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: Identifies the matching call route Checks if an emergency group is active Evaluates the schedule group (open / closed / holiday) 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 Admin → Routing → Call Routing Click Add Enter Route Name and select Division Assign Inbound Numbers (DIDs) 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 Optionally configure Emergency Routing : Enable emergency toggle Select Emergency Group Select Emergency Flow 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 Admin → Routing → Message Routing Click + (Add) Click Select Flow → begin typing the flow name → select it Click Select Addresses → choose the inbound number(s) or address(es) Click Add 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