Example Architect flows and custom data actions for direct routing

AI-generated summary

Genesys Cloud Resource Center provides downloadable example Architect flows and custom data actions for direct routing integration. Genesys Cloud offers in-queue and inbound call, email, and message flows, and a Get User By Address data action to retrieve direct routing agent user IDs. The examples help you get started with Architect flows for direct routing. Genesys Cloud also provides custom data actions to retrieve user information, timeout values, direct routing backup settings, and queue backup defaults. These capabilities allow customizing and optimizing Genesys Cloud for contact center use cases.

This article provides example flows and custom data action templates available to download and import into your Genesys Cloud organization as you set up your Architect flows for direct routing purposes.

Tip: Genesys also provides two CS-as-Code accelerators that you can deploy to get started with direct routing. The accelerators include sample configurations that you can use as is or edit to suit your requirements. The first accelerator creates and sets up the Genesys Cloud Data Actions Direct Routing integration with the related data actions and adds in-queue Architect flows. The second accelerator creates a direct routing call route and queue, and inbound Architect flows. For more information, see .

Download an example flow or data actionClick to expand

Import a flow into ArchitectClick to expand

The Import command imports a flow configuration. Importing a flow will not merge with existing configuration. When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. To import a flow:

From the Architect home page, click or hover over the Flows menu and select the desired flow type.
Do one of the following:
- Create a new flow.
- Click the flow you want to open. When the flow's configuration page opens, click Edit.
Click the arrow at the end of the Save menu and select Import. The Import a flow dialog box opens.
Click the Select a configuration file to import link and navigate to the .i3flow configuration file you want to import.
Click the Import button.
Optionally modify the current configuration.
Save the flow.

After you import the flow, modify the flow to meet your design based on your organization’s needs.

Note: Genesys Cloud offers the ability to define Architect flows using YAML. For more information about how to import the example .yaml flows back into Architect, see .

Import a custom data actionClick to expand

Example flows and data actions for direct routing

Name	Description	Type	File
Genesys Direct Routing Default In-Queue Call Flow	An example in-queue call flow for direct routing	Architect flow	Genesys Direct Routing Default In-Queue Call Flow
Genesys Direct Routing Default In-Queue Email Flow	An example in-queue email flow for direct routing	Architect flow	Genesys Direct Routing Default In-Queue Email Flow
Genesys Direct Routing Default In-Queue Message Flow	An example in-queue message flow for direct routing	Architect flow	Genesys Direct Routing Default In-Queue Message Flow
Genesys System Direct Routing Inbound Call Flow	An example inbound call flow for direct routing	Architect flow	Genesys System Direct Routing Inbound Call Flow
Genesys System Direct Routing Inbound Email Flow	An example inbound email flow for direct routing	Architect flow	Genesys System Direct Routing Inbound Email Flow
Genesys System Direct Routing Inbound Message Flow	An example inbound message flow for direct routing	Architect flow	Genesys System Direct Routing Inbound Message Flow
Get User by Address	A custom data action that you can use to retrieve the user ID of the direct routing agent that you want to target.	Data action	Get User by Address
Get Alerting Timeouts	A custom data action that you can use to retrieve the alerting timeout values the contact center admin set for the current queue for the various media types (calls, emails, and messages).	Data action	Get Alerting Timeouts
Get Direct Agent Backup Settings	A custom data action to retrieve, based on the direct routing agent’s user ID, whether to wait for the agent, the agent wait time, the ID of the agent’s backup user and queue.	Data action	Get Direct Agent Backup Settings
Get Queue Default Backup Settings	A custom data action to retrieve the current queue’s default settings for whether to wait for an agent, the wait time, and the ID of the backup queue.	Data action	Get Queue Default Backup Settings