Lesson 4: Create a reusable task for pet tracking services

AI-generated summary

Genesys Cloud allows callers to learn about and sign up for pet tracking services. Callers first hear an informational message about the benefits of the service. They are then asked if they want to report a lost or found pet, or be transferred to sales to learn more. If the caller chooses sales, they hear a message that a representative will join and are transferred to a provided number. The task captures the caller's choice and routes the call accordingly. Key details include an initial informational message, a menu to choose lost/found reporting or sales transfer, pre-transfer messaging before the sales transfer, and routing based on the caller's selection. Genesys Cloud allows you to design call flows with reusable tasks and menus. In this section, you add a Decision action after the "Report lost or found pet?" prompt to route the caller to a "Lost pet" or "Found pet" reusable task based on their menu selection of 1 or 2. The expression Flow.LostorFoundDigit == ToString("1") sends the caller to the "Pet is lost" task if they choose 1. Choosing 2 sends them to the "Pet is found" task. This demonstrates using conditional logic and reusable tasks to create organized call flows that handle different scenarios.

Series: Architect tutorial for beginning users

Previous suggested step: Lesson 3: Create reusable tasks for lost and found pets

Next suggested step: Lesson 5: Organize the starting menu structure

In this lesson, you continue setting up actions that you will eventually add to the Main Menu. Create a reusable task that gives callers the option to learn more about Genesys Cloud’s Pet Tracking service, and then to speak to a sales representative. Using the tasks that you created in the previous lesson, also give callers an option to report a lost or found pet.

Note: In this lesson, you learn about creating tasks in the task editor, including such actions as Collect Input, Play Audio, Decision, Transfer to Number, and Jump to Reusable Task.

Objectives

Create a Pet Tracking Services task.
Create an option in the task for callers to report a lost or found pet.
Design the path that the task takes depending on caller input.

Estimated time to complete: 25 minutes

Prerequisites

Complete lessons 1–3.
Review Work with tasks.

Additional resources

View an image of the completed taskClick to expand

Tasks

In this section, you create a task and add an informational message about pet tracking services, include an option for lost or found pet reporting, and continue task design based on when the caller wants to transfer to sales.

Create a Pet Tracking Services taskClick to expand

To start, create the task and add an informational message that describes the benefits of Pet Tracking.

From the Toolbox, expand the Task category and drag a Task action into the Reusable Tasks area.
In the Name box, type Pet Tracking Services and then click Edit Task. Architect opens the task editor.
From the Toolbox, drag a Play Audio action into the task editor, just below the Start box, and complete the following steps:
1. In the Name box, type Pet Tracking Information Message.
2. In the Audio box, type prompt.GCACPetTracker.

Note: When an action is over an approved location, Architect displays a box highlighted in blue. Release the action to place it into the task editor.

Determine the caller's requestClick to expand

Here, you create an action that asks users if they want to hear about the pet tracking service, or if callers want to report a lost or found pet. The selection the caller makes dictates the path that the call follows.

From the Toolbox, expand the Data category and drag a Collect Input action into the task editor, just below the Pet Tracker Information Message box.
In the Collect Input design area, complete the following steps:
1. In the Name box, type Report lost or found pet?
2. In the Input Audio box, type prompt.GCACLostOrFound.
3. In the Input Data Name box, type Flow.LostOrFoundDigit.
4. Move the Number of Digits slider to the left side until it displays Exactly 1 digit.
5. Click the Verification list and select Numeric.
6. Leave the remaining settings unchanged.

Design the path to take when the caller chooses to transfer to salesClick to expand

From the Toolbox, expand the Transfer menu and drag a Transfer to Number action into the task editor, just below the Report lost or found pet? action’s Failure path. In the Transfer to Number design area, complete the following steps:
1. In the Name box, type Send Call to Tracking Sales.
2. In the Pre-Transfer Audio box, type prompt.GCACRepresentative.
3. Add your choice of TTS for failed transfer audio.
4. In the Number box, type a telephone number appropriate for tutorial testing, such as your mobile phone or direct line.
From the Toolbox, expand the Menu action and drag a Jump to Menu action into the task editor, just below the Transfer to Number’s Failure path.
In the Jump to Menu action’s design area, from the Menu list select Main Menu.

Practice

Here, you continue task design based on whether the caller wants to transfer to lost or found pet reporting.

Design the path to take when the caller chooses to report a lost petClick to expand

This practice task uses the following expression in the Decision action to confirm whether the caller is reporting a lost pet or a found pet:

Flow.LostorFoundDigit == ToString("1")

Based on the expression as written, if the caller selects 1, then the choice is a lost pet. Following the Yes path, create an action to transfer the caller to the Pet is lost task created in the previous lesson.

From the Toolbox, expand the Logical category, drag a Decision action into the task editor just below the Report lost or found pet? action’s Success path. In the Decision design area, complete the following steps:
1. Change the name to Lost pet or Found pet?
2. Switch to expression mode. The box changes to allow expression entry.
3. In the Expression box, type Flow.LostorFoundDigit == ToString(“1”).
Add a Jump to Reusable Task action below the Decision action’s Yes path and complete the following steps:
1. Change the name to Pet is lost.
2. Choose the Lost pet task.

Complete the path to report a lost or found petClick to expand

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Lesson 4: Create a reusable task for pet tracking services

Series: Architect tutorial for beginning users

Objectives

Prerequisites

Additional resources

Tasks

Practice

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Lesson 4: Create a reusable task for pet tracking services

Series: Architect tutorial for beginning users

Objectives

Prerequisites

Additional resources

Tasks

Practice

[NEXT] Was this article helpful?