Task and state editor actions

AI-generated summary

Genesys Cloud provides a comprehensive Architect workflow platform that enables organizations to design sophisticated call flows, IVR systems, and contact center automation through an extensive library of configurable actions organized across multiple functional categories. The platform enforces a maximum of 10,000 actions per flow invocation, with configurable error handling that defaults to disconnect but supports alternative paths such as Transfer to ACD, Jump to Menu, or Jump to Reusable Task. Selecting menu or reusable task alternatives automatically increases the action limit by 1,000 additional actions. The editor supports collapsing and expanding actions to simplify navigation of complex logic, with validation errors in collapsed actions automatically triggering expansion. Bot integration capabilities span multiple conversational AI platforms, including Google Dialogflow CX and ES, Amazon Lex (V1 and V2), Nuance Mix, and custom Audio Connectors for third-party voice bot integration. These integrations enable self-service applications and intelligent call routing before or instead of agent involvement. Genesys Cloud also supports native bot options including Call Bot Flow for Genesys Dialog Engine Bot Flow incorporation and Call Digital Bot Flow for Genesys digital bots. Data management features provide secured handling of sensitive information through encryption and decryption capabilities, conversation attributes creation and retrieval, participant data management, SIP header extraction for BYOC Cloud deployments, and external tag association with CRM systems. The platform supports Call Data actions for retrieving customer information from integrations, Call Decision Table for executing rule-based decisions, Data Table Lookup for accessing stored information, and UUI data passing through transfer and disconnect actions. Dynamic resource discovery actions enable runtime lookup of system resources including divisions, emergency groups, groups, language skills, queues, schedules, schedule groups, ACD skills, system and user prompts, users by email or ID, and utilization labels. These lookups support data sourcing from Call Data actions or lookup tables, facilitating intelligent routing to appropriate destinations based on real-time organizational data. Flow management actions enable adding milestones for granular reporting on customer journeys, initializing and setting flow outcomes to track success or failure, managing utilization labels, configuring screen pop scripts with input variables, and assigning wrap-up codes. Language selection functionality permits callers to choose preferred prompt languages, while callback creation reduces wait times and participant recording options enhance quality assurance capabilities. Logical control actions include Decision and Switch actions for conditional branching, Evaluate Schedule and Evaluate Schedule Group actions for schedule-based routing decisions, and Loop functionality with Next Loop and Exit Loop options for iterative processes. These capabilities support complex conditional logic and dynamic routing based on predefined business rules and runtime data. Transfer capabilities route callers to various destinations including ACD queuing systems, individual Genesys Cloud users or groups, external numbers, alternative call flows, secure flows, and voicemail systems. Menu actions allow creation of submenus and caller options including Jump to Menu, Previous Menu, and Repeat Menu for navigation control. Task actions facilitate complex IVR configuration by enabling Call Task, End Task, and Jump to Reusable Task capabilities to group related process steps into reusable flow routines. External contact management includes retrieval, organization lookup, contact promotion from ephemeral to curated contacts, updates, and search capabilities based on specified criteria. These functions support CRM integration and enable organizations to maintain comprehensive contact records throughout customer interactions. Audio processing features support Play Audio, Play Audio on Silence, Detect Silence, Flush Audio, Set Whisper Audio, and Transcription capabilities for inbound call flows. Detect Silence functionality identifies answering machines and verbal speech patterns in outbound dialing campaigns. In-queue call flows support Play Estimated Wait Time, Play Position in Queue, Play User Greeting, and Play User Name actions for enhanced caller experience. Input collection enables digit entry prompts for caller responses, while dial functionality supports extension-based transfers with graceful call disconnection options. The Disconnect action provides configurable call termination mechanisms, and Common Module flows enable reuse of previously created logic across compatible flow types. Inbound message flows support a maximum estimated wait time of 72 hours, with the Wait action pausing processes for specified durations or until designated times. Email-specific actions support Send Auto Reply, Get Email Headers, and intent detection for inbound email interactions. The platform supports workflow automation across multiple flow types including inbound call flows, outbound call flows, inbound chat flows, inbound message flows, in-queue call flows, in-queue email flows, in-queue message flows, secure call flows, digital bot flows, voice survey flows,

Feature coming soon: Genesys Digital Connector

The Architect task editor provides several tools that help you create a sequence of actions to make up a task. These task actions are available from the Architect Toolbox. A unique icon appears for each action, so you can easily identify it in the toolbox, task editor, and design area. The actions in the Architect Toolbox vary depending on your Genesys Cloud license plan. For more information about the task editor and the Toolbox, see the Suggested content.

