Use action maps to trigger an advanced orchestration flow

AI-generated summary

Genesys Cloud enables routing interactions to custom flows or triggering bot flows using action maps with the advanced orchestration flow action. This removes the requirement for a single architect flow for all customers. You can prepare an architect or inbound message flow, create an action map to trigger it, select the flow type and specific flow, override default variables, and specify the activation time. Before going live, verify the action map, Cloud CX integration, published data actions, and published Architect workflow.

Prerequisites

Configure the following permissions in Genesys Cloud CX:
- Architect > Flow > Search (to select an Architect flow action for an action map)
- Journey > Event Type > View (to configure an action map with an event trigger)
- Journey > Action Map > Add, Delete, Edit, and View

Using the advanced orchestration flow action, you can route interactions to a or to a based on the behaviour of the visitor.

Configure an action map to use an inbound web message flow

The advanced orchestration flow action enables you to route interactions to a custom flow or to trigger a bot flow. You can route the messages to different workflows using the bot flow. This functionality removes the requirement to have a single architect flow for all types of customers.

Prepare an inbound message flow or a bot flow and create an action map to use the inbound message flow.
In the Set up an Action pane, click Configure Trigger Type.
Select the advanced orchestration action and then click Inbound message flow.
Select the required inbound message flow to route the information.
Click Done.

Configure an action map to use an Architect flow

Prepare an Architect flow, create an action map to use the Architect flow.
In the Set up an Action pane, click Configure Trigger Type.
Select the advanced orchestration action then click Architect flow.
Select the Architect flow to use with this action map. For more information about creating flows, see Prepare Architect components.
Override the default variables. Each data action that the Architect flow calls contains variables that are not set by default. These variables are placeholders that you can populate with visitor-specific data. For more information, see, Overrides for Salesforce Lead Creation and Campaign Attribution integration.
Specify when to activate the Architect flow action and the time period during which to use it.
- Activation time
  - Immediately: Activate the Architect flow action as soon as a visitor arrives on your website.
  - On return to site: Activate the Architect flow action when a visitor returns to your website.
- Time range: Time period to use the Architect flow action. To use the Architect flow action indefinitely, don’t specify an end date.
Click Finish.

Note: Action maps configured to trigger an Architect flow on visitor activity alone trigger as many times per session as the visitor activity occurs. For all other trigger conditions, the Architect flow only triggers once per session when the conditions are first satisfied.

Go-live checklist

When you are ready to go live with your integration, verify the following items:

In Genesys Predictive Engagement, is the action map that uses the Architect flow action active?
In Genesys Cloud CX:
- Is the Genesys Cloud CX integration assigned to the Architect flow action active?
- Are the Genesys Cloud CX data actions published?
In Architect, is the workflow saved and published?

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