Work with workflows

AI-generated summary

Genesys Cloud provides comprehensive workflow configuration and automation capabilities through its Architect platform, enabling organizations to create sophisticated automated processes integrated with customer relationship management systems and third-party applications. The platform supports workflow creation using variables, expressions, and built-in variables to handle complex data operations and business logic, with workflow actions organized into functional categories addressing specific operational needs. Key capabilities include module flows for logic reuse, Customer Secured Data actions for encrypted data management, and Data actions that retrieve customer information from integrations, execute rule-based decision tables, and manage conversation data. External Contacts actions retrieve and search contact and organization information, while Find actions dynamically locate emergency groups, language skills, queues, schedules, ACD skills, divisions, and users through string-based queries and email address matching. Conditional logic and routing features encompass Switch actions for execution conditions, Decision actions for conditional branching, and Schedule-related actions for routing based on predefined schedules. Loop control actions manage process iteration with conditional continuation or early termination. Additional control features include State actions for flow redirection, Task and Call Task actions for grouping reusable routines, Send Notification actions for messaging Genesys Cloud users, Wait actions for processing pauses, and Disconnect actions providing workflow exit functionality with reason codes. The platform includes Journey actions for obtaining Predictive Engagement Journey Session IDs and Flow actions for workflow language localization. Comprehensive data resource management features variable editing, filtering capabilities, and expression help for complex calculations. Administrators can configure custom data schemas and decision tables for sophisticated flow calculations and dynamic resource allocation based on runtime conditions. Access requires appropriate licensing (Genesys Cloud CX 1, CX 2, CX 3, or CX 4), Architect flow launch permissions, and relevant Predictive Engagement permissions. Administrators can launch workflows through the public API, with Predictive Engagement administrators using Architect flow actions to configure action maps integrating with third-party systems via Architect API Resources in the Developer Center. These capabilities enable organizations to implement sophisticated business logic automation and work management within the Genesys Cloud platform.

PrerequisitesClick to expand

Administrators can now launch workflows using the public API. Administrators create workflows in Architect, and Predictive Engagement administrators use Architect flow actions to configure action maps that integrate with third-party systems. For more information, see /api/v2/flows/executions under Architect API Resources in the Developer Center.

Workflow configuration and setupClick to expand

Page	Description
About Architect flow actions in Predictive Engagement	Learn how to integrate Predictive Engagement with third-party CRMs using Architect flow actions.
Create a workflow	Learn how to create a workflow in Architect.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for workflows.
Expression help feature	Learn how to access the built-in expression resource to assist when creating 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.
Manage a variable	Edit a variable’s properties.

Workflow actions and tasksClick to expand

Category	Action	Description
Common	Call Common Module	Reuse previously created logic stored in a common module flow.
Customer Secured Data	Get Secured Data	Set a secured data attribute that you retrieve from an interaction or workflow participant.
	Set Secured Data	Set a secured data attribute value on a call participant.
	Decrypt Data	Decrypt data in Architect flows by using your own encryption key.
	Encrypt Data	Encrypt data in Architect flows by using your own encryption key
Data	Call Data	Retrieve information about a customer from default or custom data actions integration in Genesys Cloud.
	Call Decision Table	Execute a rule-based decision table configured previously by an administrator in Genesys Cloud.
	Create Conversation Attribute action	Use the Create Conversation Attribute action to 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 action	Use the Get Conversation Attribute action to retrieve an existing conversation attribute record.
	Get Conversation Attributes action	Use the Get Conversation Attributes action to retrieve multiple existing conversation attribute records.
	Get Response	Select a predefined from the Canned Responses library and add it to the flow.
	Get Conversation Data	Use the Get Conversation Data action in a task to set up an attribute to retrieve from a workflow participant.
	Set Conversation Data	Use the Set Conversation Data action in a task to assign an attribute value on an interaction participant.
	Update Conversation Attribute action	Use the Update Conversation Attribute action to update an existing conversation attribute record.
	Update Data	Assign values to flow or task level variables.
Disconnect	End Workflow	Provide an exit reason and end the workflow.
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.
	Update External Contact action	Update an existing external contact record during a conversation.
	Search External Contacts	Find one or more external contacts based on your search terms.
Find	Find Division	Find a division using its name.
	Find Divisions	Find one or more divisions using their names.
	Find Emergency Group	Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies.
	Find Language Skill	Find an ACD language skill based on its string name at runtime.
	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	Find a Queue by Id 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.
	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 Users by ID	Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime.
Flow	Set Language	Set the appropriate language for the workflow to use.
Journey	Get Journey Session	Obtain the Predictive Engagement Journey Session ID and store it in a variable to use within a chat flow or workflow.
Logical	Decision	Direct the process branch, depending on whether a condition is true.
	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.
	Evaluate Schedule	Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
	Evaluate Schedule Group	Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
	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 and end and exit the current loop, and to continue flow execution by moving to the following action.
Send	Send Notification	Send a notification to Genesys Cloud users within a Genesys Cloud organization.
State	State	Jump the process directly to the beginning of a different state without any intervening steps.
Task	Task	Build complex IVR options; for example, group related steps of a process together to create a flow routine.
Task	Call Task	Call another task.
Wait	Wait	Pause the message process for a duration or until a time that you specify.