Inbound message flows overview

AI-generated summary

Genesys Cloud provides advanced message routing and workflow automation capabilities through its Architect system, enabling organizations to design sophisticated inbound message flows that route incoming ACD messages to specified queues based on dynamic criteria including sender identity, message attachments, keywords, and content analysis. The platform supports complex routing logic through runtime dynamic object lookup for queues, schedules, skills, prompts, users, labels, and milestones, alongside conditional branching via Decision and Switch actions and schedule-based routing through Evaluate Schedule actions. Message routing prioritizes delivery to the last handling agent if available and not fully utilized on ACD message interactions; otherwise, messages route to the next available agent, with maximum estimated wait times of 72 hours. The system supports post-flow assignment, wrap-up code assignment, and task management features. Unlike call flows, inbound message flows exclude in-queue handling and audio controls such as DTMF or text-to-speech, with error handling managed through configurable actions like disconnect or queue transfer. The platform integrates multiple bot connectivity frameworks including Genesys Digital Bot Flow, Dialog Engine Bot, Google Dialogflow CX and ES, Amazon Lex V2, and Nuance Mix for self-service applications and intent processing before agent routing. Data management features encompass customer information retrieval through data actions, rule-based decision table execution, data table lookups, and encryption/decryption functionality using custom encryption keys. Additional capabilities include Conversation Attribute operations for managing custom interaction data, External Tag association for CRM integration, and External Contact management functions. Available actions span bot connectivity, data retrieval, decision execution, automated replies, record association, participant retrieval, emergency group and queue identification, user reference operations, milestones for customer journey reporting, utilization labels, screen pop functionality, and language selection. Language and skill-based routing actions include Find Language Skill, Find Skill, and Find Queue capabilities that enable dynamic resolution at runtime. Flow configuration actions encompass Add Flow Milestone for journey reporting, Initialize Flow Outcome, Set Flow Outcome for success/failure tracking, Set Screen Pop, Set Language, Set Post-Flow, Set Wrapup Code, and dynamic label management through Set Utilization Label and Clear Utilization Label. Journey actions retrieve Predictive Engagement data including Journey Session ID, Journey Outcome ID, and Journey Segment ID for use in chat flows or workflows. Process control actions include Loop constructs for iterative processing with Next Loop and Exit Loop capabilities, Send Response actions for message configuration and delivery, State and Change State actions for process redirection, and Transfer to ACD for routing into queuing systems. Wait actions pause processes for specified durations or until designated times. Task functionality enables calling other tasks, ending tasks, and building complex workflows by grouping related process steps into flow routines. Configuration requires creating an inbound message flow in Architect and selecting it within Genesys Cloud Admin > Routing > Message Routing. Required permissions include Architect Flow (Add, Edit, View), Routing Message (Manage), and Routing Queue (Add, Delete, Join, View) capabilities. The platform provides built-in variables, expression tools for sophisticated routing calculations, and message sequence management capabilities with support for multiple languages. Administrative setup requires appropriate Architect permissions assigned by organization administrators, with comprehensive documentation available covering ACD messaging , flow creation, variable management, and troubleshooting resources

PrerequisitesClick to expand

Administrators and contact center managers can use advanced message routing capabilities in Architect for supported messaging channels. This method routes and delivers incoming ACD messages to the right queue based on a better understanding of the customer and intent.

To set up ACD messaging, create an inbound message flow in Architect and then select the flow in Genesys Cloud > Admin > Routing > Message Routing. Set the configuration to direct incoming ACD messages through the flow to a specified queue. Depending on your design, you can configure an inbound message flow to route ACD messages to a specific ACD queue based on who sent the message. You can also configure the flow to route ACD messages based on attachments associated with the message, keywords in the subject or the body, and more.

Note: Genesys Cloud attempts to route ACD messages replies to the last agent who handled the message. The agent must be on queue and not fully utilized on ACD message interactions or the utilization labels that the ACD message interactions might have. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine agent utilization, see .

Unlike call flows, inbound message flows do not have failure or success paths. In the event of an error, you can configure an action’s path, for example, adding a Disconnect action or transferring to a specific queue. Inbound message flows do not include in-queue handling, or audio controls such as DTMF or text-to-speech.

To familiarize yourself with inbound message flows, review the following pages:

Inbound message flow configuration and setupClick to expand

Page	Description
About ACD messages	Find administrator- and agent-specific resources for ACD messages in Genesys Cloud.
ACD messages overview	Learn how ACD messaging works in Genesys Cloud.
Add an inbound message flow	Create and configure an inbound message flow in Architect.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for inbound message flows.
Set default event handling behavior	Determines how Architect behaves if there is an error in the inbound message flow.
Expression help feature	Learn how to access the built-in expression resource to assist when creating inbound message task expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect read-only, built-in variables for inbound message flows.
Manage a variable	Edit a variable’s values.
About message routing	Learn how to configure agents to receive inbound messages in Genesys Cloud.
Add an inbound message route	Learn how to add a message route and select the inbound message flow for routing.
Work in the Edit Message Body dialog box	Create complex expressions that route to the message recipient.
Set up a message sequence with the String Builder	Create a more complex ordered sequence of message elements that route to a message recipient. Use any combination of data, expressions, prompts, and text elements.
Manage a message sequence	Manage an ordered sequence of message elements that the system plays back to the caller. Arrange the order of elements, add or delete elements, and edit an element’s configuration.
Enable an alternate message sequence language	Configure and order the message sequence for other configured languages.
Disable an alternate message sequence	Reset the message sequence to the default language, or cancel an alternate message sequence.
ACD messages FAQs	Read frequently asked questions about ACD messaging.
About Architect	Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Architect permissions overview	Review Architect permissions, which are based on flow design tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.

