Call Routing & Message Routing

Call Routing Navigation: Admin → Routing → Call Routing Message Routing Navigation: Admin → Routing → Message Routing

Overview

Both Call Routing and Message Routing serve the same fundamental purpose: mapping an inbound address to an Architect flow. The difference is the channel.

Call Routing

What Is a Call Route?

A Call Route connects an inbound telephone number to an Architect inbound call flow, with optional schedule-based and emergency routing logic layered on top.

When a customer dials a number, Genesys Cloud:

1. Identifies the matching call route
2. Checks if an emergency group is active
3. Evaluates the schedule group (open / closed / holiday)
4. Executes the appropriate Architect flow

Call Route Components

Routing Mode: Always Open vs. Schedule-Based

Holiday Routing Options

Creating a Call Route

1. Admin → Routing → Call Routing
2. Click Add
3. Enter Route Name and select Division
4. Assign Inbound Numbers (DIDs)
5. Choose Routing Mode:
   • If Always Open: select the single Call Flow
   • If Schedule-Based: select Schedule Group, then assign Open Flow, Closed Flow, and Holiday options
6. Optionally configure Emergency Routing:
   • Enable emergency toggle
   • Select Emergency Group
   • Select Emergency Flow
7. Click Save

Call Routing Decision Flow

Inbound call arrives on DID
      ↓
Call Route identified
      ↓
Emergency Group active?
  YES → Emergency Flow
  NO  ↓
Always Open?
  YES → Open Flow
  NO  ↓
Schedule Group evaluation
  ↓
┌──────────┬──────────┬──────────┐
│  Open    │  Closed  │ Holiday  │
│  Flow    │  Flow    │  Flow    │
└──────────┴──────────┴──────────┘

Prerequisites Before Creating a Call Route

• Inbound number (DID) provisioned and available in the org
• At least one published Architect inbound call flow
• Schedule Group configured (if using schedule-based routing)
• Emergency Group created (if emergency routing needed)

Call Route Example

Message Routing

What Is Message Routing?

Message Routing maps an inbound messaging address or number to an Architect inbound message flow. When a customer sends an SMS or web message to a configured address, Genesys routes it to the associated flow for bot handling or agent queue delivery.

Message Routing Page Layout

The Message Routing page shows two columns:

Each routing entry links one or more addresses to one flow.

Message Routing Components

ℹ️ Unlike Call Routing, Message Routing has no built-in schedule group or emergency group fields. Time-based logic for messaging is handled inside the Architect message flow itself using Evaluate Schedule Group actions.

Creating a Message Route

1. Admin → Routing → Message Routing
2. Click + (Add)
3. Click Select Flow → begin typing the flow name → select it
4. Click Select Addresses → choose the inbound number(s) or address(es)
5. Click Add
6. Click Save

Prerequisites Before Creating a Message Route

• Messaging channel provisioned (SMS number, web messaging widget, etc.)
• Published Architect inbound message flow

Message Routing Workflow

Customer sends message
      ↓
Messaging channel (SMS / Web Messaging / App)
      ↓
Inbound address matched
      ↓
Message Routing entry found
      ↓
Architect Inbound Message Flow executes
      ↓
Bot / automation or agent queue

Common Message Flow Patterns

Message Route Example

Troubleshooting

Call Routing

Message Routing

Key Facts for Exam / Interview

See Also

• Scheduling & Schedule Groups — the schedule groups referenced by call routes
• Emergency Groups — the override mechanism for call routing
• Architect Overview — building the inbound call and message flows
• Prompt Management — audio messages used inside those flows