Maximum number of actions in a flow

The maximum number of actions Architect runs per flow invocation is 10,000. If the system exceeds that number, the flow enters error handling. The default error handling is a disconnect; however flow authors can configure alternative actions, such as a Transfer to ACD, Jump to Menu, or Jump to Reusable Task.

If you choose to go to a menu or reusable task, Architect automatically increases the action by an extra 1,000 actions. This process allows you to configure an alternative path for the error handling. If you exceed the additional maximum, Architect performs a silent disconnect.

Architect considers each of the following processes as an action that counts toward the 10,000 limit:

Each time you enter a menu
Each menu action
Each task action

Note: Unlike menus, entering a task does not count as an executable action.

Collapse or expand an action

Within the task or state editor, and in task or state preview mode, you can collapse or expand actions. This feature is helpful when you want to hide lengthy pieces of logic that can make the task or state difficult to navigate.

Show meClick to expand

Note: Ongoing innovation may cause your interface to appear differently.

In any action or output, click More and from the menu that appears, click Collapse.
Architect indicates the number of actions that collapse as part of the task. It also shows if the collapsed actions end the task, state, or flow, and whether any actions are in error.

To expand the action, click the hidden actions message. Alternatively, click More and from the menu that appears, click Expand.

You can also collapse outputs rather than entire actions. For example, if you have a large amount of logic under a Switch action, you can collapse case configuration while you configure or view other cases that are related to the Switch action.

In addition, if you click a validation error that pertains to a collapsed action, Architect expands the action that contains the error.

To help familiarize yourself with actions in the task editor, review the following pages:

Actions available in inbound call flowsClick to expand

Category	Action	Description
Audio	Audio Monitoring	Direct Architect to start or stop streaming conversation audio to a third-party service and enable the external service to analyze the audio.
	Play audio	Add a prompt for the caller.
	Play Audio on Silence	Play a message (prompt or audio sequence) to completion.
	Detect Silence	Detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction.
	Flush Audio	Flush any queued audio within a call flow.
	Set Whisper Audio	Let the agent know which queue the caller selected.
	Transcription	Enable the voice transcription feature for call flows.
Bot	Call Audio Connector	Enable a previously configured Audio Connector integration and start streaming conversation audio to your third-party voice bot and then stream audio back to Genesys Cloud.
	Call Bot Flow	Open an existing Genesys Dialog Engine Bot Flow and incorporate it into your flow.
	Call Dialogflow CX	Open an existing Dialogflow CX bot and incorporate it into your flow.
	Call Dialogflow Bot	Open an existing Dialogflow ES bot and incorporate it into your flow.
	Call Lex Bot	Run self-service applications within a flow before or instead of routing a customer to an agent.
	Call Lex V2 Bot	Integrate call flows with Amazon Lex V2 functionality for processing and returning intents and slots to Architect.
	Call Nuance Bot	Open an existing Nuance Mix bot 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 a 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.
	Collect Input	Prompt a caller to enter a string of digits.
	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 Conversation Attribute	Retrieve an existing conversation attribute record.
	Get Conversation Attributes	Retrieve multiple existing conversation attribute records.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	Get Raw SIP Headers	Retrieve BYOC Cloud SIP headers in a string-type variable.
	Get SIP Headers	Retrieve BYOC Cloud SIP headers in a variable of JSON data type.
	Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	Set Participant Data	Set an attribute value on a call participant.
	Set UUI Data	Pass UUI data in transfer actions and disconnect actions.
	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.
Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
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	Find a specific organization, or use 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.
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 Group	Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	Find Language Skill	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 Post-Flow	Remove a post-flow action from the interaction.
	Clear Utilization Label	Remove a utilization label from an interaction.
	Create Callback	Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
	Enable Participant Recording	Provide callers the option of allowing Genesys Cloud to record the inbound call.
	Get Assigned Customer Intents action	Retrieve the last 25 customer intents previously associated with an external contact.
	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 Language	Allow callers to select the appropriate language in which to hear prompts.
	Set Post-Flow	Assign a post-flow action to the interaction to transfer to an inbound call 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 Wrapup Code	Allow agents to select the appropriate in which to assign to the call.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to 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 a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Menu	Menu	Create a submenu.
	Jump to Menu	Give callers the option of transferring immediately to a designated menu.
	Previous Menu	Give callers the option of transferring to the previous menu.
	Repeat Menu	Give callers the option of hearing the current menu again.
Task	Call Task	Call another task.
	End Task	End a task in a process.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	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.
	Transfer to User	Transfer a caller directly to a Genesys Cloud user.
	Transfer to Number	Transfer a caller to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
	Transfer to Flow	Transfer a caller to another call flow.
	Transfer to Secure Flow	Transfer a caller to a secure call flow.
	Transfer to Voicemail	Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail.

