Genesys Cloud - Main

I'm retooling my inbound chat flow and was surprised to find that the Jump To Reusable Task option isn't available (for that or other digital channels, despite the resource center indicating otherwise). Rather, I just see the Call Task action. I just want interactions to go to the specified reusable task and follow the routing/actions outlined there - I don't need to it go to the reusable task and then return back to where it was in the flow and take some particular action. Wondering if someone can help me understand how the Call Task differs from the Jump to Reusable Task and if it can be used in the same manner. It's unclear what to enter as the terminating action of the Call Task action since I don't intend to the interaction to return to that point in the flow.

I'll mention that the chat flow doesn't include any bots, and I'm not able to convert to web messaging at this time so it does need to remain a chat flow.

Thanks

#DigitalChannels

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Emily Kammerer
Ascendium Education Solutions, Inc.
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Terminating actions for this flow type are disconnect & transfer to acd.  If every path in a reusable task ends with one of those, it won't be possible for the flow to return to the state/task that called the task.

Call task is call & (potentially) return.  Return is only possible if the flow doesn't terminate in the task.  Jump to task is a straight go to.

Documentation will be fixed.

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Melissa Bailey
Genesys - Employees
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Thanks Melissa. I asked about the ending task for the Call Task action because even though nothing should return there, the flow itself requires a terminating action to be selected for it, to the point that it won't publish without it. It sounds like from what you've said, it doesn't matter which terminating action goes in there since nothing should return there anyway. Yes? I'm really just trying to get it to act like a jump to task.

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Emily Kammerer
Ascendium Education Solutions, Inc.
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Original Message:
Sent: 01-19-2024 13:34
From: Melissa Bailey
Subject: Chat Flow - Task Actions

Terminating actions for this flow type are disconnect & transfer to acd.  If every path in a reusable task ends with one of those, it won't be possible for the flow to return to the state/task that called the task.

Call task is call & (potentially) return.  Return is only possible if the flow doesn't terminate in the task.  Jump to task is a straight go to.

Documentation will be fixed.

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Melissa Bailey
Genesys - Employees
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It doesn't matter which you choose

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Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 01-19-2024 13:45
From: Emily Kammerer
Subject: Chat Flow - Task Actions

Thanks Melissa. I asked about the ending task for the Call Task action because even though nothing should return there, the flow itself requires a terminating action to be selected for it, to the point that it won't publish without it. It sounds like from what you've said, it doesn't matter which terminating action goes in there since nothing should return there anyway. Yes? I'm really just trying to get it to act like a jump to task.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------


Original Message:
Sent: 01-19-2024 13:34
From: Melissa Bailey
Subject: Chat Flow - Task Actions

Terminating actions for this flow type are disconnect & transfer to acd.  If every path in a reusable task ends with one of those, it won't be possible for the flow to return to the state/task that called the task.

Call task is call & (potentially) return.  Return is only possible if the flow doesn't terminate in the task.  Jump to task is a straight go to.

Documentation will be fixed.

------------------------------
Melissa Bailey
Genesys - Employees