Purecloud architect flow Configure outbound settings. If you delete a User prompt included in a published or active flow, the snapshot ensures that the flow will not be affected by the deleted prompt. Update the Architect deals natively with Coordinated Universal Time (UTC) for DateTime values. Architect then places the object in the queue. On the flow’s main page, the Toolbox includes action categories to help build the starting menu and reusable menus. myJson” in an expression via “Flow. Flow authors should only incorporate data playback in a flow using ToAudio functions if the flow’s supported languages include runtime data View detailed information about variables and expressions in Architect. Add a new slot and use your third-party ASR engine grammar: Create grammars from your third-party ASR engine. Add a final prompt so that after the caller confirms the information, the system notifies them about the expected callback. Set up the flow. So, although a @igkouv - I've done some work in the past with Architect flow import/export automation. Good morning Forum: We are looking for an integration between a PureCloud Architect Inbound Flow and an Azure Active Directory service, in order to have the following use case done in one of our customer´s PureCloud org This topic was automatically closed 31 days after the last reply. For example, you can create a task that checks a customer balance, and then reuse that process in several call flows and chat flows. Use string literals in expressions: View how to create string literals in expressions. Note:. If you do not need legacy queue routing, you can safely remove the task and actions, or edit the default logic to accommodate your flow requirements. Based on that account number, we are looking up the account owner in Salesforce and routing the call to that account owner in PureCloud via a skill. The first accelerator creates and sets up the Genesys Cloud Data Actions Direct Routing integration with the related data actions and adds in-queue Architect flows. I am planned to create a Schedule Group in Use this action to choose a flow outcome that Architect begins to track in the flow. For new flows, the Publish action makes the flow available to admins, who can assign numbers and activate the flow. If you try to access a property on a JSON variable that contains an object value, and the property does not exist within the object at runtime, Architect returns a NOT_SET JSON value. View dependencies in the flow. Work with expressions. Written from the developer’s perspective. To import a flow: From the Architect home page, click or hover over the Flows menu and select the desired flow type. You cannot delete this flow, but you can edit and customize the default behavior. In general, Architect processes flows with little caller intervention, in the order specified by the design. For example, When you publish a flow, Architect “snapshots”, or copies, any included User prompts and stores them with the published flow. The Genesys Cloud CX: Architect Certification provides an overview to users in building basic and advanced call flows. Metric: Description: Web Actions Qualified: Number of visitors who matched a segment, activity, or outcome score that triggered the Genesys Cloud subscribers can use Genesys Dialog Engine Bot Flows, the Genesys native bot flow building tool in Architect, build their bots. Architect uses menus and straight-to-queue logic most often associated with traditional auto-attendants. For more information, see Required workflow for the Salesforce Lead Creation and Campaign Attribution integration. On the flow’s design page, click Publish. Architect then transforms the flows into VoiceXML (VXML) documents that run on the Edge. Customer enter details using DTMF collecting this in a variable then using in data action to further pass it XYZ application 2. When you create an action map that uses an Architect flow action, the metric names have different meanings. What is the best practice to revert back to a previous version of an inbound call flow? If I am on Version 4 of the PureCloud flow, and I wanted to revert back to version 2, the current Architect allows administrators and contact center managers to link together predefined operations to create simple or sophisticated menu applications. To add knowledge, create a knowledge base in the knowledge workbench and then link it to your bot flow. ; Business Champion — Provides resources and funding for the implementation, removes organizational roadblocks, and articulates the business vision during project implementation. However, if six hours pass with no caller activity, then the flow silently disconnects. Users will also explore recording and uploading of prompts, call flow JavaScript library for creating, editing, and managing Genesys Cloud Architect flows. What is the best practice to revert back to a previous version of an inbound call flow? If I am on Version 4 of the PureCloud flow, and I wanted to revert back to version 2, the current tools only allow me to open the version 2 into a new tab, but when the new version in the new tab is opened it only allows me to "save as" and not publish until I name it something different. Charges for Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows vary, depending on whether the bot conversation takes place on a voice or digital channel. Use the Send Response action or bots. The i3InboundFlow file is a Base64 and URL-encoded representation of the flow in JSON format. When you edit and republish an existing flow, Architect saves