Genesys Casual

What has been your most frustrating Architect Flow build and why?

#General

------------------------------
Martin Boyle
x
------------------------------

Hello @Martin Boyle

For me, the most frustrating Architect Flow builds are the ones that start without a proper specification or clearly defined business rules.

Architect itself is not usually the biggest problem. The real challenge starts when the expected behavior is not clear: who should be routed where, what happens after business hours, what exceptions should exist, when to transfer to an agent, what messages should be played, what data needs to be collected, and what should happen when something fails.

In those cases, the flow can become a cycle of building, testing, changing, and rebuilding because new rules appear during implementation. A simple flow can quickly become complex when the business logic is not documented from the beginning.

For me, a good flow starts before Architect. Clear requirements, expected scenarios, exception handling, and ownership of each rule make the build much easier and reduce rework later.

------------------------------
Arthur Pereira Reinoldes
------------------------------

I agree with that. Without knowledge of what you're building beforehand, it is doomed to constantly be testing. Also, if there aren't clearly defined parameters, it hits an infinite loop of the goal posts shifting, and the requirements changing, because no one is working towards a defined and agreed upon build.

------------------------------
Martin Boyle
x
------------------------------

Original Message:
Sent: 06-02-2026 15:56
From: Arthur Pereira Reinoldes
Subject: Flow build frustrations

Hello @Martin Boyle

For me, the most frustrating Architect Flow builds are the ones that start without a proper specification or clearly defined business rules.

Architect itself is not usually the biggest problem. The real challenge starts when the expected behavior is not clear: who should be routed where, what happens after business hours, what exceptions should exist, when to transfer to an agent, what messages should be played, what data needs to be collected, and what should happen when something fails.

In those cases, the flow can become a cycle of building, testing, changing, and rebuilding because new rules appear during implementation. A simple flow can quickly become complex when the business logic is not documented from the beginning.

For me, a good flow starts before Architect. Clear requirements, expected scenarios, exception handling, and ownership of each rule make the build much easier and reduce rework later.

------------------------------
Arthur Pereira Reinoldes
------------------------------

My most frustrating experience was seeing a critical contract approval workflow, which had been working perfectly for months, break down in the middle of the night because an external tool changed a single letter in their API.

------------------------------
Juliano Fernandes Mendes Pimentel De Paiva
Genesys Analyst
------------------------------

haha, yeah, been there as well.

Customer updated their API response structure without informing us. And it was basically like you said, a letter or something very small like that...
In the middle of the night they are opening tickets complaining of the call flow not working... 

------------------------------
Marcello Jabur
------------------------------

Original Message:
Sent: 06-02-2026 16:09
From: Juliano Fernandes Mendes Pimentel De Paiva
Subject: Flow build frustrations

My most frustrating experience was seeing a critical contract approval workflow, which had been working perfectly for months, break down in the middle of the night because an external tool changed a single letter in their API.

------------------------------
Juliano Fernandes Mendes Pimentel De Paiva
Genesys Analyst
------------------------------

That is frustrating! Did you use Execution History or Set Participant Data to get to the bottom of it? Or was it just an eagle eye?

------------------------------
Martin Boyle
x
------------------------------

Original Message:
Sent: 06-02-2026 16:09
From: Juliano Fernandes Mendes Pimentel De Paiva
Subject: Flow build frustrations

My most frustrating experience was seeing a critical contract approval workflow, which had been working perfectly for months, break down in the middle of the night because an external tool changed a single letter in their API.

------------------------------
Juliano Fernandes Mendes Pimentel De Paiva
Genesys Analyst
------------------------------

Hi Martin, 

One of my most frustrating Architect builds has been implementing Knowledge Base article pagination in a Digital Bot, and we're actually still working through it as part of a POC.

The article pagination itself works, but I ran into challenges getting the article titles to paginate and display correctly alongside the answers. After trying a few different approaches, I ended up including the title within the article content itself so that it would display consistently with the answer.

It's one of those builds that sounds simple on paper but quickly becomes more complex once you start working through the user experience, pagination logic, and content presentation. I'm still doing more testing and refining the solution, but it's already been a great learning experience! 😄

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi Phaneendra,

That sounds like a really frustrating experience, but it does sound like a great build. I always find those ones, as frustrating as they are, are the best ones to learn on.

