# 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 1. Create inbound message flow 2. Configure greeting message 3. Capture user input 4. Route to queue or bot 5. 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 `__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| |---|---|---| | Messages not routed | Routing misconfigured | Check message routing | | Flow not responding | Flow unpublished | Publish flow | --- ## Interview Cheat Sheet | Question | Answer | |---|---| | What handles messaging interactions?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