the changes and Create an outbound flow. Review articles related to setting up a flow. With regards to converting a UTC DateTime to a local DateTime for a specific timezone, flow authors must build logic inside the flow to perform this conversion as Architect does not currently include a timezone data type that could be used to supply an offset and Daylight Savings Time (DST) bias. This article describes the roles required for setup and operation of Genesys Cloud. Flow Ended: Architect displays the flow’s end time and the exit reason. To help familiarize yourself with survey invite flows in Architect, review the following pages: Expand All Manage data resources in the flow. It's currently in This is the Architect scripting repository that has the built Architect-Scripting package which lets you create, checkin and publish Architect flows programmatically via. ; You can use the Call Data action to send an agentless SMS notification within any Architect flow. Users will also explore recording and uploading of prompts, call flow design, creating inbound and outbound call flows, secure call flows, and IVR use of data actions. About Architect flow actions in Predictive Engagement: Learn how to integrate Predictive Engagement with third-party CRMs using Architect flow actions. Common flow design tasks. If Open an existing Architect flow, or create a new one. Flow outcome and flow milestone limits. Architect provides a development environment that allows a flow author to implement the logic of what they want a caller to hear. Architect gave me the address sip:Queue%201-debug@{edge_ip} for debugging. Architect uses operating schedules to determine how to manage inbound and outbound interaction routing. Click the flow you want to open. If you send the message to and from a number that differs from the number that is currently connected to a conversation, it Administrators and developers can access historical flow execution data via tools such as the Genesys Cloud Platform API (flows instance endpoints), Architect replay mode, Architect flow insights, Journey Management, and the notifications service. From the archy logs I can see that it throws an error: 2022-08-17T00:12:34. When an interaction encounters this action, Architect creates a date and time starting point for the outcome. Flow Execution ID is the unique identifier that Architect uses to identify an instance of a flow that ran. Note: When you create an inbound chat flow, Architect adds a task and actions with default logic. As long as the system periodically detects caller input, for example, speech or DTMF, Architect places no limit on how long a flow can run. Architect/Call Flow Administrator — Responsible for constructing call flows using Architect. Manage data resources in the flow: In addition to editing variables and viewing usage, you can add and filter variables for workflows. An operating schedule stipulates when a flow runs, based upon the date, time, or event. Manage and view details about the string variables and prompts used within the call flow. Secure flows mask the audio paths and sensitive data captured through an automated IVR call flow. If you can re-work your design so the default InQueue flow on the Queue settings is used, then a REST call can change it. Architect > Flow > View permission Use a secure flow to temporarily prevent system recording or agent access to a caller’s entry of sensitive information, such as payment processing. We are making API call using web service data actions to some 3rd party application to fetch data. Or someone can advice me where should I post. Set Flow Outcome If the selected flow is removed from the system and no longer exists, and you do not update this transfer action, the flow will fail at this action step. what we have is Step 1 - set an attribute to 'False' - then go to an audio step 2- then go to set attribute step 3 to 'true'. Architect counts a specific reusable menu item only once per session. These flows can be checked in, checked out, published or updated in a I'd recommend using the purecloud-flow-scripting-api-sdk-javascript to build your flows programmatically or Archy. Customer roles. I have a customer in Australia, they have different options operate in different operation hours. myString) into a secure flow that contains a variable with the same name, Architect creates a new variable. userName”. Access to flow milestones helps build reporting around the customer journey. Note: For email and message flows, Architect limits the number of in-queue flows that open for a particular email or message interaction to 10. Set up the invitation email, including the sender, receiver, and email body. 397Z: could not find the 'flow info' by name using the value 'my_flow_name'. This is "Genesys Cloud: Architect: Create the call flow" by Genesys IX Global on Vimeo, the home for high quality videos and the people who love them. I can tell you that it's definitely possible to build tooling to import/export flows via API, but it's quite a bit of work. Click next to the Save button and from the menu that appears, click Export as yaml. You can send SMS messages through Architect. You can convert the file to the raw JSON with the following pseudocode: We are new to Pure Cloud and trying to setup a flow to mirror our PureConnect IVR. Need the day to be reflective of my local time zone. js. However, when you build a lengthy flow, the actions that execute as a block can become crowded within the design, making it difficult to visually analyze a process. Create a workflow: Learn