Administrators and contact center managers can use advanced routing capabilities in Architect for chat messages. This method routes and delivers incoming chat messages to the right queue based on a better understanding of the customer and intent.
Note: When you create an inbound chat flow, Architect adds a task and actions with default logic. This task honors legacy queue routing for chat messages. 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.
To set up chat, create an inbound chat flow in Architect and then select to route to the flow in Genesys Cloud > Admin > Contact Center > Widgets. For more information, see Create a widget for web chat.
Notes:
Genesys Cloud attempts to route replies to the last agent who handled the interaction. The agent must be on queue and not be fully utilized on interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.
Unlike call flows, inbound chat flows do not have failure or success paths. For potential routing errors, you can configure an action’s path. For example, add a Disconnect action or transfer to a specific queue. Inbound chat flows do not include language settings, in-queue handling, or audio controls such as DTMF or text-to-speech.
To familiarize yourself with inbound chat flows, review the following pages:
Create a more complex ordered sequence of chat elements that route to a chat recipient. Use any combination of data, expressions, prompts, and text elements.
Manage an ordered sequence of chat elements that the system plays back to the caller. Arrange the order of elements, add or delete elements, and edit an element’s configuration.
Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Review Architect permissions, which are based on flow design tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.
Source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
Retrieve a list of current and previous sessions for a given customer ID and ID type, and then store it in a variable to use within a chat flow or workflow.
Configure a switch action to specify what Architect does, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set when to evaluate multiple cases.
