In-queue flow precedence

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Genesys Cloud enables administrators to create and manage in-queue flows for calls, messages, and emails through Architect or the Admin interface under Contact Center > Queues. The system provides a default in-queue call flow, though custom flows can be created to meet organizational requirements and must be published in Architect before implementation. In-queue flow precedence follows a hierarchical structure: the Transfer to ACD action's configured in-queue flow takes highest precedence, followed by queue-specific flows selected from the Queues page, with the organization's default in-queue flow serving as the fallback option. To implement queue-level flows, administrators select the appropriate flow through the Voice, Messages, or Email tabs on the Queues page and save the configuration. To configure flow-level precedence, administrators open a call, message, or email flow in Architect, add a Transfer to ACD action, enable the "Override default in-queue handling" option, and specify the desired in-queue flow from the available list. This multi-level configuration system allows organizations to customize customer experience handling at both queue and individual flow levels.

You can create in-queue call, message, or email flows in Architect or from the Genesys Cloud Admin > Contact Center > QueuesMenu > User Management > Queuespage. Architect supplies a default flow for in-queue call flows, but not for message or email flows. You can create and use other in-queue flows to suit your company specifications and preferences. Before you can implement an in-queue flow, you must publish it in Architect.

When you select an in-queue flow from the Genesys Cloud Queues page, the selection overrides the default in-queue flow. However, within Architect you can configure an in-queue flow as a parameter of the Transfer to ACD action, which supersedes the organization’s default- and queue-configured flow. In this case, the Transfer to ACD action’s in-queue flow takes precedence.

Select an in-queue flow from the Genesys Cloud Queues pageClick to expand

The in-queue flow you select here overrides the default in-queue flow. If you do not select an in-queue flow, then the system uses the organization’s default in-queue flow.

Note: If you configure an in-queue flow in Architect as a parameter of the Transfer to ACD action, it takes precedence over any in-queue flow that you select here.

Click Admin.
Under Contact Center, click Queues.
Click Menu > User Management > Queues.
Select a queue or create a new queue.
To select an in-queue flow for calls, click the Voice tab.
To select an in-queue flow for messages, click the Messages tab.
To select an in-queue flow for email, click the Email tab.
In the In-Queue Flow text box, begin typing the name of the flow you that want to specify and select it from the list.
Click Save.

Select an in-queue flow from Architect's Transfer to ACD actionClick to expand

You can select a customized in-queue flow within a call, message, or email flow. The flow that you select here takes precedence over the organization’s default flows for voice interactions, and over and queue-configured flow for call, email, or message flows, if previously configured.

From Genesys Cloud Architect, open the call, message, or email flow you for which you want to add a Transfer to ACD action.
From the Toolbox, expand the Transfer category and drag a Transfer to ACD action to the appropriate location in the flow menu or task sequence.
Click Override default in-queue handling. The selection changes to In-Queue Call Flow, In-Queue Message Flow, or In-queue Email flow.
In the In-Queue Flow box, begin typing the name of the non-default in-queue flow and select it from the list.
Configure the action’s settings according to your design. For more information, see Set up a Transfer to ACD action.

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In-queue flow precedence

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