how to create a workflow in Architect. We added the "Get PureCloud User Presence" Action. Scenario: our contact centre is open between Monday - Saturday. When interactions arrive, Architect filters them by flows and Archy is a Genesys Cloud Architect YAML ( "YAML Ain't Markup Language" ) processor that lets you create Architect flows from YAML files that you write. In that Test section, I added my USER_ID in the Input section and in the Add a flow milestone to generate more granular reporting for flow outcomes. Open the flow that you previously executed to debug and troubleshoot it. Validate expressions at design time: Learn how Architect evaluates expressions at run-time and helps the flow author troubleshoot encountered issues. myJson. Click Execution History. Architect provides a single, default voicemail flow. Use it to play audio, route The Genesys Cloud CX: Architect Certification provides an overview to users in building basic and advanced call flows. Under Architect, click Architect. The Flow Execution History dialog box opens. that means the caller listened to the message and is Notes: . New If I am on Version 4 of the PureCloud flow, and I wanted to revert back to version 2, the current tools only allow me to open the version 2 into a new tab, but when the new version in the new tab is opened it only allows me to "save as" and not publish until I For example, access the value for the property “userName” within the JSON variable “Flow. It supports importing flows and iterating through their hierarchy - you could look for nodes of specific types (Call Data Action, Transfer to ACD) and update them accordingly. Below is the flow sequence for our solution. Tip: Genesys also provides two CS-as-Code accelerators that you can deploy to get started with direct routing. Learn about flow variables and expressions. Values in Architect are tied to a type. The VXML interpreter, built into the Edge, analyzes the documents, and the VXML rules determine how the system handles audio. io/ Even if that idea is approved it won't be available for a while, so here are a couple of options: In my opinion the worst option is to try to implement this with multiple PureCloud Data Actions and an Architect flow. Matching flow instances appear under Results. Change the default settings for the outbound flow. Updates to the layout make the user experience more intuitive, visually improve the Architect interface as a tool to suit all types of user backgrounds, and contain foundational changes that set the stage for future improvements. The problem can occur when the target queue is the current queue. You can configure the common module flow for use across all flow types. After much trial and error, I have gotten my code to authenticate, but can't seem to get it to create a new flow. The CRM system includes stored information that identifies the department within the organization best equipped to deal with this customer and, when the system receives the account number, Understand how Architect determines precedence in an expression. Note: If the flow reaches the maximum number of retries for a second time; for example, in another part of the bot flow or in another task, the flow automatically exits the bot flow with the AgentRequestedByUser reason. Such calls are rare, but do occasionally occur. Access Expression help; Access property values in expressions; Architect built-in variables; Callback phone number creation tips; Convert a string value to a typed value; Add knowledge to your bot flows or digital bot flows to create FAQ-style bots. Learn how to create and configure an outbound flow in Architect. After you publish a flow, it is no longer open for edit. You cannot edit the name or description of the default in-queue flow, but you can modify the default behavior according to your flow design. aha. 2, last published: 5 days ago. Architect > Flow Instance > Search permission; The Query Builder allows you to query historical flow execution data and retrieve instances of flows whose execution meets different criteria. Good morning Forum: We are looking for an integration between a PureCloud Architect Inbound Flow and an Azure Active Directory service, in order to have the following use case done in one of our customer´s PureCloud organization: Use case: Context: the customer has an Azure Active Directory solution to manage their employees related information and has After the customer selects a callback, configure the flow so that it prompts the caller to confirm the collected phone number, or to enter a different callback number. An organization can include up to 1,000 flow milestones. Hi Tim, So I have tried converting inbound flow from yaml format to json using "js-yaml" module but still I am getting errorsBut when I tried converting same inbound flow which is in i3Inbound format, to json format using below code If you refresh the tab that includes an Architect flow, then Clipboard content does not persist. Publish a flow. Click the Home button to return to the Architect home page. Import the integration-specific workflow. ; If this is your first flow, or to change the default language, click the arrow at the end of Flow size insights in Genesys Cloud architect. ; Open an existing bot flow in Architect, or create a new one. Announced on Effective date Aha! idea; 2024-10-14-Aha! link: In a future release, Genesys Cloud will introduce Flow Size Insights. . Start using purecloud-flow-scripting-api-sdk When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. Create a workflow. When you copy an action