Day 4: Genesys Cloud Architect – Flow Types & Advanced Use

Cases

Introduction to Genesys Cloud Architect Flow

Genesys Cloud Architect is a powerful tool that enables businesses to design, manage, and
optimise customer interactions across multiple channels, including voice, chat, email, and
SMS. By creating flows, businesses can automate processes, improve customer experiences,
and ensure efficient routing of interactions. Flows are essentially workflows that define how
customer interactions are handled, from the moment a call is received to the final
resolution.

In this session, we’ll dive deeper into the different types of flows, explore advanced use
cases, and provide step-by-step instructions for creating and managing flows in Genesys
Cloud Architect.

Types of Flows in Genesys Cloud Architect

Genesys Cloud Architect offers several flow types, each designed to handle specific types of
customer interactions. Below is a detailed breakdown of the main flow types, along with
real-world examples and use cases.

1. Inbound Call Flow

- Interactive Voice Response (IVR) menus.

- Call routing to queues, agents, or external numbers.

- Integration with external systems for data retrieval.

-Example Use Case:

- A retail company uses an Inbound Call Flow to direct customers to different departments
(Sales, Support, Billing) based on their input. For example:

- Press 1 for Sales: Routes the call to the sales team.

- Press 2 for Support: Routes the call to the technical support team.

- Press 3 for Billing: Routes the call to the billing department.

- The flow also includes a self-service option where customers can check their order status
by entering their order number.

2. In-Queue Flow

-Purpose: Manages interactions while customers are waiting in a queue.

-Key Features:

- Plays announcements (e.g., estimated wait time, promotional messages).

- Offers callback options.

- Provides self-service options to reduce wait times.

-Example Use Case:

- A healthcare provider uses an In-Queue Flow to:

- Play appointment reminders.

- Offer a callback option if the wait time exceeds 5 minutes.

- Provide self-service options for rescheduling appointments or checking lab results.

4.. Outbound Flow

-Purpose: Handles automated outbound interactions, such as notifications, reminders, or

- Automated dialling for outbound calls.

- Integration with CRM systems for personalised messages.

- Callback options for customers who miss the call.

- Example Use Case:

- A telecom company uses an Outbound Flow to:

- Send payment reminders to customers with overdue bills.

- Conduct customer satisfaction surveys after a support interaction.

- Notify customers about service outages or updates.

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5. Secure Flow

- Purpose: Handles sensitive information securely, such as credit card payments or personal
data.

- Key Features:

- Prevents agents from hearing or seeing sensitive information.

- Uses secure IVR for data entry.

- Complies with PCI-DSS and other security standards.

- Example Use Case:

- An e-commerce store uses a Secure Flow to:

- Allow customers to enter credit card details securely over IVR for payment processing.

- Mask sensitive information from agents during the interaction.

- Provide a secure way for customers to update their personal information.

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Step-by-Step Guide to Creating an Inbound Call Flow

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Step 1: Open Genesys Cloud Architect

1. Log in to Genesys Cloud CX.

2. Navigate to the Admin Panel → Under ,Routing, click ,Architect

3. Click Create New Flow.

4. Select Inbound Call Flow.

5. Enter a name (e.g., “Customer Support Flow”) and description.

6. Click Create.

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Step 2: Add a Starting Task

1. In the Flow Designer, locate the Starting Task.

2. Rename it to something descriptive, such as “Main Menu”.

3. Drag a Play Audio task from the toolbox and connect it to the Starting Task.

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Step 3: Add a Welcome Message

1. Double-click the Play Audio task.

2. In the text box, type:

- “Welcome to ABC Customer Support. Press 1 for Sales, 2 for Support, 3 for Billing.”

3. Click save.
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#### Step 4: Create a Menu for Call Routing

1. Drag a Menu Task below the Play Audio task.

2. Name it “Main Menu”.

3. Add the following options:

- 1 → Transfer to Sales

- 2 → Transfer to Support

- 3 → Transfer to Billing

4. Drag Transfer to ACD tasks for each option and connect them to the menu.

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Step 5: Set Up Call Transfers

1. Click on the **Transfer to ACD** task for “Sales”.

2. Select the appropriate queue (e.g., “Sales Queue”).

3. Repeat for Support and Billing.

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Step 6: Handle Invalid Input

1. Drag a **Decision Task** below the menu.

2. If the input is not 1, 2, or 3, loop back to the menu with a message:

- “Invalid input. Please try again.”

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Step 7: Publish the Flow

1. Click Validate to check for errors.

2. Click Publish to activate the flow.

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Business Use Cases for Advanced Flows

1. Advanced IVR with Self-Service

Scenario: A bank wants to provide customers with self-service options for checking
balances, requesting account statements, or speaking to an agent.

-Solution:

- Use Data Action Tasks to fetch customer balances from a database.

- Provide options for customers to download statements via email or SMS.

- Integrate with a chatbot for additional self-service options.

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2. Intelligent Callback System

Scenario: A telecom provider wants to offer a callback option if the wait time exceeds 5
minutes.

- Solution:

- Use an In-Queue Flow to collect customer numbers.

- Trigger a Create Callback Task to schedule a call when an agent is available.

- Send an SMS notification to the customer with the callback time.

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3. AI-Powered Call Routing

-Solution:

- Use Predictive Engagement to identify high-value customers.

- Route them to a dedicated VIP queue.

- Provide agents with contextual information about the customer’s history and preferences.

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Key Terminologies Explained

1. Menu Task

- A decision-making task that presents options to the caller.

- Example: “Press 1 for Sales, 2 for Support.”

2. Play Audio Task

- Used to play a recorded message or text-to-speech response.

- Example: “Welcome to our contact center.”

3. Transfer to ACD Task

- Routes calls to a specific queue or agent.

- Example: Directing support inquiries to the technical support team.

4. Data Action Task

- Fetches data from external systems like CRM or databases.

- Example: Retrieving a customer’s account balance from a banking system.

5. Secure IVR

- A protected flow where customers enter sensitive data without agent intervention.
 - Example: Customers input their credit card number via keypad for payment.

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Conclusion

Genesys Cloud Architect is a versatile tool that enables businesses to design and manage
customer interactions with ease. By leveraging Inbound, In-Queue, Agent, Outbound, and
Secure Flows, businesses can automate processes, improve customer service, and optimise
operations. Advanced use cases, such as AI-powered routing and intelligent callback
systems, further enhance the customer experience.

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Next Topic: Day 5 - Advanced Routing in Genesys Cloud Architect

In the next session, we’ll explore:

AI-Powered Routing: Using machine learning to predict customer intent and route
interactions accordingly.

Skills-Based Routing: Matching customers with agents based on specific skills or expertise.

Predictive Routing: Anticipating customer needs and routing interactions proactively.

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Note

This content has been enhanced with additional examples, detailed explanations, and
advanced use cases to provide a comprehensive understanding of Genesys Cloud Architect
flows. For further reading, visit the [Genesys Resource
Center](https://help.mypurecloud.com/).