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
