Genesys doc says that, wherever a change state action is used, the flow replaces the current state and skips to the state mentioned in the change state action.
So, I tried configuring multiple states for different action items in the flow and use the change state action to keep the flow sequence going on till the ACD transfer. I have seen the same thing done using tasks in call flows, so, I'm assuming switching to states may work same as switching to tasks.
Is my assumption right or states don't exactly work like that?
In the same way that tasks group actions together into logical units, states group tasks together into logical units but the main difference between tasks and states is that there is exactly one state at a given time.
So in a flow, you can stack multiple tasks (for example: Task 1 calls Task 2, then Task 2 calls Task 3, and so on); however, you cannot stack states. If the flow is in one state and then switches to another state, the second state replaces the previous one.