Inbound Email Flows & Inbound Chat Flows These are two distinct Architect flow types, each handling a specific digital channel. Both share structural similarities with Inbound Message flows but have channel-specific behaviors and limitations. Inbound Email Flows Section Description Feature Area Architect / Flows Flow Type Inbound Email Navigation (Architect) Admin → Architect → Flows → Inbound Email Navigation (Connect to domain) Admin → Contact Center → Email → [domain] → Route Settings → select flow Primary Function Route incoming ACD emails to the correct queue based on sender, subject, keywords, or scheduling logic What Inbound Email Flows Do Inbound email flows allow administrators to route and deliver incoming email messages to the right queue based on customer identity and intent. The flow is assigned to an email domain in the Email routing settings and runs when a new inbound email arrives. Email Flow Characteristics Attribute Value / Description Does NOT have failure/success paths Unlike call flows — errors are handled by configuring an action's path (e.g., Disconnect, Transfer to Queue) No language settings Inbound email flows do not support language configuration No in-queue handling Cannot trigger an in-queue flow from within the email flow itself No audio controls No DTMF, no text-to-speech Maximum wait time 72 hours In-queue flow limit 30 in-queue flows per email interaction (prevents looping when target queue = current queue) In-queue flow initial period 60 seconds (recurring states run every 5 minutes + 5 second added wait) Auto-generated email handling Configurable — default is Disconnect ; can be set to "Process as normal" Auto-Generated Email Detection Genesys Cloud automatically identifies auto-generated emails by confirming all three of these headers: Header Value That Triggers Auto-Generated Flag Auto-Submitted Not equal to "no" Precedence Contains "bulk" X-Autoreply Contains "yes" Default behavior: auto-generated emails are disconnected . Setting location: Architect → Flows → Settings → Inbound Email . Common Routing Logic in Email Flows Routing Scenario Architect Technique Route by keyword in subject line Contains() function in a Decision action Route by sender's email domain EmailAddressDomainPart() function in a Decision action Route by case ID in body Contains() on the body text Route by schedule (business hours) Evaluate Schedule or Evaluate Schedule Group action Auto-reply after hours Send Auto Reply action Route internal vs external senders EmailAddressDomainPart() — send internal employees to employee queue, everyone else to standard queue Permissions Permission Purpose Architect > Flow > Add Create email flows Architect > Flow > Edit Edit email flows Architect > Flow > View View email flows Architect > Flow > Delete Delete email flows How Email Flows Connect to Email Domains Create and publish the Inbound Email flow in Architect Navigate to Admin → Contact Center → Email Select the email domain and configure routing settings Assign the published Inbound Email flow Inbound Chat Flows Section Description Feature Area Architect / Flows Flow Type Inbound Chat Navigation (Architect) Admin → Architect → Flows → Inbound Chat Primary Function Route ACD web chat interactions to the correct queue; optionally invoke bot flows before agent handoff Channel Web chat (via Web Chat widget / Web Messenger — deprecated web chat; Inbound Chat flows are for legacy Web Chat) What Inbound Chat Flows Do Inbound Chat flows handle chat interactions arriving via Genesys web chat widgets. They route chats to agents, invoke bots, and perform logic based on available agent capacity, schedules, or customer data. This flow type is distinct from Inbound Message flows, which handle ACD messaging channels (SMS, social, messaging apps, Web Messenger). Chat Flow Characteristics Attribute Value / Description Failure/success paths No — same as email; errors handled via action-level path configuration In-queue handling No in-queue flow within chat flows Audio controls No — no DTMF, no TTS Language setting Yes — chat flows do support a default language setting Error event transfer queue Configurable at flow creation — optional queue to transfer the flow to if Architect detects an error Maximum wait time 72 hours Bot integration Can invoke a Dialog Engine Bot Flow or Digital Bot Flow via Call Bot Flow / Call Digital Bot Flow action Permissions Permission Purpose Architect > Flow > Add Create chat flows Architect > Flow > Edit Edit chat flows Architect > Flow > View View chat flows Architect > Flow > Delete Delete chat flows Comparison: Email vs Chat vs Message Flows Attribute Inbound Email Inbound Chat Inbound Message Channel Email (ACD) Web Chat (legacy) ACD Messaging (SMS, social, Web Messenger) Failure/success paths No No No Language setting No Yes No In-queue handling No No No Audio / DTMF / TTS No No No Maximum wait time 72 hours 72 hours 72 hours In-queue flow limit 30 per interaction N/A 30 per interaction Bot integration No (email-specific) Yes Yes Auto-generated handling Yes (configurable) No No Shared Architect Flow Notes for Digital Flows Rule Applies To No failure or success paths Email, Chat, Message In-queue flow limit of 30 Email and Message Cannot loop transfer to same queue Email and Message 72-hour max wait time Email, Chat, Message All require publishing before use All flow types Assigned at channel config level Email → Email domain settings; Chat → Web Chat widget; Message → Messaging config Key Takeaways Topic Summary Inbound Email flow Routes ACD emails; no audio, no failure paths, no language; max 72hr wait; auto-generated email detection Auto-generated detection Three headers: Auto-Submitted ≠ "no", Precedence = "bulk", X-Autoreply = "yes" Email routing techniques Contains(), EmailAddressDomainPart(), Evaluate Schedule, Send Auto Reply In-queue flow limit 30 per email/message interaction Inbound Chat flow Routes legacy web chat; similar to email but does support language setting Chat vs Message Inbound Chat = legacy Web Chat widget; Inbound Message = ACD messaging channels (SMS, social, Web Messenger) Both lack in-queue handling Neither email nor chat flows trigger in-queue flows internally