WarmTransfer
ccaas platforms · published

Genesys Cloud Architect flows

Verified 2026-09-25 · 60 sources · tier 2–3

The Genesys Cloud 'Create a flow' article lists 15 Architect flow types: Inbound Call, Inbound Message, Inbound Email, Outbound Call, Bot, Digital Bot, Common Module, In-Queue Call, In-Queue Email, In-Queue Message, Secure Call, Workflow, Web Survey Invite, Voice Survey, and Workitem 29. An Architect flow name can be at most 200 characters 28.

Lifecycle, versioning, and publishing

Saving an Architect flow keeps it checked out to the author, while checking it in releases the flow so other Architect editors and admins can check it out 52. When another editor checks out a checked-in flow, Architect creates a new version number for it 11. The Architect Save menu offers Revert to Version to return a flow to a specific earlier version, and Discard to drop unsaved changes and reload the last saved version 51. Opening a previous version from the Available Versions dialog opens it in read-only mode 39. The Available Versions dialog displays each version's publication status, whether it represents the latest working copy, its latest check-in date, and the author who checked it in, while also allowing a user to unpublish the current published version 60.

Importing a flow configuration into an open flow overwrites the existing configuration, whereas exporting a flow makes it portable to other Genesys Cloud organizations 30. In the CX as Code genesyscloud_flow Terraform resource, changing a flow's name creates a new flow with a new GUID, leaving the original flow in the organization 57. The genesyscloud_flow resource deploys a flow from a YAML file specified by filepath, supports key/value substitutions, and provides a force_unlock argument that documentation states mirrors the archy CLI behavior 58.

While Architect publishes a flow, it displays the status messages Validating, Publishing, and Published in turn 47. Publishing a flow closes it for editing, and a flow cannot be locked by another user if it is to be published 46. When a flow reaches 98% of the maximum flow size, it can still be saved but cannot be published 54. When a flow reaches 100% of maximum flow size, it cannot be saved, though it can still be exported 53.

When a flow is published, Architect snapshots the User prompts it references and stores them with the published flow, ensuring that deleting the prompt later does not break the flow 43. Updating a User prompt used by a published flow produces no effect on that flow until the flow is republished 44. Architect similarly snapshots a common module into each consuming flow, meaning a new common module version reaches a consuming flow only when that consuming flow is republished 16. WarmTransfer's reading of the sources is that editing either User prompts or common modules changes nothing in production until every consuming flow is republished, because Architect snapshots both into the published flow 55. A common module flow cannot be used inside another common module flow, and a common module referenced by another published flow cannot be deleted 14​13. When enabled for multiple flow types, Architect restricts a common module to the actions and data types shared across those flow types 12. Common module flows also have a lower maximum flow size than other flow types 15.

Call routing and in-queue behavior

Publishing a new flow makes it available on the Call Routing or Message Routing admin page, where it can be assigned to numbers and schedules 45. Only call flows already published in Architect can be selected in a call route; unpublished flows cannot be targeted 6. A single call route can hold at most 4500 phone numbers, and high counts may degrade Edge processing performance 4. A call route can use a schedule group to direct calls to different flows for open hours, closed hours, and holidays, offering Closed Call Flow, Route to, or Bypass Holiday Routing for holiday options 7. A call route can also designate an emergency group and emergency call flow, but the emergency group must be activated at the time of the emergency for that flow to take effect 5.

In-queue flows customize the customer experience while waiting in a queue for an agent, with distinct in-queue flows available for call, email, and message interactions 37. Architect includes a built-in default in-queue flow with hold music only for calls; in-queue email and message flows require manual creation because they lack a built-in default 31. The default in-queue call flow is not published automatically and must be published before handling waiting calls 33. This default in-queue call flow cannot be deleted, and its name and description cannot be edited, though users with Architect editor or admin permissions can change its behavior 32. In-queue flows are built using Task actions; Menus and Reusable Tasks are unavailable within them 35. In-queue email and message flows disconnect after 72 hours 34. For outbound digital interactions, the in-queue flow does not launch—even if configured as the default—until an inbound response arrives 36.

