In a future release, Genesys Cloud will enable administrators and flow authors to assign Architect user prompts to divisions. Division-based access control will determine which users can view, edit, and delete user prompts based on their permissions within the prompt’s assigned division. This change helps organizations separate and manage prompts across business units, regions, brands, or other organizational boundaries while preventing users from managing prompts outside the divisions they have permission to access.

What’s changing

Genesys Cloud will add division support for user prompts in the following areas:

• Prompt list – A new Division column and division filter will show which division each user prompt belongs to. Users will only see prompts in divisions where they have the required permissions, while unassigned prompts remain visible to all users with the appropriate Architect permissions.
• Prompt creation – Users can assign a division when they create a user prompt from Architect > Prompts > Add Prompt or while authoring a flow. Users can only assign prompts to divisions where they have the required permissions.
• Prompt management – Users can view, edit, or delete a user prompt only when they have the required permission in a role assigned to that prompt’s division.
• Bulk import – The CSV bulk import format will include a division column so users can assign imported user prompts to divisions.
• Existing prompts – Genesys Cloud will assign existing user prompts to the Unassigned division so that users who currently have access to those prompts can continue to access them.

Why this matters

Organizations can control access to user prompts using the same division structure they use for other Genesys Cloud resources. This is particularly useful when different business units, regions, brands, or customers should manage their own prompts without having access to prompts that belong to other parts of the organization.

Action required

No action is required for existing user prompts – Genesys Cloud will assign them to the Unassigned division so that existing access is preserved. Administrators can assign or reassign user prompts to divisions when they want to restrict access based on division permissions.