I am working on a project where we need to integrate custom workflows into the Genesys Cloud API to optimize some of our internal processes. While I have experience with APIs and cloud platforms, I am fairly new to Genesys Cloud, and I would appreciate any guidance on best practices for implementing and customizing workflows.
I would like to create a custom task flow that can interact with external systems. How do I properly set up these workflows, and what resources or API endpoints would be most relevant for this?
I have noticed that workflows can sometimes fail due to various reasons. What are the best strategies for handling errors or failures within a workflow, especially in a production environment?
What is the best way to automate these workflows based on certain triggers? Are there specific tools or integrations within the Genesys ecosystem that can help us streamline this process?
While the official docs are quite thorough, I am looking for some real-world examples or case studies of similar integrations. Has anyone had success in setting up complex workflows that you could share?
You managed to pack a lot of questions into one forum post. :). Here is some guidance I can give you. I am going to bold some key terms because I will point you to our Dev and Resource Center where you can find a ton of information
Architect Flows are how incoming interactions (voice, digital) enter Genesys Cloud. An architect flow is where they interaction is processed and usually routed. Architect flows are almost always defined through
our Genesys Cloud UI.
Architect Flows interact with the world outside of Genesys using Data Actions. Data Actions allow you
to invoke a third-party API like a REST API, AWS Lambda, or Google Cloud Function. They are a key
part of the Genesys ecosystem. Data Actions define the input and output contracts for the third-party
integration along with the target they are trying to invoke.
Genesys Cloud supports different types of integrations. We have over 2000 rest-based APIs. We also offer
three different eventing models: web sockets (notification APIs), AWS event bridge, and process automation triggers.
For task-type work, you will probably want to do a process automation trigger to listen to a Genesys Cloud event and then invoke a Genesys Cloud Architect workflow. These Architect flows are designed for backend automation work. With Genesys Cloud Architect workflows you will often end up doing some work and then triggering other work with Genesys Cloud work items.
Our Developer Center is pretty broad and deep, so I recommend you dig through our Guides section. Our guides section provides a high-level summary of key topic areas and is a "link farm" to many blueprints and videos. It is a great place to start. I would recommend you check your Event Processing Guide for more information on Process Automation Triggers).
Our search capabilities are pretty good, so if you type in the keywords I highlighted in this post you should be able to find more information. I hope that helps.
Thanks,
John Carnell
Director, Developer Engagement