Actions available in inbound message flowsClick 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.

Actions available in inbound email flowsClick to expand

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

Category	Action	Description
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 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.
	Detect Intent	Detect and handle specific intents during an inbound email interaction.
	Get Email Headers action	Retrieve the email headers in a variable of the JSON data type.
	Get Response	Use with the Send Auto Reply action to send an automated reply to a customer.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	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.
Email	Send Auto Reply	Send an email reply to a customer based on the inbound email interaction’s attributes.
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 Wrapup Code	Allow agents to select the appropriate in which to assign to the call.
Logical	Decision	Direct the process branch, depending on whether or not a condition is true.
	Switch	This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. Configure a switch action to specify what has to be done by Architect, when, and under which circumstances.
	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.
State	State	Use a state to group tasks together into logical units.
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	Use the Transfer to ACD action to transfer a caller into a queuing system.
Wait	Wait	Pause the email process for a duration or until a time that you specify.

Actions available in inbound chat flowsClick to expand

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 Bot Flow	Create a new bot flow, or integrate an existing bot flow into your 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.
	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.
	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 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	Find a specific organization, or with the Get External Contact action to find a specific person.
	Search External Contacts	Find one or more external contacts based on your search terms.
Find	Search External Contacts	Find one or more external contacts based on your search terms.
	Find Language Skill	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 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 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 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 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 Sessions by Customer	Retrieve a list of current and previous sessions for a given customer ID and ID type, and then 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 a condition is true.
	Switch	Configure a switch action to specify what Architect does, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set when to evaluate multiple cases.
	Evaluate Schedule	Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
	Evaluate Schedule Group	Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
Loop	Loop	Direct your 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 this action inside a Loop action and end and exit the current loop, and to continue flow execution by moving to the following action.
Send	Send Response	Configure a message and return it to a recipient.
State	State	Use a state to group tasks together into logical units.
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 message into a queuing system.
Wait	Wait	Pause the message process for a duration or until a time that you specify.

Actions available in outbound call flowsClick to expand

Category	Action	Description
Audio	Audio Monitoring	Direct Architect to start or stop streaming conversation audio to a third-party service and enable the external service to analyze the audio.
	Play audio	Add a prompt for the caller.
	Play Audio on Silence	Play a message (prompt or audio sequence) to completion.
	Detect Silence	Detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction.
	Set Whisper Audio	Let the agent know which queue the caller selected.
	Transcription	Enable the voice transcription feature for call flows.
Bot	Call Audio Connector	Enable a previously configured Audio Connector integration and start streaming conversation audio to your third-party voice bot and then stream audio back to Genesys Cloud.
	Call Bot Flow	Open an existing Genesys Dialog Engine Bot Flow and incorporate it into your flow.
	Call Dialogflow CX	Open an existing Dialogflow CX bot and incorporate it into your flow.
	Call Dialogflow Bot	Open an existing Dialogflow ES bot and incorporate it into your flow.
	Call Lex Bot	Run self-service applications within a flow before or instead of routing a customer to an agent.
	Call Lex V2 Bot	Integrate call flows with Amazon Lex V2 functionality for processing and returning intents and slots to Architect.
	Call Nuance Bot	Open an existing Nuance Mix bot 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	Add custom data to a conversation, based on a schema that an administrator previously created in Genesys Cloud.
	Call Lex Bot	Run self-service applications within a flow before or instead of routing a customer to an agent.
	Collect Input	Prompt a caller to enter a string of digits.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	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 External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	Set Participant Data	Set an attribute value on a call participant.
	Set UUI Data	Pass UUI data in transfer actions and disconnect actions.
	Update Conversation Attribute	Update an existing conversation attribute record.
	Update Data	Assign values to flow or task level variables.
Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
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 Group	Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	Find Language Skill	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.
	Create Callback	Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
	Enable Participant Recording	Use this action to provide callers the option of allowing Genesys Cloud to record the inbound call.
	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 Language	Allow callers to select the appropriate language in which to hear prompts.
	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 Wrapup Code	Allow agents to select the appropriate in which to assign to the call.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use this 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 this action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Menu	Menu	Create a submenu.
	Jump to Menu	Give callers the option of transferring immediately to a designated menu.
	Previous Menu	Give callers the option of transferring to the previous menu.
	Repeat Menu	Give callers the option of hearing the current menu again.
Task	Call Task	Call another task.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
	Transfer to User	Transfer a caller directly to a Genesys Cloud user.
	Transfer to Number	Transfer a caller to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
	Transfer to Flow	Transfer a caller to another call flow.
	Transfer to Secure Flow	Transfer a caller to a secure call flow.
	Transfer to Voicemail	Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail.