In-queue flow selection follows a defined hierarchy:

  • An in-queue flow selected in an Architect Transfer to ACD action takes precedence over both the queue's configured in-queue flow and the organization default 42.
  • An in-queue flow chosen on the Queues page overrides the organization's default in-queue flow 41.
  • If no in-queue flow is set on the action or the queue, Genesys Cloud falls back to the organization default in-queue flow 40.

Execution, limits, and error handling

Architect runs at most 10,000 actions per flow invocation; exceeding this limit triggers error handling, which disconnects the interaction by default 38. If error handling jumps to a menu or reusable task after reaching the limit, Architect permits 1,000 additional actions before performing a silent disconnect if those are also exhausted 27. The maximum size of a variable passed into a flow is 32,000 characters, and exceeding this can cause the workflow target to fail 59.

Architect provides error handling via default error handling under Settings > Event Handling and via per-action failure paths on actions such as Call Data, Collect Input, and Transfer 21. For call flows, default error handling can disconnect the call, transfer to a queue, jump to a menu, or jump to a reusable task, optionally following pre-alert audio 3. The Transfer to ACD action accepts at most 20 preferred agent and score pairs; exceeding that threshold sets errorType to TooManyPreferredAgents on the failure path 1. In secure call flows, Genesys Cloud overrides the Transfer to ACD failure path and disconnects the call 2.

The Call Data Action includes three output paths: Success (endpoint reached and returned a result), Failure (execution error or result processing issue), and Timeout (configured execution time exceeded) 9. A Call Data Action can process a response of at most 2 MB, and larger responses route to the Failure path 8. Data actions in a call flow time out after 60 seconds by default, and an administrator can adjust the timeout between 1 and 60 seconds 18. Genesys recommends configuring Call Data Action timeouts to no more than 30 seconds 10. In contrast, data actions executed from Scripter or the Public API time out with an error after 20 seconds 19. Data actions evaluated in test mode time out after 19 seconds to permit a test report to return to the UI 20. Documented causes for a data action taking the Failure path include changed credentials, a deleted custom action referenced by the flow, zero or multiple search results, responses that no longer match the success schema, and endpoint timeouts 17.

Troubleshooting and execution data

Genesys Cloud retains historical flow execution data for 10 days 22. Execution data can be captured across four cumulative levels: Base (actions, menus, errors, events), Notes (adds variable values), Verbose Notes (adds conversation content), and All (adds action inputs and outputs) 25. An individual flow's execution data level can override the organization-level setting 24. However, flows containing more than 350 variables automatically fall back to the Base level 23. Secure flows report execution data exclusively at the Base level regardless of configured execution data settings 26.

Replay mode allows stepping through past flow instances along a timeline, offering controls for play/pause, step in, step over, step out, and breakpoints 48. Entering replay mode requires the Architect > Flow Instance > View and Search permissions as well as a flow with execution data enabled, and the flow cannot be edited while in replay mode 49​48. Within replay mode, variable values that are too large, encrypted, or failed are displayed with the markers ValueTooLarge, ValueRedacted, and ValueInvalid, respectively 50.

See also

Applicability

Applies to: Genesys Cloud Architect, Genesys Cloud call routing, Genesys Cloud data actions, and Genesys CX as Code Terraform provider. Deployments: multi-tenant. Sources checked 2026-09-25.

What remains uncertain

The absolute byte or item limit defining the maximum flow size prior to reaching the 98% and 100% thresholds is not covered by the sources below.

