Set Post-Flow action

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Genesys Cloud provides the Set Post-Flow action to transfer interactions to inbound call flows, voice survey flows, or inbound message flows instead of disconnecting calls or transferring to external post-call surveys. This action assigns a post-flow designation to interactions that persists until removed via the Clear Post-Flow action or Transfer to Secure Flow action. The Set Post-Flow action is available in inbound call flows, in-queue call flows, inbound message flows, and common module flows. Configuration requires Edge and Media Tier version 1.0.0.15220 or later, and voice survey flow invocation requires one of the licenses: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3. Key configurable parameters for call flows include a distinctive action name, a target selection specifying whether the post-flow action triggers when the agent disconnects (Agent), caller disconnects (Caller), or either party disconnects (Any), and an action type designating either an inbound call flow or voice survey flow as the transfer destination. Users can select existing flows, create new flows, or open existing flows through the interface. Optional invocation data in JSON format can be passed to invoked flows via the Call.InvocationData variable. For messaging workflows, the Label field designates the action's display name in the flow structure. The Target parameter specifies the action trigger point, with the "Agent" option available to initiate the post-flow action upon agent disconnection. The Action Type currently supports inbound message flows as the primary option. Users can select existing inbound message flows through a dropdown menu, access flow details via an open function, or create new inbound message flows as needed. The Invocation Data field accepts optional JSON-formatted literal values or expressions to pass data to the invoked inbound message flow. Notable limitations include: post-flow actions cannot transfer agents to voice survey flows; Genesys Cloud currently supports post-call surveys for inbound calls only; if a caller abandons the call before reaching an agent, no transfer target exists and the post-flow action cannot trigger; when callbacks are scheduled, voice survey flows execute before the callback occurs; and invocation data passed through this mechanism becomes unavailable in the Post Flow if the action executes more than 10 days after the Set Post-Flow action is initially configured

PrerequisitesClick to expand

Use the Set Post-Flow action to transfer an interaction to an inbound call flow, voice survey flow, or inbound message flow rather than disconnect the call to transfer to a post-call survey, external parties, trigger data actions, or post-interaction messages.

With this action, assign the post-flow action to the interaction so that the post-flow action stays on the interaction until you remove it with the Clear Post-Flow action or use the Transfer to Secure Flow action. For example, because the customer did not consent to the voice survey:

Show meClick to expand

The action is available in inbound call flows, in-queue call flows, inbound message flows, and common module flows. To access the action, drag a Set Post-Flow action into the editor from the Flow category of the Architect toolbox and configure the action according to your design.

The following video demonstrates how the Set Post-Flow action works in an inbound call flow:

Note: You can also choose to invoke a voice survey flow in the Set Post-Flow action. For more information on voice survey flows, see .

Set Post-Flow action for inbound and in-queue call flowsClick to expand

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target	Select the target of the post-flow action from the drop-down: To trigger the post-flow action and transfer the agent when the caller disconnects, select Agent (‘callee’). To trigger the post-flow action and transfer the caller when the agent disconnects, select Caller (‘caller’). To trigger the post-flow action for any disconnect, select Any (‘any’). Note: If the caller abandons the call before it reaches an agent, no transfer target exists for the post-flow action, and Genesys Cloud cannot trigger the action.
Action Type	The post-flow action to invoke. You can select whether to transfer to an inbound call flow or a voice survey flow. The default value is `inboundCallFlow`.
Inbound Call Flow	In the Inbound Call Flow box, perform any of the following actions: To invoke an existing inbound call flow, click Select an Inbound Call Flow and choose the call flow to use. If you select an existing inbound call flow, then to open the flow click . To create a new inbound call flow, click .
Voice Survey Flow	In the Voice Survey Flow box, perform any of the following actions: To invoke an existing voice survey flow, click Select a Voice Survey Flow and choose the voice survey flow to use. If you select an existing voice survey flow, then to open the flow, click . To create a new voice survey flow, click . Notes: If you configure the Set Post-Flow action in your inbound call flow to launch a voice survey flow, when an agent schedules a callback to a customer and ends the initial interaction, Genesys routes the interaction through the voice survey before the callback might happen. Genesys Cloud does not support transferring the agent (‘callee’) to a voice survey flow. Currently, Genesys Cloud supports post-call surveys only for inbound calls.
Invocation Data	An optional literal value of the JSON data type that you can pass to the inbound call or voice survey flow you invoke, which is available in the invoked flow via the `Call.InvocationData` variable. This value can also be an expression and defaults to no value.

Set Post-Flow action for inbound message flowsClick to expand

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target	Select the target of the post-flow action from the drop-down list: To trigger the post-flow action and transfer the messaging participant when the agent disconnects, select Agent (‘agent’).
Action Type	The post-flow action to invoke. Currently, you can select the action type as an inbound message flow.
Inbound Message Flow	In the Inbound Message Flowdrop-down list, perform any of the following actions: To invoke an existing inbound message flow, click Select an Inbound Message Flow and choose the message flow to use. If you select an existing inbound message flow, then to open the flow, click . To create a new inbound message flow, click .
Invocation Data	An optional literal value of the JSON data type that you can pass to the inbound message flow you invoke. This value can also be an expression and it defaults to no value. Note: The invocation data will not be available in the Post Flow if launched 10 days after the Set Post-Flow action executes.

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