In-queue flows overview

Publisher

Genesys

URL

https://help.genesys.cloud/articles/queue-call-flows/

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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 context
• 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 context
• The default in-queue call flow is not published automatically; it must be published before it will handle calls waiting in queue. in context
• In-queue email and message flows disconnect after 72 hours. in context
• In-queue flows are built from Task actions; Menus and Reusable Tasks are not available in in-queue flows. in context
• For outbound digital interactions the in-queue flow does not launch, even if set as default, until an inbound response arrives. in context
• 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 context
• The default in-queue flow cannot be deleted, and its name and description cannot be edited. in context
• The default in-queue flow is not published automatically; it must be published before it can handle calls waiting in queue. in context
• For a single email or message interaction, Architect opens at most 30 in-queue flows. in context
• In-queue email and in-queue message flows can run for at most 72 hours. in context
• In-queue flows are built from a Task; Menus and Reusable Tasks are not available in them. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). In-queue flows overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-in-queue-flows-overview

BibTeX

@misc{warmtransfer-genesys-help-in-queue-flows-overview,
  title  = {In-queue flows overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-in-queue-flows-overview},
  note   = {Genesys, accessed 2026-09-24}
}