flows. Dedicated queues should be created for each object type and assigned queue members. The previously created routing configuration should be associated with these queues. Specific steps include creating a new queue for the Experience object, assigning queue members, and selecting the routing configuration. Repeat this process to create a separate Email Experience queue. This ensures smooth routing of Experience and Email Experience records through flows.

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Previous suggested step: Create presence user and routing configurations

PrerequisitesClick to expand

To ensure uninterrupted processing of Experience and Email Experience objects within flows, establish dedicated backup queues. Create one queue specifically for the Experience object and another for the Email Experience object. Assign the queue members and associate the previously created routing configuration with these queues.

Queue for Experience objectClick to expand

On the Setup Home page, search for Queues in the Quick Find box and select Queues.
To create a backup queue for the Experience object, click New.
Enter a label and queue name.
Enter the email address of the user who must be notified when new records are added to the queue.
Select the routing configuration created previously. For more information, see Create presence user and routing configurations.
From the list of Available Objects, select Experience and move it to the Selected Objects list.
To add queue members, select the users from Available Members and move them to Selected Members.
Click Save.

Queue for Email Experience objectClick to expand

On the Setup Home page, search for Queues in the Quick Find box and select Queues.
To create a backup queue for the Experience object, click New.
Enter a label and queue name.
Enter the email address of the user who must be notified when new records are added to the queue.
Select the routing configuration created previously. For more information, see Create presence user and routing configurations.
From the list of Available Objects, select Email Experience and move it to the Selected Objects list.
To add queue members, select the users from Available Members and move them to Selected Members.
Click Save.

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Create backup queues for the flows

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

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