Genesys Cloud - Main

I'm building an inbound call flow in Genesys Cloud Architect and need to trigger a data action only after the call between the caller and the agent has fully disconnected.

Current design:

• Standard inbound flow with a task that plays the initial greeting and then Transfer to ACD to a queue (e.g., Solutionslab).

• After the ACD interaction ends, the flow goes to a Disconnect block (as in the attached screenshot).

• I have a working data action that calls an external REST API endpoint to fetch a final call summary. That summary is only available after the call between the caller and the agent has completely ended; if I hit the endpoint before disconnect, it returns nothing/empty.

Problem:

• Architect does not allow placing any data action after the Disconnect block in the same flow.

• If I place the data action before Disconnect, it executes while the call/interaction is still active, which is too early and the API does not have the final summary yet.

• The requirement is: once the caller and agent have both disconnected, a data action should call my endpoint, retrieve the summary, and then display that summary as a screen pop to the agent.
  
  I have created a script that displays the final summary to the Agent and I need to display the summary to the agent via the Script.
  
  Can I please get some advice on how to build this.
  
  Attaching my flow and the script I created.

#API/Integrations
#ArchitectandDesign
#Telephony

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Priyesh Mehrotra
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This is possible, but it needs to be implemented outside of the inbound call flow.

In Architect, nothing can run after a Disconnect block, so any post-call logic must be handled using a Workflow triggered after the interaction ends (conversation/participant disconnected).

The recommended approach is:

• Let the inbound flow handle greeting and Transfer to ACD only.

• Use a Workflow that triggers once the call is fully disconnected.

• In the workflow, call the external API to retrieve the final summary.

Once retrieved, you have two solid options:

• Store the summary in Genesys Cloud (conversation or participant attributes) and have the agent Script read it using the conversationId.

• Persist the summary in an external system (CRM/DB) and retrieve it from the Script via a data action.

This pattern ensures the summary is generated only after the interaction lifecycle is complete and avoids timing issues with active calls.

If this helps clarify the design and solves the use case, please feel free to mark this response as the Best Answer so others with the same question can find it more easily.

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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@Priyesh Mehrotra

Try checking "Set Post-Flow" action if this will meet your requirement.

https://help.mypurecloud.com/articles/set-post-flow-action/

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Vincent Sabolboro
Genesys Cloud SME
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Original Message:
Sent: 01-13-2026 09:09
From: Mateus Nunes
Subject: Fetch Call Summary after call completion in a flow.

This is possible, but it needs to be implemented outside of the inbound call flow.

In Architect, nothing can run after a Disconnect block, so any post-call logic must be handled using a Workflow triggered after the interaction ends (conversation/participant disconnected).

The recommended approach is:

• Let the inbound flow handle greeting and Transfer to ACD only.

• Use a Workflow that triggers once the call is fully disconnected.

• In the workflow, call the external API to retrieve the final summary.

Once retrieved, you have two solid options:

• Store the summary in Genesys Cloud (conversation or participant attributes) and have the agent Script read it using the conversationId.

• Persist the summary in an external system (CRM/DB) and retrieve it from the Script via a data action.

This pattern ensures the summary is generated only after the interaction lifecycle is complete and avoids timing issues with active calls.

If this helps clarify the design and solves the use case, please feel free to mark this response as the Best Answer so others with the same question can find it more easily.

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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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Hi @Priyesh Mehrotra,

You could use triggers, https://help.mypurecloud.com/articles/about-triggers/, with a trigger when the customer end call or when the agent end the call you could ask Genesys Cloud when this event happen lunch a flow Architect (workflow type), also you can instruct Genesys Cloud to lunch the workfow delayed after the event. Possible events that you can use:

• v2.detail.events.conversation.{id}.user.end
• v2.detail.events.conversation.{id}.customer.end
• v2.detail.events.conversation.{id}.acw
• v2.detail.events.conversation.{id}.wrapup

Regards,

SG

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Saugort Dario Garcia
Arquitecto de soluciones
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