Common Module Flows & Outbound Call Flows
Two additional Architect flow types that complete the flow coverage for Chapter 5.
Common Module Flows
| Section |
Description |
| Feature Area |
Architect / Flows |
| Flow Type |
Common Module |
| Navigation |
Admin → Architect → Flows → Common Module |
| Primary Function |
Build reusable logic once and call it from multiple flows — reduces duplication across flow types |
A common module flow is a reusable container of Architect logic. Instead of rebuilding the same authentication check, language selection, or routing block in every flow, you build it once as a common module and call it from any compatible flow using the Call Common Module action.
Study Notes
| Topic |
Explanation |
| Common Module |
A flow that contains reusable logic callable from other Architect flows |
| Call Common Module action |
The action used within a parent flow to invoke a common module — available in all flow types |
| Compatible Flow Types |
Defined when creating the common module — determines which flow types can call it |
| Snapshot behavior |
When a consuming flow publishes, Architect snapshots the current version of the common module into that flow |
| Update behavior |
Changes to a common module do not automatically propagate — consuming flows must be republished to pick up changes |
| Older version usage |
If you want a consuming flow to stay on an older version, publish the consuming flow before updating the common module |
| Size limit |
Common module flows have a lower size limit than other flow types |
| Input variables |
Optional — pass values into the common module from the calling flow |
| Output variables |
Returned from the common module back to the calling flow (visible in the right panel) |
| Dependency tracking |
Use dependency tracking to view common module version numbers in use |
Compatible Flow Types
When creating a common module, you select which flow types it's compatible with. The available actions inside the common module depend on these selections — flow-specific actions are not shared.
| Flow Type Category |
Examples |
| Voice |
Inbound Call, Outbound Call, In-Queue Call, Secure Call |
| Digital |
Inbound Message, Inbound Email, Inbound Chat |
| Back-office / Automation |
Workflow, Workitem |
| Bot |
Bot Flow, Digital Bot Flow |
You can add or remove compatible flow types after creation under Settings → Common Module Settings.
Common Module vs Reusable Task (within a flow)
| Attribute |
Common Module |
Reusable Task (in-flow) |
| Scope |
Callable from multiple flows |
Only within a single flow |
| Where defined |
Separate Common Module flow |
Within the flow itself |
| Callable from |
Any compatible flow type via Call Common Module action |
Only the parent flow |
| Versioning |
Snapshot taken at publish time |
Part of the parent flow's version |
Call Common Module Action
| Attribute |
Detail |
| Available in |
All flow types |
| Configuration |
Name the action · Select common module flow · Select version (Published or Debug) |
| Input variables |
Map values from the calling flow into the common module |
| Output variables |
Appear in the calling flow's right panel after the action |
| Version note |
Always uses the most recently published version unless you explicitly select an older published version |
Size Limit
Common module flows have a lower size limit than other Architect flow types. Monitor the flow size indicator under Insights & Optimizations → Flow Size (available at 4 levels: Low / Medium / High / Full).
Use Cases
| Use Case |
Example |
| Authentication block |
Verify account number → look up in data table → set customer tier variable |
| Language selection menu |
Play language options → capture choice → set language variable |
| Business hours check |
Evaluate schedule → return open/closed flag |
| Emergency routing check |
Check emergency group status → return emergency flag |
| Standard queue transfer |
Unified transfer logic used across multiple flows |
Key Takeaways — Common Modules
| Topic |
Summary |
| Purpose |
Reusable logic across multiple flows — reduces duplication |
| Call action |
Call Common Module — available in all flow types |
| Snapshot on publish |
Consuming flow snapshots the common module at publish time |
| Must republish to update |
Changes don't auto-propagate — consuming flow must be republished |
| Lower size limit |
Common modules have stricter size constraints than other flows |
| Compatible flow types |
Defined at creation — determines available actions |
Outbound Call Flows
| Section |
Description |
| Feature Area |
Architect / Flows |
| Flow Type |
Outbound Call |
| Navigation |
Admin → Architect → Flows → Outbound Calls |
| Primary Function |
Process outbound calls placed by dialing campaigns — handles live answers and voicemails for agentless outbound |
| Key Dependency |
Requires a Contact List and a default Wrap-Up Code before the flow can be created |
Outbound flows process calls that are made without agents — specifically those made by Outbound Dialing Campaigns. The campaign's Call Analysis Response determines which outbound flow handles a live answer versus a voicemail, so the IVR can behave differently depending on what answered the call.