Actions available in bot flowsClick to expand

This table describes the available Architect actions that you can implement into your voice bot flows. After you build the voice bot flow, use the Call Bot Flow action to call it from voice, chat, and message flows.

Category	Action	Description
AI Studio	Call Guide	Use this action in a bot flow that is enabled with Virtual Agent to execute a guide.
Ask	Ask for Intent	Call an intent that describes a goal or task that a user wants to do, such as tracking their package or booking a cab.
	Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
	Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
Bot	Call Bot Flow	Create a new bot flow, or integrate an existing bot flow into your flow.
Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
	Call Secure Data Action	In secure bot flow tasks, use this action to call sensitive values from a data action database.
	Create Conversation Attribute	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 Conversation Attribute	Retrieve an existing conversation attribute record.
	Get Conversation Attributes	Retrieve multiple existing conversation attribute records.
	Extract Secure Data	In secure bot flows, use this action to copy secure data to a non-secure variable of the same type.
	Get Response	Select a predefined from the Canned Responses library and add it to an inbound email, message, or bot flow.
	Update Data	Assign values to flow or task level variables.
	Update Conversation Attribute	Update an existing conversation attribute record.
Disconnect	Disconnect	An alternative way to end the bot flow.
Disconnect	Exit bot flow	An alternative way to end the bot flow.
Find	Find Division	Find a division using its name.
	Find Divisions	Find one or more divisions using their names.
	Find Grammar	Search for a grammar based on a string name at IVR runtime.
	Find Grammar by ID	Reference a grammar dynamically and find that grammar based on an ID at IVR runtime.
	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
	Find Group	Find a Genesys Cloud group based on its name during an interaction. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	Find Language Skill	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 User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
	Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
	Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
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.
	Search External Contacts	Find one or more external contacts based on your search terms.
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 Slot	Select the slot to clear.
	Clear Utilization Label	Remove a utilization label from an interaction.
	Get Assigned Customer Intents action	Retrieve the last 25 customer intents previously associated with an external contact.
	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 Intent	Set an intent as the active intent.
	Set Language	Allows callers to select the preferred language in which to hear prompts or display prompt text
	Set Utilization Label	Dynamically apply a utilization label to an interaction.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
	Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
	Anything Else? Loop	Make your process repeat a series of actions and then ask recipients what they would like to do next.
	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 this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
	Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	End Task	End a task in a process.
Transfer	Transfer to ACD	Transfer an interaction into a queuing system.
	Transfer to User	Transfer an interaction directly to a Genesys Cloud user.
	Transfer to Number	Transfer an interaction to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.

Actions available in digital bot flowsClick to expand

This table describes the available Architect actions that you can implement into your bot flows. After you build the bot flow, use the Call Digital Bot Flow action to call it from the message flows.