with a non-secure string variable (for example, Task. Hello Genesys Team! I'm facing an issue trying to import an architect flow yaml file via archy tool. Hi I'm needing assistance with adding a 'day of week' check for an inbound call flow (PureCloud). Click Admin. The second inbound flow is specifically utilized to observe the open/closed/holiday hours of the queues that the Hi All, I have uploaded external contacts for the sake of using the customer journey, but the PureCloud have added the country code automatically to them and thus, when call arrives from provider it comes in a format without country code, so is there a way to append the format with country code so that PureCloud can recognise the caller ? Regards, Hussein Architect > Datatable > All After callers enter a flow, they enter an account number. For more information about using screen pops in a call flow, see the Suggested content. In main hotline, some options operate in between 8am - 6pm, some from 8:30 - 5:30pm, some 9 - 6pm, and some operate 24 x 7. From the Architect home page, click or hover over the Flows menu and select Outbound Calls. Architect supplies a built-in Default In-Queue Flow, but you can create and use additional in-queue flows to suit your company specifications and preferences. The survey invite flow can contain the survey’s invitation email to send to external contacts, including the sender, receiver, and survey URL. * Suggested Articles. Architect also displays whether the flow ran in a secure session or whether the flow was truncated because it contained more than 4,500 actions. JavaScript. This behavior occurs because the secure settings do not match. Looking at the dial request in the network console for the PureCloud UI, it's changing the dialstring to sip:Queue+1-debug@{edge_ip}, which gives me a We have an self-service inbound flow that observes a 24/7/365 Open schedule, but the queues are not 24/7/365. You can also add initial placeholders for Customer engagement 2024 Genesys CIDR expansion and firewall requirements notification Metrics for improved workitem volume forecasting IMAP integration for inbound email Account management Improved Genesys Cloud storage cost calculator Data, analytics, and reporting Content Search lookback for words and phrases extended to 60 days Flow insights In the following example, customers interacted with the Jump to Menu submenu as part of an inbound call flow’s Starting Menu five times out of five flow executions. Please try again and notify your system administrator if the problem persists Use the Add Flow Milestone action in Architect flows to generate more granular reporting for flow outcomes. The Create Flow dialog box opens. Hi, I am not sure I post at correct platform on this issue. Note that I exported the file from the Architect UI. Configure a policy to send web surveys to customers, Web survey flows in Architect. I'm about to introduce a unique IVR option for Saturday's only, so I need a 'day of week' check to identify a 'Saturday' and present a unique flow. If you select to transfer the flow to the current flow, the flow that contains this action, Architect restarts the flow. We are creating a new call flow where the customer can enter their account number. (Optional) In the Description field, add a short sentence or phrase to describe this flow. When a flow processes an action that includes an audio file or a text-to-speech (TTS) operation, the system does not play them Architect offers a cloud-based platform for designing and managing customer interactions with Genesys Cloud. This list includes mathematical are only valid for use in certain supported languages. You can define operating schedules to handle recurring events, holidays, or special situations, such as your regular business hours or after-hours support. View and configure flow data resources, review locations where the resources appear within the flow. See the interaction between the objects that make up the flow, and the flow itself. * *. This feature will provide flow authors with detailed insights into how each flow element contributes to the overall flow size, When you import a flow configuration file into another flow, Architect overwrites any existing configuration in the original flow upon import. route that would allow you to toggle the enabled flag. yaml extension. Use flow milestones with Architect’s Add Flow Milestone action to determine whether customers successfully complete the self-service operation. Archy is specifically made for importing flows. ; Click Add. Review articles designed to help the flow author with building the flow. 43. If you're overriding the InQueue flow setting in your Inbound Flow, then you'd need to use the Architect Scripting library Melissa linked. Create a flow for web surveys. I'm trying to get started using the PureCloud Architect Scripting API in node. View flow resources. XYZ application return The PureCloud UI is changing the SIP dialstring if you have a space in it. Screen pops use pre-defined, published scripts created by the Genesys Cloud script designer. The Jump to Menu submenu transferred the customers to the designated Reusable Menu 1 five out of five times. In the Name field, type a unique name for the outbound flow. 1. Hi Team, Need some insights and feasibility check on below solutions. Configure a call flow’s default settings. Upgrade an existing voice or digital bot flow to Virtual Agent. Dear Genesys Pure Cloud Community, I opened this topic share how I created an Agent Group in Architect. Validate a flow. Loop