Reusable task "template"?

Genesys Cloud Applications Architect
1

Is there a way in architect to create a reusable task that can dynamically route to another task/menu? I would like to create a reusable task template in which I pre-build most of the logic, but allow the actual flow architect specify where to go next via flow variable or some similar mechanism.

Additionally, are there any APIs that allow us to add custom actions to the Architect toolbox?

Thanks!
Evan

2

Use a Flow level variable instead of Task level so it's available for the entire flow to use. A reusable task can jump to a menu or another task. You can use a Switch action to look at the flow variable to decide which menu/task to go to.

No you can't add actions to the toolbox. But you can write your own data actions and execute them in the flow.

3

Hi Melissa,

Thanks for responding. I think I may not have been clear about what I'm looking to do with the flow. My organization is a Genesys partner org, so I'm trying to create a reusable flow template that can be given to a mutual customer.

If I use a Switch action, that will certainly let me route based on a variable... However, the termination points of that switch task will still be "Jump to reusable task" actions, which require me to select the reusable task from a dropdown.

What I actually am looking for is a way to put a "Jump to reusable task"-type action that doesn't make me select the reusable task from a dropdown. Instead, I would like that action to accept a variable that would be assigned the task name as a value. This would create a truly reusable task in that I could create it once, provide to a customer, and that customer (during implementation) would simply call that reusable task over and over after potentially re-setting the variable containing the destination task name.

Is there any way that I can accomplish behavior such as what I described above?

Also, bummer that there is no way to create a custom action in the Architect Toolbox. That would be a really great partner feature.

Thanks,
Evan

4

In that case, have you heard about scripting? You can write a script to build a flow. Then you can run it in different organizations and it will create that flow in each org. Be aware that this is currently in alpha.
See https://mypurecloud.github.io/purecloud-flow-scripting-api-sdk-javascript/

What kind of custom action do you want to add?

5

Hi Melissa,

Thanks for that. I had not heard of the scripting feature. Basically, I have a web service integration with our product to provide call visualization during a call flow. This means that each "menu" in a call flow actually has to be a reusable task that follows basically the same template (play audio, make web service call, collect input, choose where to go next). I would like to package that sequence of events into a single, reusable action that contains a set of parameters for the prompt, web service params, and routing.

Thanks,
Evan

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