Icon	Category	Action	Description
	AI Studio	Call Guide	Use this action in a digital bot flow that is enabled with Virtual Agent to execute a guide.
	Ask	Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
		Ask to Authenticate	Use this action to authenticate the bot participant during a messaging conversation.
		Ask for Payment	Use this action to request payment from a customer who is purchasing goods and services through a digital messaging channel.
		Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
		Digital Menu	Offer guidance and other options to your customer.
		Wait for Input	Allow the bot to wait for customer input.
		Form	Use this action to send forms configured previously by an administrator in canned responses.
	Bot	Call Digital Bot Flow	Open a new or existing Genesys Digital Bot Flow.
	Communicate	Communicate	Interact with a customer through one-way communication.
		Send Application	Use this action to send rich media from a supported application to your messaging contacts.
		Send Rich Link action	Use the Send Rich Link action in digital bot flows to send rich links to your messaging contacts.
		Show Knowledge Article	Select a knowledge article from the knowledge base that you configure in Natural Language Understanding > Knowledge for this flow.
	Data	Send Knowledge Feedback	Capture customer feedback after the bot presents an article from a Show Knowledge Article action.
		Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Call Secure Data Action	In secure bot flow tasks, use this action to call sensitive values from a data action database.
		Create Conversation Attribute	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 Conversation Attribute	Retrieve an existing conversation attribute record.
		Get Conversation Attributes	Retrieve multiple existing conversation attribute records.
		Extract Secure Data	In secure bot flows, use this action to copy secure data to a non-secure variable of the same type.
		Get Response	Select a predefined from the Canned Responses library and add it to an inbound email, message, or bot flow.
		Update Data	Assign values to flow or task level variables.
		Update Conversation Attribute	Update an existing conversation attribute record.
	Disconnect	Disconnect	End the bot flow interaction.
	Disconnect	Exit bot flow	An alternative way to end the bot flow.
	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.
	Find	Find Division	Find a division using its name.
		Find Divisions	Find one or more divisions using their names.
		Find Language Skill	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 Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
		Find Group	Find a Genesys Cloud group based on its name during an interaction.
		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 User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
		Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR 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 Slot	Select the slot to clear.
		Clear Utilization Label	Remove a utilization label from an interaction.
		Get Assigned Customer Intents action	Retrieve the last 25 customer intents previously associated with an external contact.
		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 Language	Allows callers to select the preferred language in which to hear prompts or display prompt text
		Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		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.
		Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
		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 this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
		Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Transfer	Transfer to ACD	Transfer a caller into a queuing system.
	Transfer	Transfer to User	Transfer an interaction directly to a Genesys Cloud user.

Actions available in common module flowsClick to expand

The actions that appear here depend on the compatible flow types you select when you create the common module flow.

Common module flows enable you to share common action and data types across flows. However, you cannot share flow-specific actions across different flow types. If you select multiple flow types, the system limits actions and data types to the actions that the different flow types share.

For example, you can use a Send an Auto Reply action in email flows but not call flows. Therefore, if you select common module compatibility for email and call flows, the Send Auto Reply action does not appear. If you only choose email flow compatibility, then all actions available in email flows appear for use in the common module flow.

Actions available in in-queue call flowsClick to expand

Category	Action	Description
Audio	Play Audio	Add a prompt for the caller.
	Play Audio on Silence	Play a message (prompt or audio sequence) to completion.
	Play Estimated Wait Time	Make educated estimates on wait time based on historical data, and play the wait time back to the caller.
	Play Position in Queue	Inform callers of their place in the queue.
	Play User Greeting	Play a user’s personal voicemail greeting.
	Play User Name	Play a user’s name.
	Flush Audio	Flush any queued audio within a call flow.
	Detect Silence	Detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction.
	Set Whisper Audio	Let the agent know which queue the caller selected.
Bot	Call Audio Connector	Enable a previously configured Audio Connector integration and start streaming conversation audio to your third-party voice bot and then stream audio back to Genesys Cloud.
	Call Bot Flow	Create a new bot flow, or integrate an existing bot flow into your flow.
	Call Dialogflow CX	Open an existing Dialogflow CX bot and incorporate it into your message flow.
	Call Dialogflow Bot	Open an existing Dialogflow ES bot 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 Lex V2 Bot	Integrate call flows with Amazon Lex V2 functionality for processing and returning intents and slots to Architect.
	Call Nuance Bot	Open an existing Nuance Mix bot 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.
Conversation	Set Priority	Set the appropriate priority of the current interaction while it waits in a queue
Conversation	Set Skills	Set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue
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.
	Collect Input	Prompt a caller to enter a string of digits.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	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.
	Get Raw SIP Headers	Retrieve BYOC Cloud SIP headers in a string-type variable.
	Get SIP Headers	Retrieve BYOC Cloud SIP headers in a variable of JSON data type.
	Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	Set Participant Data	Set an attribute value on a call participant.
	Set UUI Data	Pass UUI data in transfer actions and disconnect actions.
	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.
Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
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	Find a specific organization, or with the Get External Contact action to find a specific person.
	Update External Contact action	Update an existing external contact record during a conversation.
	Promote External Contact action	Promote an ephemeral or identified contact to a curated (external) contact.
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 Group	Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	Find Language Skill	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 Prompt	Look up Architect user 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 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	Clear Post-Flow	Remove a post-flow action from the interaction.
	Clear Utilization Label	Remove a utilization label from an interaction.
	Create Callback	Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
	Enable Participant Recording	Use this action to provide callers the option of allowing Genesys Cloud to record the inbound call.
	Set Post-Flow	Assign a post-flow action to the interaction to transfer to an inbound call 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 Language	Allow callers to select the desired language in which to hear prompts.
	Set Utilization Label	Dynamically apply a utilization label to an interaction.
Hold Music	Hold Music	Use this action to set up the audio behavior while a caller is waiting in a queue.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use this 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 this action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
	Transfer to User	Transfer a caller directly to a Genesys Cloud user.
	Transfer to Number	Transfer a caller to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
	Transfer to Flow	Transfer a caller to another call flow.
	Transfer to Secure Flow	Transfer a caller to a secure call flow.
	Transfer to Voicemail	Transfer a caller to a Genesys Cloud user’s voicemail.