through items in a collection applies to the actions inside the loop to each item of a collection of variables. ideas. See the various ways to open an existing flow, or open a previous version of a flow for read-only viewing. com The Architect Toolbox is available on the flow’s main page and in the task editor. The three categories of types are: Native (built into Architect) Network-based (valid values are derived from user-configured items in your org) Architect provides a concentrated, comprehensive list of elements to assist you with expression building. Latest version: 0. Architect - mypurecloud. This limit is beneficial for detecting and terminating orphaned calls. Architect exports the flow with a . Note : These flows Architect is an easy-to-learn drag and drop web-based design tool that creates flows for media types. This action is available in the Flow category of the task editor’s Toolbox for call, chat, email, and messaging flows, excluding in-queue call flows. For more information, see Send Response action and About bots. Download Architect flow examples This page provides example call flow templates available to download and import in to your Genesys Cloud organization. About Architect Use the common modules flow type to build logic once and then reuse it in multiple flows and flow types. Flow variables and expressions. Note: You can only search by one criteria item at a Click Create Flow. ; Under the Natural Language Understanding menu, click After you create the web survey, use Architect to create a flow for surveys. About Genesys Dialog Engine Bot Flows; Use Architect to create a bot for an inbound flow; About Architect; About bots; Use Architect to create a digital bot for This is the Architect scripting repository that has the built Architect-Scripting package which lets you create, checkin and publish Architect flows programmatically via. The accelerators include sample configurations that you can use as is or edit to suit your requirements. This initiative does Learn how to create a bot in Architect and then call it from an inbound flow. The flow contains a version number in the Published column. You can edit the name and description, and you can delete a flow milestone. Always use the Workflow Architect flow type. View or navigate to the location in the call flow where the resource exists. You can also use an existing knowledge base with a bot flow in Architect or open the knowledge workbench from Architect and then create and build a new knowledge base. When incorporated into a call flow, the Architect flow designer defines the variables for the inputs specified by the script designer. Click the name of the Architect flow that you want to upgrade. Architect flow: With these configurations in place, build agent groups as described below: a) Place "Data Genesys Cloud subscribers can add Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows, the Genesys native bot flow building tools in Architect, to their subscription. From the Architect Flows list, select Bot Flow or Digital Bot Flow. ; If this is your first flow, or to change the default language, click Create a customer survey form, set up a web survey invite flow or a voice survey flow. Here is my code sample: Please try again and notify your system administrator if the problem persists You can create flow logic with the Loop action in several ways, including: Loop through items in a collection. We need to determine if a call disconnects as a audio file is being played. S et up the default call flow behavior for menus, speech recognition, event handling, supported language, and actions. Architect Scripting does not have parity with what you can do in Architect's UI at this time but it is extensive for flow creation. Clear Utilization Label: Remove a utilization label from an interaction. This limitation prevents the interaction size from increasing due to the launch of a new flow each time a Transfer to ACD action runs. Do one of the following: Create a new flow. If you select an unpublished flow, Architect sends a warning message. If you agree please submit that idea to https://purecloud. Learn about the validation process and how to check the flow for errors. If you have questions about how to add Genesys Dialog Engine Bot Flows or Genesys Digital Bot Flows to your subscription, contact your designated Customer Success Manager. For more information about defining Architect flows using Archy for your Genesys Cloud organization, see Archy in the Genesys Cloud Developer Center. As Architect publishes the flow, the following status messages appear: Validating, Publishing, Published. The flow includes default implementation out-of-the-box, but after you modify and publish it, Architect considers you as the default voicemail flow owner. Under Results, Architect lists previous execution instances of the flow that you opened and provides the name, version, flow type as well as the start and end date time of the flow instances. You can also generate and update a flow to use the new Action with the Architect SDK, btw. Initialize Flow Outcome: Select a flow outcome that Architect begins to track in the flow. if so we want to set an attribute. In my case, my flow name was Queue 1. Therefore, we must be creative and have 2 inbound flows; one to observe queue hours, the other to observe the IVR self-service 24/7 hours. Architect supports the ability to track dependencies for objects used in a flow. This task honors legacy queue routing for chat messages. somlhnkn ltaxox vypoh pthxjm ykkb xrgwp coemz imdu zudrtrv frxemp