Set Post-Flow action

AI-generated summary

Genesys Cloud provides advanced call flow management through its Set Post-Flow action, enabling automatic transfers to inbound flows or voice surveys after initial interactions end. The system requires Edge and Media Tier version 1.0.0.15220 or later and specific licensing including Genesys Cloud CX 1 WEM Add-on II, CX 2 WEM Add-on I, or CX 3. Users can configure transfers for agents, callers, or any disconnect scenario, with the action remaining active until cleared by Clear Post-Flow or Transfer to Secure Flow actions. The platform supports post-call surveys, external transfers, and data action triggers while maintaining call connectivity. Implementation involves using the Architect toolbox editor to customize settings and JSON invocation data parameters. Voice surveys are limited to inbound calls and process before scheduled callbacks. For messaging flows, post-flow actions trigger upon participant disconnection. Notable limitations include the inability to transfer agents to voice survey flows and a 10-day expiration for invocation data in Post Flow operations. The action cannot trigger if callers abandon calls before reaching an agent.

PrerequisitesClick to expand

Use the Set Post-Flow action to transfer an interaction to an inbound call flow, voice survey flow, or inbound message flow rather than disconnect the call to transfer to a post-call survey, external parties, trigger data actions, or post-interaction messages.

With this action, assign the post-flow action to the interaction so that the post-flow action stays on the interaction until you remove it with the Clear Post-Flow action or use the Transfer to Secure Flow action. For example, because the customer did not consent to the voice survey:

Show meClick to expand

The action is available in inbound call flows, in-queue call flows, inbound message flows, and common module flows. To access the action, drag a Set Post-Flow action into the editor from the Flow category of the Architect toolbox and configure the action according to your design.

The following video demonstrates how the Set Post-Flow action works in an inbound call flow:

Note: You can also choose to invoke a voice survey flow in the Set Post-Flow action. For more information on voice survey flows, see Work with voice survey flows.

Set Post-Flow action for inbound and in-queue call flowsClick to expand

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target	Select the target of the post-flow action from the drop-down: To trigger the post-flow action and transfer the agent when the caller disconnects, select Agent (‘callee’). To trigger the post-flow action and transfer the caller when the agent disconnects, select Caller (‘caller’). To trigger the post-flow action for any disconnect, select Any (‘any’). Note: If the caller abandons the call before it reaches an agent, no transfer target exists for the post-flow action, and Genesys Cloud cannot trigger the action.
Action Type	The post-flow action to invoke. You can select whether to transfer to an inbound call flow or a voice survey flow. The default value is `inboundCallFlow`.
Inbound Call Flow	In the Inbound Call Flow box, perform any of the following actions: To invoke an existing inbound call flow, click Select an Inbound Call Flow and choose the call flow to use. If you select an existing inbound call flow, then to open the flow click . To create a new inbound call flow, click .
Voice Survey Flow	In the Voice Survey Flow box, perform any of the following actions: To invoke an existing voice survey flow, click Select a Voice Survey Flow and choose the voice survey flow to use. If you select an existing voice survey flow, then to open the flow, click . To create a new voice survey flow, click . Notes: If you configure the Set Post-Flow action in your inbound call flow to launch a voice survey flow, when an agent schedules a callback to a customer and ends the initial interaction, Genesys routes the interaction through the voice survey before the callback might happen. Genesys Cloud does not support transferring the agent (‘callee’) to a voice survey flow. Currently, Genesys Cloud supports post-call surveys only for inbound calls.
Invocation Data	An optional literal value of the JSON data type that you can pass to the inbound call or voice survey flow you invoke, which is available in the invoked flow via the `Call.InvocationData` variable. This value can also be an expression and defaults to no value.

Set Post-Flow action for inbound message flowsClick to expand

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Target	Select the target of the post-flow action from the drop-down list: To trigger the post-flow action and transfer the agent when the messaging participant disconnects, select Agent (‘agent’).
Action Type	The post-flow action to invoke. Currently, you can select the action type as an inbound message flow.
Inbound Message Flow	In the Inbound Message Flowdrop-down list, perform any of the following actions: To invoke an existing inbound message flow, click Select an Inbound Message Flow and choose the message flow to use. If you select an existing inbound message flow, then to open the flow, click . To create a new inbound message flow, click .
Invocation Data	An optional literal value of the JSON data type that you can pass to the inbound message flow you invoke. This value can also be an expression and it defaults to no value. Note: The invocation data will not be available in the Post Flow if launched 10 days after the Set Post-Flow action executes.

[NEXT] Was this article helpful?

Get user feedback about articles.

Set Post-Flow action View summary

[NEXT] Was this article helpful?

Set Post-Flow action