See also

Referenced by

  • Talkdesk — Talkdesk Studio flows are the counterpart of Genesys Architect flows; peer CCaaS flow designer

Sources

  1. 1
    The Transfer to ACD action accepts at most 20 preferred agent/score pairs; exceeding that sets errorType to TooManyPreferredAgents on the failure path.
    Transfer to ACD action · Transfer to ACD action; Preferred Agents field and Failure path · Checked 2026-09-25
  2. 2
    In secure call flows, Genesys Cloud overrides the Transfer to ACD failure path and disconnects the call.
    Transfer to ACD action · Transfer to ACD action; secure flow note under Failure path · Checked 2026-09-25
  3. 3
    For call flows, default error handling can disconnect the call, transfer to a queue, jump to a menu or jump to a reusable task, optionally after pre-alert audio.
    Failure paths in Architect - Genesys Cloud Resource Center · Failure paths in Architect; call and voicemail flow error handling · Checked 2026-09-25
  4. 4
    A single call route can hold at most 4500 phone numbers, and high counts may degrade Edge processing performance.
    Add a call route · Add a call route; phone number field note · Checked 2026-09-25
  5. 5
    A call route can name an emergency group and emergency call flow, but the emergency group must be activated at the time of the emergency for that flow to take effect.
    Add a call route · Add a call route; emergency routing step · Checked 2026-09-25
  6. 6
    Only call flows already published in Architect can be selected in a call route; a call route cannot point to an unpublished flow.
    Add a call route · Add a call route; flow selection step · Checked 2026-09-25
  7. 7
    A call route can use a schedule group to send calls to different flows for open hours, closed hours and holidays, with holiday options Closed Call Flow, Route to, or Bypass Holiday Routing.
    Add a call route · Add a call route; schedule group routing step · Checked 2026-09-25
  8. 8
    A Call Data Action can handle a response of at most 2 MB; a larger response sends the action down the Failure path.
    Call Data action - Genesys Cloud Resource Center · Call Data action; response size note · Checked 2026-09-25
  9. 9
    The Call Data Action has three output paths: Success (the endpoint was reached and returned a result), Failure (an execution error or a problem processing results) and Timeout (the configured execution time was exceeded).
    Call Data action - Genesys Cloud Resource Center · Call Data action; Success, Failure and Timeout path descriptions · Checked 2026-09-25
  10. 10
    Genesys recommends setting a Call Data Action timeout of no more than 30 seconds, although the default is one minute.
    Call Data action - Genesys Cloud Resource Center · Call Data action; Timeout field · Checked 2026-09-25
  11. 11
    When another editor checks out a flow that was checked in, Architect creates a new version number for the flow.
    Maintain a flow · Maintain a flow; Check in item · Checked 2026-09-25
  12. 12
    If a common module is enabled for several flow types, Architect restricts it to the actions and data types those flow types share.
    Work with common module flows - Genesys Cloud Resource Center · Work with common module flows; supported flow types paragraph · Checked 2026-09-25
  13. 13
    A common module flow that is referenced by another published flow cannot be deleted.
    Work with common module flows - Genesys Cloud Resource Center · Work with common module flows; constraints list · Checked 2026-09-25
  14. 14
    A common module flow cannot be used inside another common module flow.
    Work with common module flows - Genesys Cloud Resource Center · Work with common module flows; constraints list · Checked 2026-09-25
  15. 15
    Common module flows have a lower maximum flow size than other flow types.
    Architect flow size - Genesys Cloud Resource Center · Architect flow size; common module note · Checked 2026-09-25
  16. 16
    Architect snapshots a common module into each consuming flow, so a new common module version reaches a consuming flow only when that consuming flow is republished.
    Work with common module flows - Genesys Cloud Resource Center · Work with common module flows; versioning paragraph · Checked 2026-09-25
  17. 17
    Documented causes of a data action taking the Failure path in a flow include changed credentials, a deleted custom action still referenced in the flow, zero or multiple search results, a response that no longer matches the success schema, and endpoint timeouts.
    Data action fails in interaction flows - Genesys Cloud Resource Center · Data action fails in interaction flows; Cause sections · Checked 2026-09-25
