Inbound Message Flows
Study Notes
| Topic |
Description |
| Inbound Message Flow |
Handles digital messaging interactions |
| Channels |
SMS, Web Messaging, Messaging Apps |
| Trigger |
Activated by message routing |
Navigation
Admin → Architect → Flows → Inbound Message Flow
Implementation Guide
- Create inbound message flow
- Configure greeting message
- Capture user input
- Route to queue or bot
- Publish flow
How to Implement
| Phase |
Description |
| Flow Design |
Build messaging conversation logic |
| Integration |
Connect with message routing |
| Deployment |
Publish flow |
Workflow
Customer Message
↓
Message Routing
↓
Inbound Message Flow
↓
Automation / Agent
Real Flow Scenario
Customer SMS
↓
Greeting Message
↓
Ask Question
↓
Transfer to Queue
Architecture Diagram
Customer
↓
Messaging Channel
↓
Genesys Cloud
↓
Message Routing
↓
Inbound Message Flow
↓
Agent
Usage Scenarios
| Scenario |
Description |
| SMS Support |
Customers text support |
| Automated Help |
Bots answer questions |
| Appointment Scheduling |
Automated booking |
Implementation Example
Start
↓
Greeting Message
↓
Capture Input
↓
Transfer to Agent
Design Example
Start
↓
Greeting
↓
Intent Detection
↓
Agent Transfer
Best Practices
- Keep conversations simple
- Use automation where possible
- Always allow agent escalation
Naming Convention
<Region>_<Service>_MessageFlow
Example:
US_Support_MessageFlow
Troubleshooting
| Issue |
Cause |
Fix |
| Messages not routed |
Routing misconfigured |
Check message routing |
| Flow not responding |
Flow unpublished |
Publish flow |
Interview Cheat Sheet
| Question |
Answer |
| What handles messaging interactions? |
Inbound message flows |
| What connects messages to flows? |
Message routing |
Key Takeaways
- Inbound message flows manage digital interactions
- Integrated with message routing
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