------------------------------
Martin Boyle
x
------------------------------

Original Message:
Sent: 06-02-2026 20:08
From: Phaneendra Avatapalli
Subject: Flow build frustrations

Hi Martin, 

One of my most frustrating Architect builds has been implementing Knowledge Base article pagination in a Digital Bot, and we're actually still working through it as part of a POC.

The article pagination itself works, but I ran into challenges getting the article titles to paginate and display correctly alongside the answers. After trying a few different approaches, I ended up including the title within the article content itself so that it would display consistently with the answer.

It's one of those builds that sounds simple on paper but quickly becomes more complex once you start working through the user experience, pagination logic, and content presentation. I'm still doing more testing and refining the solution, but it's already been a great learning experience! 😄

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

From day 1, the most frustrating and annoying "feature" is that EVERY variable starts in Literal Mode and you start typing your variable names only to realize that you forgot to change them all to Expression Mode.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Hahaha Robert

This is the one I have faced multiple times.

------------------------------
Yogesh Mungekar
(GCX-ARC, GC-GCP)
I mostly available in IST time
------------------------------

Original Message:
Sent: 06-04-2026 00:59
From: Robert Wakefield-Carl
Subject: Flow build frustrations

From day 1, the most frustrating and annoying "feature" is that EVERY variable starts in Literal Mode and you start typing your variable names only to realize that you forgot to change them all to Expression Mode.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Oh that has caught me out so many times!

------------------------------
Martin Boyle
x
------------------------------

Original Message:
Sent: 06-04-2026 00:59
From: Robert Wakefield-Carl
Subject: Flow build frustrations

From day 1, the most frustrating and annoying "feature" is that EVERY variable starts in Literal Mode and you start typing your variable names only to realize that you forgot to change them all to Expression Mode.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

------------------------------
Fabíola Freitas
------------------------------

I know it's not an auto-save function per se, but when that happens, and you open your flow again, prior to the changes, there is usually a message saying that there had been a flow change a few minutes ago. If you click on that it will give you the flow with the most recent changes to it. 

------------------------------
Martin Boyle
x
------------------------------

Original Message:
Sent: 06-04-2026 18:19
From: Fabíola Freitas
Subject: Flow build frustrations

One frustration I've had with Architect flows is losing progress when I'm building for a while and something freezes or the page has an issue before I save.

 

Not having an autosave-like safety net makes me very careful about saving frequently, especially when working on larger or more complex flows.

 

It may sound simple, but losing flow changes after spending time adjusting tasks, variables, prompts, and logic can be really frustrating. Because of that, I try to save often.

------------------------------
Fabíola Freitas
------------------------------

I built an email flow a few years back, it checks a series of data tables, kinda like how you'd setup mail rules in Outlook, but at one point when I was getting it to look for specific keywords, I was having troubles getting it to work as intended.  Eventually got to sorted, but that took a lot of trial and error.

On a side note, I also like to think that my flows that have high Version counts are the most troublesome, especially when you're testing things you've implemented in the flow.  Although thank goodness for flow execution history and flow replays, those have been a game changer since they came out.  

------------------------------
Robert Niblock
Contact Centre Technology Analyst
------------------------------

Not sure if this is a frustration of Architect or of people but I wonder if a wizard would help new users. There are a few global configuration options including error handling that are often left as defaults and the potential to click through them when creating a new flow, optionally as this may drive experienced users mad. The other option may be configuration defaults for some of these areas a bit like language and error transfer queue on digital, appreciating that one of the options is a reusable task so not perfect.

My biggest frustration is probably sorting and tiering. I'd love to have flows in a folder structure or maybe Divisions, again with an option to list all or folders, and then tasks/states to be able to sort and maybe indent in some way to get a better view of the structure at first glance. 

I'm going to stop at one more before I create a long ideas list. Again relating to keeping things clean but I do see a lot of flows on a lot of orgs. Having a flag similar to WFM Planning groups that says if the flow has been used in the past 6 weeks can help finding the correct version or checking for housekeeping.

As @Arthur Pereira Reinoldes mentioned these are not huge flaws but more administrative items.

------------------------------
Richard Chandler
Connect
------------------------------