Work with Genesys Dialog Engine Bot Flows

AI-generated summary

Genesys Cloud provides Dialog Engine Bot Flows functionality that enables administrators and contact center managers to create sophisticated bot flows within Architect using natural language understanding (NLU) technology to process customer input. The feature supports drag-and-drop action building and is PCI DSS-compliant for secure call flows. Bot flow configuration is managed through the Natural Language Understanding menu for handling intents, slots, slot types, and knowledge, along with an Insights and Optimizations menu for performance measurement. The User Input menu configures bot behavior during confirmation or input matching failures, while data resource management allows editing and filtering of variables throughout the flow. The platform offers a comprehensive set of bot flow actions across multiple categories: AI Studio actions (Call Guide for Virtual Agent-enabled flows), Ask actions (Ask for Intent, Ask for Yes/No, Ask for Slot), Bot actions (Call Bot Flow for integration), and Data actions (Call Data, Call Secure Data Action, Create/Get Conversation Attributes, Data Table Lookup, Extract Secure Data). These actions enable retrieval of customer information from data integrations, management of conversation attributes based on administrator-defined schemas, and access to sensitive values in secure bot flow tasks. Expression support enables creation of complex flow calculations, while built-in variables provide read-only reference capabilities. Bot flows integrate with voice, chat, and message flows through the Call Bot Flow action. Response management retrieves predefined canned responses for emails, messages, and bot flows, while data operations assign values to flow or task-level variables and update conversation attributes. Disconnection and exit bot flow actions provide alternative termination methods. Extensive search and lookup capabilities support runtime operations, including finding divisions, grammars, emergency groups, groups, language skills, queues, schedules, schedule groups, ACD skills, system prompts, users, user prompts, and utilization labels by name or ID. These functions integrate with data dips such as Call Data actions and data tables to source information for subsequent transfer operations. External contact management features enable retrieval of existing external contact and organization information, promotion of ephemeral or identified contacts to curated contacts, and searching for external contacts based on specified criteria. The platform captures the last 25 intents associated with external contacts for customer intent retrieval. Flow tracking and configuration actions include adding flow milestones for granular customer journey reporting, initializing and setting flow outcomes to track success or failure metrics, managing conversation slots, applying utilization labels, setting active intents, and enabling language selection for caller-preferred prompt delivery. Decision-based actions include Logical Decision for conditional branching, Evaluate Schedule and Evaluate Schedule Group for schedule-based routing, and Switch for multi-case evaluation. Process control actions enable Loop functionality for repeating action series, Loop Until for iteration with exit criteria, Anything Else Loop for recipient prompts, Next Loop to continue iterations, and Exit Loop to terminate loops. Task actions allow grouping related process steps with capabilities to Call Tasks, Jump to Reusable Tasks, and End Tasks. Transfer actions direct interactions to various destinations: Transfer to ACD routes interactions into queuing systems, Transfer to User sends interactions directly to Genesys Cloud users, Transfer to Number routes to external numbers, and Transfer to Group directs callers to Genesys Cloud groups. These capabilities collectively enable administrators and developers to construct sophisticated, conditional, and reusable contact routing and process automation workflows.

Administrators and contact center managers can create bot flows in Architect through a natural language understanding (NLU) engine that can understand and process information the customer provides as input. Drag and drop actions to build your bot along with NLU.

Note: This feature is PCI DSS-compliant and you can use them in Architect secure call flows. For information about PCI DSS, see .

To help familiarize yourself with bot flows in Architect, review the following pages:

Bot flow configuration and setupClick to expand

Page	Description
About Genesys Dialog Engine Bot Flows	Find articles that describe and demonstrate how to use Architect to build a bot and then use it in a call or chat flow.
About Architect	Discover Architect features and learn how to use Architect to build flows.
About bots	Learn how to create bot integrations for use in Architect interaction flows.
Create a bot flow	Learn how to create a bot flow.
Natural Language Understanding menu	Quickly access, analyze, and configure intents, slots, slot types, and knowledge for your bot and enhance the customer journey.
Insights and Optimizations menu	Efficiently measure performance and identify enhancement opportunities within a unified workspace.
Set up default action settings
Set up user input for a bot flow	The User Input menu lets you set up bot behavior when the bot cannot confirm a caller’s match or input.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for flows.
Expression help feature	Learn how to access the built-in expression resource to assist when creating bot flow task expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect read-only, built-in variables for bot flows.
Manage a variable	Edit a variable’s values.

Bot flow actions and tasksClick 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.