Work with workflows

Genesys Cloud provides comprehensive workflow configuration capabilities through Architect, 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. Workflow actions are organized into functional categories that address specific operational needs. Common actions enable reuse of previously created logic through module flows, while Customer Secured Data actions manage encrypted data retrieval and assignment for interaction participants. Data actions retrieve customer information from integrations, execute rule-based decision tables, perform data table lookups, and manage conversation data and canned responses. External Contacts actions retrieve and search contact and organization information, and Find actions dynamically locate emergency groups, language skills, queues, schedules, schedule groups, ACD skills, and users at runtime. Conditional logic and routing capabilities include the Switch action for specifying execution conditions, Decision actions for conditional branching, and Schedule-related actions (Evaluate Schedule and Evaluate Schedule Group) for routing decisions based on predefined schedules. Loop control actions (Loop, Next Loop, and Exit Loop) manage process iteration with conditional continuation or early termination. Additional workflow control features include the State action for redirecting process flow, Task actions for grouping related steps into reusable routines, the Send Notification action for delivering messages to Genesys Cloud users, the Wait action for pausing processing, and Disconnect actions providing workflow exit functionality with reason codes. Journey actions obtain Predictive Engagement Journey Session IDs for chat flows, while Flow actions set workflow language. Access to these capabilities 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 that integrate with third-party systems via Architect API Resources in the Developer Center. An expression help feature provides built-in resources for creating sophisticated flow calculations, supporting complex workflow automation and data management within Genesys Cloud environments.