Genesys Cloud - Main

Hi,

Typically, how do people handle a situation where they reach the maximum flow size in an Inbound Message Flow?

We are approaching this scenario. In a call flow, we can transfer to a new flow and pass variables across (if needed), and have the call continue.

But, you can't transfer from one inbound message flow to another, as far as I can see? 

My first thought was potentially use a Common Module but IIRC the size of a called Common Module is incorporated into the flow size?

My next thought is that we would offload more (that we normally do) of the processing to be done inside a Bot Flow. Currently we tend to use the bot flow for gathering input from the client, and put our main logic in the message flow - but as we're maxing out, perhaps the approach is to put more logic inside the bot flow?

Or, are there any other best practices / solutions?

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels

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James Dunn
Telecoms Specialist
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Hi James, 

In inbound call flows we usually split the logic across multiple flows, but with inbound message flows that option doesn't exist.

In most implementations I've seen, the best approach is to keep the inbound message flow very small and move the majority of the logic to a Bot Flow or more Bot flows. The message flow basically orchestrates the interaction (start bot, handle exceptions, route to queue), while the bot handles intents, validations and decision logic.

Common Modules help with organization, but they don't really solve the size limit since their size is counted in the flow.

I'll keep an eye on this topic.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Thanks @Kaio Oliveira,

I'm glad to hear that we have come to the same conclusion (to use the bot flow). I can't quite remember the specifics, but I think we had direction from Genesys several years ago that best practice was to leverage the message flow for most logic, but, as time passes, this seems less and less true. I can only assume it was something to do with keeping the billing low by lowering bot usage but I'm not clear how the bot is even charged for these days.

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James Dunn
Telecoms Specialist
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Original Message:
Sent: 03-31-2026 14:56
From: Kaio Oliveira
Subject: Handling maximum flow-size in an Inbound Message Flow

Hi James, 

In inbound call flows we usually split the logic across multiple flows, but with inbound message flows that option doesn't exist.

In most implementations I've seen, the best approach is to keep the inbound message flow very small and move the majority of the logic to a Bot Flow or more Bot flows. The message flow basically orchestrates the interaction (start bot, handle exceptions, route to queue), while the bot handles intents, validations and decision logic.

Common Modules help with organization, but they don't really solve the size limit since their size is counted in the flow.

I'll keep an eye on this topic.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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