Study Notes
| Topic |
Explanation |
| Outbound Flow |
An Architect flow that handles calls placed by an outbound campaign — no agent connected |
| Contact List |
Required — must be associated when creating the outbound flow; provides the call.contact variable and its properties |
| Default Wrap-Up Code |
Required — must be selected at creation; used to tag the interaction if no other wrap-up is set during the flow |
call.contact variable |
Automatically available in outbound flows — contains properties from the associated contact list (name, phone, custom fields) |
| Call Analysis Response |
Configured in Outbound Dialing — determines which outbound flow receives a live answer vs a voicemail |
| Agentless use case |
The flow handles the entire interaction with no agent handoff — plays a message, collects data, or transfers |
| Flow author vs admin |
Flow authors design the routing logic; outbound admins configure which flow runs for a given campaign |
Outbound Flow vs Inbound Flow — Key Differences
| Attribute |
Inbound Call Flow |
Outbound Call Flow |
| Initiator |
Inbound customer call |
Outbound campaign dials the contact |
| Agent involvement |
Routes to agent |
No agent — fully automated unless transferred |
| Contact List required |
No |
Yes — required at creation |
| Wrap-Up Code required |
No |
Yes — required at creation |
call.contact variable |
Not available |
Automatically available |
| Assigned via |
Call Routing config |
Outbound → Call Analysis Responses |
Creation Requirements
Before creating an outbound flow, the following must exist in the org:
| Prerequisite |
Why |
| At least one Contact List |
Required field at flow creation |
| At least one Wrap-Up Code |
Required default selection at flow creation |
Navigation
| Task |
Path |
| Create Outbound Flow |
Admin → Architect → Flows → Outbound Calls → Add |
| Configure outbound settings within the flow |
Settings → Outbound (within the flow's configuration page) |
| Assign flow to a campaign |
Admin → Outbound → Campaign Management → Call Analysis Response |
Configuration Fields (Create Flow Dialog)
| Field |
Description |
Required |
| Name |
Unique name for the flow (max 200 characters) |
Yes |
| Description |
Optional context |
No |
| Default Language |
Language for TTS in the flow |
Yes |
| Division |
Division assignment |
Yes |
| Contact List |
The contact list associated with this flow |
Yes |
| Default Wrap-Up Code |
Wrap-up code applied if no other code is set |
Yes |
Some Architect Toolbox actions are not available in Outbound Call flows (not displayed in the toolbox). Outbound flows share most features with inbound flows but have certain omissions related to inbound-specific functions (e.g., queue wait, in-queue handling).
Call Analysis Response — Connection to Outbound Flows
The Call Analysis Response (configured in Outbound Dialing) is what connects a campaign to specific outbound flows:
| Call Analysis Result |
Action |
| Live Voice Answer |
Route to the live answer outbound flow |
| Answering Machine / Voicemail |
Route to the voicemail outbound flow |
| Busy / No Answer |
Configure retry behavior |
This means an organization will typically have separate outbound flows for live answers and voicemails within the same campaign.
Key Takeaways — Outbound Call Flows
| Topic |
Summary |
| Purpose |
Handle agentless outbound campaign calls (live answer + voicemail) |
| Required at creation |
Contact List + Default Wrap-Up Code |
| call.contact variable |
Auto-available — contains contact list field values |
| Assigned to campaign |
Via Outbound → Call Analysis Response |
| Flow author role |
Designs the logic; does not specify which campaign uses the flow |
| Outbound admin role |
Configures which flow the campaign uses via Call Analysis Response |
| Differs from inbound |
No inbound queue routing; contact list required; call.contact available |