  18. 18
    Data actions in a call flow time out after 60 seconds by default, and an administrator can set the timeout anywhere from 1 to 60 seconds.
    How many seconds before a data action times out? - Genesys Cloud Resource Center · FAQ answer; call flows sentence · Checked 2026-09-25
  19. 19
    Data actions run from Scripter or the Public API time out with an error after 20 seconds.
    How many seconds before a data action times out? - Genesys Cloud Resource Center · FAQ answer; Scripter and Public API sentence · Checked 2026-09-25
  20. 20
    Data actions in test mode time out after 19 seconds so that a test report can be returned to the UI.
    How many seconds before a data action times out? - Genesys Cloud Resource Center · FAQ answer; test mode sentence · Checked 2026-09-25
  21. 21
    Architect handles errors in two ways: default error handling under Settings > Event Handling, and per-action failure paths on actions such as Call Data, Collect Input and Transfer.
    Failure paths in Architect - Genesys Cloud Resource Center · Failure paths in Architect; opening paragraph · Checked 2026-09-25
  22. 22
    Genesys Cloud stores historical flow execution data for 10 days.
    Historical execution data overview - Genesys Cloud Resource Center · Historical execution data overview; retention statement · Checked 2026-09-25
  23. 23
    Flows with more than 350 variables fall back to the Base execution data level.
    Historical execution data overview - Genesys Cloud Resource Center · Historical execution data overview; limitations · Checked 2026-09-25
  24. 24
    An individual flow's execution data level can override the organization-level execution data setting.
    Manage execution data at the flow level - Genesys Cloud Resource Center · Manage execution data at the flow level; override procedure · Checked 2026-09-25
  25. 25
    Execution data can be captured at four cumulative levels: Base (actions, menus, errors, events), Notes (adds variable values), Verbose Notes (adds conversation content) and All (adds action inputs and outputs).
    Manage execution data at the flow level - Genesys Cloud Resource Center · Manage execution data at the flow level; level definitions · Checked 2026-09-25
  26. 26
    Secure flows report execution data only at the Base level, whatever the execution data setting.
    Historical execution data overview - Genesys Cloud Resource Center · Historical execution data overview; secure flows note · Checked 2026-09-25
  27. 27
    If error handling jumps to a menu or reusable task after the action limit, Architect allows 1,000 more actions and then performs a silent disconnect if those are also exhausted.
    How many actions can I run in a flow? · FAQ answer; error handling paragraph · Checked 2026-09-25
  28. 28
    An Architect flow name can be at most 200 characters.
    Create a flow - Genesys Cloud Resource Center · Create a flow; Name field description · Checked 2026-09-25
  29. 29
    The Genesys Cloud 'Create a flow' article lists 15 Architect flow types: Inbound Call, Inbound Message, Inbound Email, Outbound Call, Bot, Digital Bot, Common Module, In-Queue Call, In-Queue Email, In-Queue Message, Secure Call, Workflow, Web Survey Invite, Voice Survey and Workitem.
    Create a flow - Genesys Cloud Resource Center · Create a flow; per-flow-type creation sections · Checked 2026-09-25
  30. 30
    Importing a flow configuration into an open Architect flow overwrites the existing configuration; export makes a flow portable to other Genesys Cloud organizations.
    Maintain a flow · Maintain a flow; Import and Export items · Checked 2026-09-25
  31. 31
    Architect ships a built-in default in-queue flow (with hold music) only for calls; in-queue email and message flows have no built-in default and must be created.
    In-queue flows overview · In-queue flows overview; flow types section · Checked 2026-09-25
  32. 32
    The default in-queue call flow cannot be deleted and its name and description cannot be edited, though users with Architect editor or admin permission can change its behaviour.
    In-queue flows overview · In-queue flows overview; default in-queue call flow note · Checked 2026-09-25
  33. 33
    The default in-queue call flow is not published automatically; it must be published before it will handle calls waiting in queue.
    In-queue flows overview · In-queue flows overview; default in-queue call flow note · Checked 2026-09-25
  34. 34
    In-queue email and message flows disconnect after 72 hours.
    In-queue flows overview · In-queue flows overview; in-queue email and message flow section · Checked 2026-09-25
  35. 35
