Common call flow design tasks

AI-generated summary

Genesys Cloud provides tools to design call flows that deliver a positive customer experience. Key capabilities include building menus, configuring speech recognition, transferring calls, and deleting unwanted actions. Call flows enable routing incoming calls, presenting menu options, and transferring to numbers, flows, agents or voicemail. Careful menu design, appropriate prompts, and optimized task sequencing ensure callers reach their goals. Admins can create flows, edit choices, manage languages, and override speech recognition settings.

A well-designed flow is essential to creating a good first impression for your callers. Careful consideration should be taken when planning and implementing the flow, including:

How many items should be in each menu
How many levels deep the menus should be
Appropriate prompts to direct the customer to action
Task sequencing for complex or detailed groups of actions

For more information on basic steps to building a flow, as well as roles and Architect user read-only, editor, or admin permissions, see the Related articles.

Call flow tasks explained (video)

These articles are designed to help the flow designer with building the flow. Flow administrators and editors can create and manage flow operations.

Task	Description
Create a flow	Create a new inbound, outbound, or in-queue flow.
Specify speech recognition settings	Specify default settings for the configuration’s speech recognition behavior.
Select a flow's supported languages	Add language resources and specify the default language for prompt playback.
Add a menu	Add a starting menu, or add a reusable menu.
Create a simple menu choice	Create a menu choice that ties to a digit and, optionally, speech recognition, and represent a list of options for the caller.
Create a sub-menu	Create a sub-menu to add branches to your existing auto-attendant menu.
Create a Select Language menu	Create a menu that gives callers the option of selecting a preferred language.
Override default speech recognition settings	Modify default speech recognition settings as defined in the flow’s Settings area.
Enter speech recognition terms	Enter keywords and phrases a caller might use to verbally indicate the location to which they want to transfer.
Set up a Transfer to Number action	Transfer a call to a telephone number outside of your organization.
Set up a Transfer to Flow action	Transfer the current call to another flow defined for this server.
Set up a Transfer to User action	Send a call to a specific person or agent.
Set up a Transfer to Voicemail action	Send a call to a user's voicemail.
Delete a menu choice or task action at the flow level	Delete a menu choice from a main menu, reusable menu, reusable task, or task editor. Delete a task action from a task in the task editor.

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Common call flow design tasks

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