Work with Genesys Digital Bot Flows

AI-generated summary

Genesys Cloud enables administrators and contact center managers to create sophisticated bot flows and customer journey workflows through Architect, a comprehensive platform featuring natural language understanding (NLU) capabilities and advanced flow design tools. The NLU engine processes customer input via drag-and-drop action building, with configuration options for intents, slots, slot types, and knowledge management through dedicated menus. Bot flow actions include AI Studio Call Guide execution, authentication requests, payment processing, slot identification, digital menus, form submission, and one-way customer communication, while rich media capabilities support sending applications and rich links to messaging contacts. Data management functionality encompasses retrieving customer information through default or custom data actions, accessing secure data in protected bot flows, managing conversation attributes, and performing data table lookups. Knowledge management features enable bots to display articles and capture customer feedback, while response management allows selection of predefined canned responses across email, message, and bot flow channels. External contact management supports retrieving contact and organization information and promoting ephemeral contacts to curated status. Flow design capabilities include dynamic lookup functionality for divisions, groups, queues, schedules, skills, users, language skills, emergency groups, and system prompts at runtime, facilitating intelligent routing and interaction personalization. Control flow logic is supported through Logical Decision for conditional branching, Switch for multi-case evaluation, Evaluate Schedule actions for schedule-based routing, and Loop constructs with configurable exit criteria. Task actions enable complex workflow organization through grouping related process steps with reusable task insertion and calling capabilities. Additional features include flow milestone access for customer journey reporting, customer intent retrieval tracking the last 25 associated intents, flow outcome initialization for tracking success or failure states, dynamic language selection, and utilization label management for interaction categorization. Transfer capabilities support routing to ACD queuing systems and direct transfer to individual Genesys Cloud users. However, the Ask for Payment action is not PCI DSS-compliant, and best practice recommends avoiding its use in Architect secure call flows.

Administrators and contact center managers can create bot flows in Architect through a natural language understanding (NLU) engine that can understand and process information the customer provides as input. Drag and drop actions to build your bot along with NLU.

Note: This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see .

To help familiarize yourself with bot flows in Architect, review the following pages:

Bot flow configuration and setupClick to expand

Page	Description
About Genesys Digital Bot Flows	Find articles that describe and demonstrate how to use Architect to build a digital bot and then use it in a message flow.
About Architect	Discover Architect features and learn how to use Architect to build flows.
About bots	Learn how to create bot integrations for use in Architect interaction flows.
Create a bot flow	Learn how to create a digital bot flow.
Natural Language Understanding menu	Quickly access, analyze, and configure intents, slots, slot types, and knowledge for your bot and enhance the customer journey.
Insights and Optimizations menu	Efficiently measure performance and identify enhancement opportunities within a unified workspace.
Set up user input for a bot flow	The User Input menu lets you set up bot behavior when the bot cannot confirm a caller’s match or input.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for flows.
Expression help feature	Learn how to access the built-in expression resource to assist when creating bot flow task expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect read-only, built-in variables for bot flows.
Manage a variable	Edit a variable’s values.

Digital bot flow actions and tasksClick to expand

This table describes the available Architect actions that you can implement into your bot flows. After you build the bot flow, use the Call Digital Bot Flow action to call it from the message flows.

Icon	Category	Action	Description
	AI Studio	Call Guide	Use this action in a digital bot flow that is enabled with Virtual Agent to execute a guide.
	Ask	Ask for Yes/No	Select follow-up intents that guide the user through a conversation.
		Ask to Authenticate	Use this action to authenticate the bot participant during a messaging conversation.
		Ask for Payment	Use this action to request payment from a customer who is purchasing goods and services through a digital messaging channel.
		Ask for Slot	Identify slots that a caller or chat recipient mentions in an utterance.
		Digital Menu	Offer guidance and other options to your customer.
		Wait for Input	Allow the bot to wait for customer input.
		Form	Use this action to send forms configured previously by an administrator in canned responses.
	Bot	Call Digital Bot Flow	Open a new or existing Genesys Digital Bot Flow.
	Communicate	Communicate	Interact with a customer through one-way communication.
		Send Application	Use this action to send rich media from a supported application to your messaging contacts.
		Send Rich Link action	Use the Send Rich Link action in digital bot flows to send rich links to your messaging contacts.
		Show Knowledge Article	Select a knowledge article from the knowledge base that you configure in Natural Language Understanding > Knowledge for this flow.
	Data	Send Knowledge Feedback	Capture customer feedback after the bot presents an article from a Show Knowledge Article action.
		Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
		Call Secure Data Action	In secure bot flow tasks, use this action to call sensitive values from a data action database.
		Create Conversation Attribute	Add custom data to a conversation, based on a schema that an administrator previously created in Genesys Cloud.
		Data Table Lookup	Retrieve data stored in a Genesys Cloud data table.
		Get Conversation Attribute	Retrieve an existing conversation attribute record.
		Get Conversation Attributes	Retrieve multiple existing conversation attribute records.
		Extract Secure Data	In secure bot flows, use this action to copy secure data to a non-secure variable of the same type.
		Get Response	Select a predefined from the Canned Responses library and add it to an inbound email, message, or bot flow.
		Update Data	Assign values to flow or task level variables.
		Update Conversation Attribute	Update an existing conversation attribute record.
	Disconnect	Disconnect	End the bot flow interaction.
	Disconnect	Exit bot flow	An alternative way to end the bot flow.
	External Contacts	Get External Contact	Retrieve information about an existing external contact.
		Get External Organization	Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
		Promote External Contact action	Promote an ephemeral or identified contact to a curated (external) contact.
	Find	Find Division	Find a division using its name.
		Find Divisions	Find one or more divisions using their names.
		Find Language Skill	Source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
		Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
		Find Group	Find a Genesys Cloud group based on its name during an interaction.
		Find Queue	Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables.
		Find Queue by ID	Reference a queue dynamically and find that queue based on an ID at IVR runtime.
		Find Schedule	Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules.
		Find Schedule Group	Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups.
		Find Skill	Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
		Find System Prompt	Look up Architect system prompts by name and determine which prompts to play dynamically at runtime.
		Find User	Search for a Genesys Cloud user based on an email address at IVR runtime.
		Find User by ID	Reference a user dynamically and find that user based on a string name at IVR runtime.
		Find User Prompt	Look up Architect user prompts by name and determine which prompts to play dynamically at runtime.
		Find Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
		Find Utilization Label	Dynamically find a utilization label based on its name at IVR runtime.
	Flow	Add Flow Milestone	Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
		Clear Slot	Select the slot to clear.
		Clear Utilization Label	Remove a utilization label from an interaction.
		Get Assigned Customer Intents action	Retrieve the last 25 customer intents previously associated with an external contact.
		Initialize Flow Outcome	Select a flow outcome that Architect begins to track in the flow.
		Set Flow Outcome	Define a potential outcome that the system tracks as success or failure when an interaction reaches a certain point in the flow.
		Set Language	Allows callers to select the preferred language in which to hear prompts or display prompt text
		Set Utilization Label	Dynamically apply a utilization label to an interaction.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
		Switch	This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Loop Until	Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria.
		Next Loop	Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
		Exit Loop	Use this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action.
	Task	Task	Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine.
		Jump to Reusable Task	Insert a complete task previously configured in the Reusable Tasks area.
		Call Task	Call another task. When the called task completes, the configured output path determines how flow execution continues.
	Transfer	Transfer to ACD	Transfer a caller into a queuing system.
	Transfer	Transfer to User	Transfer an interaction directly to a Genesys Cloud user.