Inbound message flow actions and tasksClick to expand

Note: The maximum estimated wait time for inbound message flows is 72 hours.

Category	Action	Description
Bot	Call Bot Connector	Enable integration to any bot source, including Amazon Lex V2, for processing before returning intents and slots to Architect.
	Call Digital Bot Connector	Enable integration with any bot source for processing before it returns entities or slots, and intents to Architect.
	Call Bot Flow	Create a new bot flow, or integrate an existing bot flow into your flow.
	Call Digital Bot Flow	Open a new or existing Genesys Digital Bot Flow.
	Call Dialog Engine Bot	Create a new Genesys Dialog Engine Bot Flow, or open an existing one and incorporate it into your message flow.
	Call Google Dialogflow CX	Create a new Google Cloud Dialogflow CX bot, or open an existing one and incorporate it into your message flow.
	Call Google Dialogflow ES	Create a new Google Cloud Dialogflow ES bot, or open an existing one and incorporate it into your message flow.
	Call Lex Bot	Run self-service applications within a flow before or instead of routing a customer to an agent.
	Call Nuance Bot	Create a new Nuance Mix bot, or open an existing one and incorporate it into your message flow.
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Customer Secured Data	Get Secured Data	Set a secured data attribute that you retrieve from an interaction or workflow participant.
	Set Secured Data	Set a secured data attribute value on a call participant.
	Decrypt Data	Decrypt data in Architect flows by using your own encryption key.
	Encrypt Data	Encrypt data in Architect flows by using your own encryption key
Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
	Call Decision Table	Execute a rule-based decision table configured previously by an administrator in Genesys Cloud.
	Create Conversation Attribute action	Use the Create Conversation Attribute action to add custom data to a conversation, based on a schema that an administrator previously created in Genesys Cloud.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	Get Response	Use with the Send Auto Reply action to send an automated reply to a customer.
	Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	Get Conversation Attribute action	Use the Get Conversation Attribute action to retrieve an existing conversation attribute record.
	Get Conversation Attributes action	Use the Get Conversation Attributes action to retrieve multiple existing conversation attribute records.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	Set Participant Data	Set an attribute value on a call participant.
	Update Conversation Attribute action	Use the Update Conversation Attribute action to update an existing conversation attribute record.
	Update Data	Assign values to flow or task level variables.
Disconnect	Disconnect	Provide callers with a graceful way to exit a menu system by disconnects the call immediately.
External Contacts	Get External Contact	Retrieve information about an existing external contact.
	Get External Organization	Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
	Promote External Contact action	Promote an ephemeral or identified contact to a curated (external) contact.
	Update External Contact action	Update an existing external contact record during a conversation.
	Search External Contacts	Find one or more external contacts based on your search terms.
Find	Find Division	Find a division using its name.
	Find Divisions	Find one or more divisions using their names.
	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
	Find Language Skill	Use this action to source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
	Find Queue	Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables.
	Find Queue by ID	Reference a queue dynamically and find that queue based on an ID at IVR runtime.
	Find Schedule	Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules.
	Find Schedule Group	Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups.
	Find Skill	Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
	Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
	Find User	Search for a Genesys Cloud user based on an email address at IVR runtime.
	Find User by ID	Reference a user dynamically and find that user based on a string name at IVR runtime.
	Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
	Find User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
	Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
Flow	Add Flow Milestone	Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
	Clear Utilization Label	Remove a utilization label from an interaction.
	Initialize Flow Outcome	Select a flow outcome that Architect begins to track in the flow.
	Set Flow Outcome	Define a potential outcome that the system tracks as success or failure when an interaction reaches a certain point in the flow.
	Set Screen Pop	Select a predefined script and, if necessary, configure the input variables that store the selection made by the user at runtime.
	Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Set Language	Allow callers to select the desired language in which to hear prompts.
	Set Post-Flow	Assign a post-flow action to the interaction to transfer to an inbound message flow.
	Set Wrapup Code	Allow agents to select the appropriate in which to assign to the call.
Journey	Get Journey Session	Obtain the Predictive Engagement Journey Session ID and store it in a variable to use within a chat flow or workflow.
	Get Journey Outcome	Obtain the Predictive Engagement Journey Outcome ID and store it in a variable to use within a chat flow or workflow.
	Get Journey Segment	Obtain the Predictive Engagement Journey Segment ID and store it in a variable to use within a chat flow or workflow.
Logical	Decision	Direct the process branch, depending on whether or not a condition is true.
	Switch	Configure a switch action to specify what has to be done by Architect, when, and under which circumstances. This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated.
	Evaluate Schedule	Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
	Evaluate Schedule Group	Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
Loop	Loop	Direct your to process repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
	Exit Loop	Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Send	Send Response	Configure a message and return it to a recipient.
State	State	Jump the process directly to the beginning of a different state without any intervening steps.
State	Change State	Jump the process directly to the beginning of a different state without any intervening steps.
Task	Call Task	Call another task.
	End Task	End a task in a process.
	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Transfer a caller into a queuing system.
Wait	Wait	Pause the email process for a duration or until a time that you specify.