Actions available in in-queue email flowsClick to expand

Category	Action	Description
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Conversation	Set Priority	Set the appropriate priority of the current interaction while it waits in a queue
Conversation	Set Skills	Set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue
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 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 Email Headers action	Retrieve the email headers in a variable of the JSON data type.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	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).
	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	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	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 Prompt	Look up Architect user 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 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	Clear Utilization Label	Remove a utilization label from an interaction.
	Set Language	Allow callers to select the desired language in which to hear prompts.
	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.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use this 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 this action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Email	Send Auto Reply	Send an email reply to a customer based on the inbound email interaction’s attributes.
State	State	Use a state to group tasks together into logical units.
State	End State	End the current task in the process.
Task	Call Task	Call another task.
Task	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
Wait	Wait	Pause the email process for a duration or until a time that you specify.

Actions available in in-queue message flowsClick to expand

Category	Action	Description
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Conversation	Set Priority	Set the appropriate priority of the current interaction while it waits in a queue
Conversation	Set Skills	Set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue
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.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	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).
	Set Participant Data	Set an attribute value on a call participant.
	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	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.
	Search External Contacts	Find one or more external contacts based on your search terms.
Find	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
	Find Language Skill	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 Prompt	Look up Architect user 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 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	Clear Utilization Label	Remove a utilization label from an interaction.
	Set Language	Allow callers to select the desired language in which to hear prompts.
	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.
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.
Journey	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 a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use this 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 this action inside a Loop action to end 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	Use a state to group tasks together into logical units.
State	End State	End the current task in the process.
Task	Call Task	Call another task.
Task	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
Wait	Wait	Pause the email process for a duration or until a time that you specify.

Actions available in secure call flowsClick to expand

Category	Action	Description
Audio	Play Audio	Add a prompt for the caller.
	Play Audio on Silence	Play a message (prompt or audio sequence) to completion.
	Play Position in Queue	Inform callers of their place in the queue.
	Detect Silence	Detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction.
	Flush Audio	Flush any queued audio within a call flow.
	Set Whisper Audio	Let the agent know which queue the caller selected.
Bot	Call Audio Connector	Enable a previously configured Audio Connector integration and start streaming conversation audio to your third-party voice bot and then stream audio back to Genesys Cloud.
	Call Bot Flow	Open an existing Genesys Dialog Engine Bot Flow and incorporate it into your flow.
	Call Dialogflow CX	Open an existing Dialogflow CX bot and incorporate it into your message flow.
	Call Dialogflow Bot	Open an existing Dialogflow ES bot 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 Lex V2 Bot	Integrate call flows with Amazon Lex V2 functionality for processing and returning intents and slots to Architect.
	Call Nuance Bot	Open an existing Nuance Mix bot 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.
	Call Secure Data	Call specific attributes from a data action database.
	Collect Input	Prompt a caller to enter a string of digits.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	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.
	Extract Secure Data	Copy secure data to a non-secure variable of the same type.
	Get Participant Data	Set up an attribute to retrieve from a call participant.
	Get Raw SIP Headers	Retrieve BYOC Cloud SIP headers in a string-type variable.
	Get SIP Headers	Retrieve BYOC Cloud SIP headers in a variable of JSON data type.
	Set Participant Data	Set an attribute value on a call participant.
	Set UUI Data	Pass UUI data in transfer actions and disconnect actions.
	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.
Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
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 Group	Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	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.
	Create Callback	Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
	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 Language	Allow callers to select the desired language in which to hear prompts.
	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.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	This action is similar to a Decision action, and is easy to set up for multiple case evaluations. Configure a switch action to specify what Architect should do, when to do it, and under which circumstances.
Loop	Loop	Direct your process to 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 a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Menu	Menu	Create a submenu.
	Jump to Menu	Give callers the option of transferring immediately to a designated menu.
	Previous Menu	Give callers the option of transferring to the previous menu.
	Repeat Menu	Give callers the option of hearing the current menu again.
Return to Agent	Return to Agent	Depending on the flow design, add this action at the end of the secure flow to: Return the caller can return to the initial flow and reconnect with an agent. Disconnect the call if the flow instance is the only other participant other than the current call.
Task	Call Task	Call another task.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
	Transfer to User	Transfer a caller directly to a Genesys Cloud user.
	Transfer to Number	Transfer a caller to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
	Transfer to Flow	Transfer a caller to another call flow.
	Transfer to Secure Flow	Transfer a caller to a secure call flow.
	Transfer to Voicemail	Use the Transfer to Voicemail action from the Toolbox to transfer a caller to a Genesys Cloud user’s voicemail.

