Set up a flow

AI-generated summary

Genesys Cloud's Architect is a no-code platform that enables non-programmers to design and manage interactive call flows and IVR systems without requiring coding expertise. The platform allows users to create and configure menu structures, establish timeout behaviors for caller input, and set up DTMF and speech recognition settings through an intuitive interface. Core functionality includes building menu systems and tasks using the Architect toolbox, creating audio sequences for caller playback, and establishing call routing logic by comparing incoming calls against user-defined variables to determine appropriate handling. The platform provides two primary editing environments: the menu editor, which offers exclusive settings for DTMF and speech recognition configuration, and the task editor, which enables creation of sophisticated action sequences for complex IVR operations. Both environments support ordered sequences of actions that can be organized and configured to handle various call scenarios. Users can manage flow resources including variables and prompts through the platform's resource management interface and navigate to specific locations within call flows where resources exist. Access to Architect functionality is controlled through role-based permissions, requiring specific grants for flow creation (Architect > Flow - Add), editing (Architect > Flow - Edit), and viewing (Architect > Flow - View). Newly created flows require a few seconds to appear in the system, with a Refresh option available on the Architect Home page to update the flow list. The platform includes feedback mechanisms allowing users to report on content accuracy, clarity, and helpfulness, with options to categorize issues such as incomplete information, outdated content, or navigation difficulties. Additional support resources include comprehensive documentation on core functionality, task and flow management, call flow design patterns, expression handling, permission configuration, and interaction routing design, along with access to community support channels.

PrerequisitesClick to expand

Architect allows the flow author to link together predefined operations, or flows, to create simple or sophisticated menu applications. Non-programmers can create and manage menu interactions by filling out and linking forms in Architect. Architect compares calls to user-defined variables that determine how to process the call.

Note: Newly created flows take a few seconds to appear. Because authors typically configure the flow immediately, this delay may go unnoticed. To update the current list, click Refresh on the Architect Home page.

To help familiarize yourself with Architect features, review the following pages:

Page	Features you can configure
Set the timeout behavior	Set up a caller’s predetermined amount of time to enter digits before the system times out.
DTMF and speech recognition settings in menus	When you add an action to menu choices, Architect provides exclusive menu settings that are not available when you use the action in a task sequence. These actions include DTMF and speech recognition.
Architect toolbox overview	On the call flow’s main page, the Toolbox includes action categories to help build the starting menu and reusable menus. In the task editor, the Toolbox provides action categories and options to create complex IVR operations.
Configure a call flow’s default settings	Set up the default call flow behavior for menus, speech recognition, event handling, supported language, and actions.
View flow resources	Manage and view details about the string variables and prompts used within the call flow. View or navigate to the location in the call flow where the resource exists.
About audio sequences	Set up an ordered sequence of audio elements to play to the caller in menus and tasks.
Task and state editor actions	In the task editor, Architect provides several tools to help you build a sequence of actions to make up a task.

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Set up a flow

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