    In-queue flows are built from Task actions; Menus and Reusable Tasks are not available in in-queue flows.
    In-queue flows overview · In-queue flows overview; flow design paragraph · Checked 2026-09-25
  36. 36
    For outbound digital interactions the in-queue flow does not launch, even if set as default, until an inbound response arrives.
    In-queue flows overview · In-queue flows overview; outbound interactions note · Checked 2026-09-25
  37. 37
    An in-queue flow customises what the customer experiences while waiting in a queue for an agent, and in-queue flows exist for call, email and message interactions.
    In-queue flows overview · In-queue flows overview; opening paragraph · Checked 2026-09-25
  38. 38
    Architect runs at most 10,000 actions per flow invocation; exceeding this sends the flow into error handling, which disconnects by default.
    How many actions can I run in a flow? · FAQ answer; first paragraph · Checked 2026-09-25
  39. 39
    Opening a previous version of a flow from the Available Versions dialog opens it in read-only mode.
    View previous versions of a flow - Genesys Cloud Resource Center · View previous versions of a flow; opening a version · Checked 2026-09-25
  40. 40
    If no in-queue flow is selected in the action or on the queue, Genesys Cloud uses the organization's default in-queue flow.
    In-queue flow precedence - Genesys Cloud Resource Center · In-queue flow precedence; organization default · Checked 2026-09-25
  41. 41
    An in-queue flow selected on the Queues page overrides the organization's default in-queue flow.
    In-queue flow precedence - Genesys Cloud Resource Center · In-queue flow precedence; queue selection · Checked 2026-09-25
  42. 42
    An in-queue flow selected in an Architect Transfer to ACD action takes precedence over both the queue's in-queue flow and the organization default.
    In-queue flow precedence - Genesys Cloud Resource Center · In-queue flow precedence; Architect Transfer to ACD action · Checked 2026-09-25
  43. 43
    When a flow is published, Architect snapshots (copies) the User prompts it uses and stores them with the published flow, so deleting the prompt later does not break the flow.
    Updated prompt behavior in the flow - Genesys Cloud Resource Center · Updated prompt behavior in the flow; first paragraph · Checked 2026-09-25
  44. 44
    Updating a User prompt used by a published flow has no effect on that flow until the flow is republished.
    Updated prompt behavior in the flow - Genesys Cloud Resource Center · Updated prompt behavior in the flow; second paragraph · Checked 2026-09-25
  45. 45
    Publishing a new flow makes it available on the Call Routing or Message Routing admin page, where it can be assigned to numbers and schedules.
    Publish an Architect flow · Publish an Architect flow; paragraph after procedure · Checked 2026-09-25
  46. 46
    After a flow is published it is no longer open for editing, and a flow must not be locked by another user to be published.
    Publish an Architect flow · Publish an Architect flow; prerequisites and closing note · Checked 2026-09-25
  47. 47
    While Architect publishes a flow it shows the status messages Validating, Publishing and Published in turn.
    Publish an Architect flow · Publish an Architect flow; procedure step describing status messages · Checked 2026-09-25
  48. 48
    Replay mode steps through a past flow instance on a timeline with play/pause, step in, step over, step out and breakpoints, and the flow cannot be edited while in replay mode.
    Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center · Use replay mode; replay controls table · Checked 2026-09-25
  49. 49
    Replay mode needs the Architect > Flow Instance > View and Search permissions and a flow with execution data enabled.
    Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center · Use replay mode; prerequisites · Checked 2026-09-25
  50. 50
    In replay mode, variable values that are too large, encrypted or failed are shown as ValueTooLarge, ValueRedacted or ValueInvalid respectively.
    Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center · Use replay mode; variable value display · Checked 2026-09-25
  51. 51
    The Architect Save menu offers Revert to Version to return a flow to a specific earlier version, and Discard to drop unsaved changes and reload the last saved version.
    Maintain a flow · Maintain a flow; Discard and Revert items · Checked 2026-09-25
  52. 52
    Saving an Architect flow keeps it checked out to the author; checking it in releases it so other Architect editors and admins can check it out.
    Maintain a flow · Maintain a flow; Save and Check in items · Checked 2026-09-25