Actions available in the voicemail flowClick to expand

Category	Action	Description
Audio	Play Audio	Add a prompt for the caller.
	Play Audio on Silence	Play a message (prompt or audio sequence) to completion.
	Detect Silence	Detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction.
	Clear Voicemail Snippet	At runtime, this action sets the Voicemail.VoicemailSnippet variable value to a NOT_SET voicemail snippet value.
	Flush Audio	Flush any queued audio within a call flow.
	Process Voicemail Input	Collect a voicemail snippet, or message, from the caller, or to process an incoming fax.
	Submit Voicemail Snippet	Retrieve and send a selected portion of the voicemail.
	Set Whisper Audio	Let the agent know which queue the caller selected.
Bot	Call Bot Flow	Create a new bot flow, or integrate an existing bot flow into your message flows.
	Call Dialogflow CX	Open an existing Dialogflow CX bot and incorporate it into your message flow.
	Call Dialogflow Bot	Open an existing Dialogflow ES bot 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 Lex V2 Bot	Run self-service applications within a flow before or instead of routing a customer to an agent.
	Call Nuance Bot	Open an existing Nuance Mix bot 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 action	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.
	Collect Input	Prompt a caller to enter a string of digits.
	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 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.
	Set UUI Data	Pass UUI data in transfer actions and disconnect actions.
	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.
Dial	Dial By Extension	Set up functionality that allows the caller to dial and transfer to a specific extension.
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	Find a specific organization, or with the Get External Contact action to find a specific person.
	Update External Contact action	Update an existing external contact record during a conversation.
	Promote External Contact action	Promote an ephemeral or identified contact to a curated (external) contact.
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 Group	Find a Genesys Cloud group based on its name at IVR runtime. Source group data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to Group action that sends the interaction to the appropriate group.
	Find Language Skill	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 Prompt	Look up Architect user 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 Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
Flow	Create Callback	Provide an option for an agent to call the customer back to reduce the in-queue wait time or provide the customer with information later.
	Clear Utilization Label	Remove a utilization label from an interaction.
	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 Language	Allow callers to select the desired language in which to hear prompts.
	Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Set Wrapup Code	Allow agents to select the appropriate in which to assign to the call.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Switch	Configure a switch action to specify what Architect should do, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set up for multiple case evaluations.
Loop	Loop	Direct your process to repeat a series of actions before it goes on to the next action in your design.
	Next Loop	Use this 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 this action inside a Loop action to end the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
Menu	Menu	Create a sub-menu.
	Jump to Menu	Give callers the option of transferring immediately to a designated menu.
	Previous Menu	Give callers the option of transferring to the previous menu.
	Repeat Menu	Give callers the option of hearing the current menu again
Task	Call Task	Call another task.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
	Task	Build complex IVR options; for example, to group related steps of a process together to create a flow routine.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
	Transfer to User	Transfer a caller directly to a Genesys Cloud user.
	Transfer to Number	Transfer a caller to an external number.
	Transfer to Group	Transfer a caller directly to a Genesys Cloud group.
	Transfer to Flow	Transfer a caller to another call flow.

Actions available in workflowsClick to expand

Category	Action	Description
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 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 Response	Select a predefined from the Canned Responses library and add it to the flow.
	Get Conversation Data	Use the Get Conversation Data action in a task to set up an attribute to retrieve from a workflow participant.
	Set Conversation Data	Use the Set Conversation Data action in a task to assign an attribute value on an interaction 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	End Workflow	Provide an exit reason and end the workflow.
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.
	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	Find an ACD language skill based on its string name at runtime.
	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	Find a Queue by Id 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.
	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.
Flow	Set Language	Set the appropriate language for the workflow to use.
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.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
	Evaluate Schedule	Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
	Evaluate Schedule Group	Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
Loop	Loop	Direct your 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 this action inside a Loop action and end and exit the current loop, and to continue flow execution by moving to the following action.
Send	Send Notification	Send a notification to Genesys Cloud users within a Genesys Cloud organization.
State	State	Jump the process directly to the beginning of a different state without any intervening steps.
Task	Task	Build complex IVR options; for example, group related steps of a process together to create a flow routine.
Task	Call Task	Call another task.
Wait	Wait	Pause the message process for a duration or until a time that you specify.

