Work with secure call and bot flows

AI-generated summary

Genesys Cloud's secure flows allow processing secure actions or variables within Architect flows. Secure flows impact analytics metrics and assume secure functionality when consuming secure data, indicated by a key icon. Users can configure secure data resources, search for secure data, view version history, transfer calls to secure flows, return calls to agents from secure flows, and manage secure variables. Key features include the Extract Secure Data and Call Secure Data actions. Secure flows enable handling sensitive data like credit card charges securely. Architect permissions and secure call flow actions control access.

Series: Secure flows in Architect

Previous suggested step: Secure flow scenarios

PrerequisitesClick to expand

In Architect, a flow assumes secure functionality when processing a secure action or when a variable’s content is marked as secure. When it consumes secure data, a key icon appears.

Within a task, the key icon indicates that an action or an action beneath it is either secure or consumes secure data.

Notes:

Secure flows impact agent analytic metrics, including time in IVR, average time in IVR, agent handle time, average agent handle time, and agent talk time. For more information, see Metric definitions.
If a bot session is initiated from a secure call flow, the bot inherits the secure characteristics of the secure call flow, preventing a certain level of logging and recording of data to keep PCI/PII compliance.

To help familiarize yourself with secure flows in Architect, see Secure call flows overview and Secure flow scenarios. For more information on configuring and designing secure flows, review the following sections:

Secure flow configuration and setupClick to expand

Articles	Features you can configure
Manage data resources in a flow	Learn how to edit variables, view usage, and add and filter variables for flows.
Expression Help feature	Learn how to access the built-in expression resource to assist when creating task expressions.
Work with expressions	Use expressions to create sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect built-in variables for all flow types. The built-in variable for secure flows is Flow.InvocationData. In a secure flow, the Update Data action updates the variable to the value of Flow.InvocationData supplied to the secure flow.
Search for flows by dependency and Dependency Search tab	Perform a search for flows used by particular dependencies or resources, such as prompts, users, or queues.
About Architect	Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Architect permissions overview	Architect permissions 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.

Secure call flow actions and tasksClick to expand

Articles	Features you can configure
Create a flow	Learn how to create flows, including secure flows, in Architect.
Search for secure data within a flow	Learn how to find flows that contain data and to search for secure data within a flow.
Secure data version history	Access and view previous versions of a flow and see which versions contain secure data.
Extract Secure Data data action	In a secure flow, this action copies the data from a secure variable to a non-secure variable.
Call Secure Data data action	Use this action when dealing with sensitive data; for example, when charging a caller’s credit card.
Transfer to Secure Flow action	Call flows only: Learn about this action, available in inbound, outbound, and in-queue call flows.
Return to Agent action	Call flows only: Depending on the flow design, adding this action at the end of the secure flow can: Return the caller can return to the initial flow and reconnect with an agent. Disconnect the call if the flow instance is the only other participant other than the current call.
Manage a variable	View and edit a variable’s properties.
Print a copy of a flow	Learn how to generate a printable copy of a secure flow.

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Series: Secure flows in Architect

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Work with secure call and bot flows