  53. 53
    When a flow reaches 100% of the maximum flow size it cannot be saved, but it can still be exported.
    Architect flow size - Genesys Cloud Resource Center · Architect flow size; 100% threshold note · Checked 2026-09-25
  54. 54
    When a flow reaches 98% of the maximum flow size it can still be saved but cannot be published.
    Architect flow size - Genesys Cloud Resource Center · Architect flow size; flow size indicator levels (Full) · Checked 2026-09-25
  55. 55
    Because Architect snapshots both User prompts and common modules into the published flow, editing either of them changes nothing in production until every consuming flow is republished.inferred
    Work with common module flows - Genesys Cloud Resource Center · Work with common module flows; versioning paragraph (combined with Updated prompt behavior in the flow) · Checked 2026-09-25
  56. 56
    System prompts, unlike User prompts, are not snapshotted and take effect without republishing the flow.
    Updated prompt behavior in the flow - Genesys Cloud Resource Center · Updated prompt behavior in the flow; note on system prompts · Checked 2026-09-25
  57. 57
    In the CX as Code genesyscloud_flow Terraform resource, changing a flow's name creates a new flow with a new GUID, and the original flow stays in the org.
    genesyscloud_flow Resource - terraform-provider-genesyscloud · docs/resources/flow.md; resource description · Checked 2026-09-25
  58. 58
    The genesyscloud_flow resource deploys a flow from a YAML file given by filepath, supports key/value substitutions, and offers force_unlock, which the docs say mirrors the archy CLI behaviour.
    genesyscloud_flow Resource - terraform-provider-genesyscloud · docs/resources/flow.md; filepath, substitutions and force_unlock arguments · Checked 2026-09-25
  59. 59
    The Genesys Cloud FAQ gives 32,000 characters as the maximum size of a variable passed into a flow, and warns that larger variables can cause the workflow target to fail.
    What is the size limit for each variable passed in to a flow? - Genesys Cloud Resource Center · FAQ answer · Checked 2026-09-25
  60. 60
    The Available Versions dialog shows each version's publication status, whether it is the latest working copy, its latest check-in date and the author who checked it in, and lets the user unpublish the current published version.
    View previous versions of a flow - Genesys Cloud Resource Center · View previous versions of a flow; Available Versions dialog · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Add a call route

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Architect flow size - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Call Data action - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Create a flow - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Data action fails in interaction flows - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Failure paths in Architect - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Historical execution data overview - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

How many actions can I run in a flow?

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

How many seconds before a data action times out? - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

In-queue flow precedence - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

In-queue flows overview

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Maintain a flow

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Manage execution data at the flow level - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Publish an Architect flow

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Transfer to ACD action

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Updated prompt behavior in the flow - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

View previous versions of a flow - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

What is the size limit for each variable passed in to a flow? - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Work with common module flows - Genesys Cloud Resource Center

Genesys · accessed 2026-09-25

tier 3 vendor-maintained repositories

genesyscloud_flow Resource - terraform-provider-genesyscloud

Genesys (MyPureCloud GitHub organisation) · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Genesys Cloud Architect flows. WarmTransfer. https://warmtransfer.net/knowledge/genesys-architect-flows

BibTeX

@misc{warmtransfer-genesys-architect-flows,
  title  = {Genesys Cloud Architect flows},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-architect-flows},
  note   = {Verified 2026-09-25}
}