Actions available in (web) survey invite flowsClick to expand

Category	Action	Description
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Customer Secured Data	Decrypt Data	Decrypt data in Architect flows by using your own encryption key.
Customer Secured Data	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 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 Response	Use with the Send Auto Reply action to send an automated reply to a customer. This action enables you to personalize the survey invitation by adding specific details to the survey. For example, date of contact, customer name, agent name, communication type, and survey URL.
	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.
External Contacts	Get External Contact	Retrieve information about an existing external contact.
	Get External Organization	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	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 User	Search for a Genesys Cloud user based on an email address at IVR runtime.
	Find User by ID	Reference a Genesys Cloud 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.
State	Change State	Jump the process directly to the beginning of a different state without any intervening steps.
Survey Invites	Abort Survey	Determine if the contact selects to opt out of surveys and if so, end the conversation even if the policy matches the contact.
Survey Invites	Complete Survey	Set up a customized email that invites your external contacts to take a survey after completing an interaction with an agent or representative.
Task	Task	Build complex IVR options; for example, group related steps of a process together to create a flow routine.
Task	Call Task	Call another task.
Wait	Wait	Pause the survey invite process for a duration or until a time that you specify.

Actions available in voice survey flowsClick to expand

This table describes the available Architect actions that you can implement into your voice survey flows. After you build the voice survey flow, use the Set Post-Flow action to call it from an inbound call flow.

Category	Action	Description
Ask	Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
	Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
	Ask Survey Question	The Ask Survey Question action is primarily an action that Architect automatically creates and fills in based on the specific survey form question that the action corresponds to in a survey form. You can add additional Ask Survey Question actions to a voice survey to use a survey question that the original survey form contains.
Communicate	Communicate	Interact with a customer through one-way communication.
Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
	Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
	Get Response	Select a predefined from the Canned Responses library and add it to an inbound email, message, or bot flow.
	Update Data	Assign values to flow or task level variables.
Disconnect	Disconnect	An alternative way to end the bot flow.
Find	Find Grammar	Search for a grammar based on a string name at IVR runtime.
	Find Grammar by ID	Reference a grammar dynamically and find that grammar based on an ID at IVR runtime.
	Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
	Find User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
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.
	Search External Contacts	Find one or more external contacts based on your search terms.
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 Slot	Select the slot to clear.
	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.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
Logical	Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
	Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
	Anything Else? Loop	Make your process repeat a series of actions and then ask recipients what they would like to do next.
	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 this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
	Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.

Actions available in workitem flowsClick to expand

This table describes the available Architect actions that you can implement into your workitem flows.

Category	Action	Description
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Conversation	Set Priority	Set the appropriate priority of the current interaction while it waits in a queue
Conversation	Set Skills	Set or assign the appropriate ACD and language skills to associate with an interaction while it waits in a queue
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.
	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.
	Get Conversation Data	Use the Get Conversation Data action in a task to set up an attribute to retrieve from a workflow participant.
	Set Conversation Data	Use the Set Conversation Data action in a task to assign an attribute value on an interaction participant.
	Set External Tag	Associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR).
	Update Data	Assign values to flow or task level variables.
	Update Workitem	Update both built-in and custom attributes of a workitem.
Disconnect	Disconnect Workitem	Disconnect an agent from a workitem.
	Exit Workitem Flow	Exit the workitem flow.
	Terminate Workitem	End a workitem.
Find	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
	Find Language Skill	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 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 Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
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.
	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.
Flow	Clear Utilization Label	Remove a utilization label from an interaction.
	Set Language	Allow callers to select the appropriate language in which to hear prompts.
	Set Utilization Label	Dynamically apply a utilization label to an interaction.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
	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 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 this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
State	State	Use a state to group tasks together into logical units.
State	Change State	Jump the process directly to the beginning of a different state without any intervening steps.
Task	Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
Task	End Task	End a task in a process.
Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
Transfer	Transfer to User	Transfer a caller directly to a Genesys Cloud user.

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