# 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.

| Feature | Call Routing | Message Routing |
|---|---|---|
| Channel | Voice (inbound phone calls) | Digital (SMS, web messaging, messaging apps) |
| Entry point | Inbound telephone number (DID) | Inbound messaging address or number |
| Flow type | Inbound Call Flow | Inbound Message Flow |
| Schedule support | Yes — via Schedule Groups | No — message flows handle scheduling internally |
| Emergency support | Yes — via Emergency Groups | No |
| Admin location | Admin → Routing → Call Routing | Admin → Routing → Message Routing |

---

# 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

| Component | Description |
|---|---|
| **Route Name** | Unique identifier |
| **Division** | Administrative ownership |
| **Inbound Numbers** | The DID(s) assigned to this route |
| **Routing Mode** | Always Open, or Schedule-Based |
| **Schedule Group** | Determines open/closed/holiday logic |
| **Open Flow** | Architect flow during open hours |
| **Closed Flow** | Architect flow during closed hours |
| **Holiday Routing** | Use Closed Flow, Route to Holiday Flow, or Bypass |
| **Emergency Group** | Overrides all routing when activated |
| **Emergency Flow** | Architect flow when emergency is active |

---

## Routing Mode: Always Open vs. Schedule-Based

| Mode | When to Use |
|---|---|
| **Always Open** | 24/7 operations — one flow handles all calls regardless of time |
| **Schedule-Based** | Business hours operations — different flows for open, closed, and holidays |

---

## Holiday Routing Options

| Option | Behaviour |
|---|---|
| **Use Closed Flow** | Holiday calls follow the same logic as after-hours |
| **Route to Holiday Flow** | Dedicated holiday Architect flow (custom message) |
| **Bypass Holiday Routing** | Holiday schedules are ignored — treats holiday as a normal day |

---

## 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

| Setting | Value |
|---|---|
| Route Name | `US_Support_Main` |
| Division | `Customer Support` |
| Inbound Number | `+1-800-555-1234` |
| Routing Mode | Schedule-Based |
| Schedule Group | `US_Support_ScheduleGroup` |
| Open Flow | `Support_IVR_Main` |
| Closed Flow | `Support_AfterHours` |
| Holiday Option | Route to Holiday Flow |
| Holiday Flow | `Support_HolidayClosure` |
| Emergency Group | `US_Support_Emergency` |
| Emergency Flow | `Emergency_Announcement` |

---

---

# 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:

| Column | Description |
|---|---|
| **Inbound Message Flows** | The Architect flow that will process the message |
| **Inbound Address** | The messaging number or address that triggers the flow |

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

---

## Message Routing Components

| Component | Description |
|---|---|
| **Inbound Message Flow** | A published Architect inbound message flow |
| **Inbound Address** | SMS number, web messaging address, or other digital channel address |

> 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

| Pattern | Flow Logic |
|---|---|
| **Simple queue delivery** | Send greeting → Transfer to ACD queue |
| **Bot self-service** | Collect intent → automated response → escalate if unresolved |
| **Order status** | Request order number → Data Action lookup → return status |
| **Appointment scheduling** | Collect date/time preference → create callback |

---

## Message Route Example

| Setting | Value |
|---|---|
| Inbound Message Flow | `Customer_Service_MessageFlow` |
| Inbound Address | `+1-800-555-8888` |
| Division | `Customer Service` |

---

## Troubleshooting

### Call Routing

| Issue | Cause | Fix |
|---|---|---|
| Calls not reaching flow | DID not assigned to route | Verify inbound number on the call route |
| Wrong flow playing | Incorrect schedule group or flow assignment | Review schedule group and flow assignments |
| Emergency routing not activating | Emergency group not activated | Go to Emergency Groups → activate |
| Calls always closed | Schedule group time zone wrong | Verify time zone on the schedule group |
| Flow not executing | Flow is unpublished in Architect | Publish the flow |

### Message Routing

| Issue | Cause | Fix |
|---|---|---|
| Messages not reaching flow | Address not assigned to routing entry | Verify address assignment in message routing |
| Wrong flow triggered | Incorrect routing entry | Update the message routing entry |
| No automated response | Flow not published | Publish the Architect message flow |
| Duplicate routing | Address assigned to multiple entries | Check for conflicting routing entries |

---

## Key Facts for Exam / Interview

| Question | Answer |
|---|---|
| Where is call routing configured? | Admin → Routing → Call Routing |
| What determines open/closed routing for voice? | Schedule Groups |
| How do you override all routing for voice calls? | Activate an Emergency Group |
| Where is message routing configured? | Admin → Routing → Message Routing |
| Does message routing have schedule group support? | No — time-based logic is built into the Architect message flow |
| What must exist before creating either route type? | A published Architect flow of the matching type |

---

## 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