Work with workflows
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Genesys Cloud provides workflow configuration capabilities in Architect with flow actions that integrate Predictive Engagement with CRMs. Users can create workflows, manage data like variables, use expressions, and leverage built-in variables. Key workflow actions include calling modules, getting secured data, encrypting/decrypting data, looking up data tables, retrieving canned responses, getting/setting conversation data, updating data, ending workflows, finding queues/skills/schedules/users, directing process branches based on conditions, evaluating multiple cases under different circumstances, making routing decisions based on schedules/groups, repeating actions in loops, sending notifications to users, jumping to different states, grouping process steps, calling other tasks, pausing the process, and more.
- Genesys Cloud CX 1, Genesys Cloud CX 2 Genesys Cloud CX 3, or Genesys Cloud CX 4 license
- Architect > Flow > Launch
- The appropriate Predictive Engagement permissions. For more information, see Predictive Engagement permissions overview.
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.
| 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. |
| Icon | 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. | ||
| Data Table Lookup | Retrieve data stored in a Genesys Cloud data table. | ||
| Get Response | Select a predefined response 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 Data | Assign values to flow or task level variables. | ||
| Disconnect | 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. | ||
| Search External Contacts | Find one or more external contacts based on your search terms. | ||
| Find | 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. | |
| Call Task | Call another task. | ||
| Wait | Wait | Pause the message process for a duration or until a time that you specify. |
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