Genesys Cloud - Main

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 11-12-2025 04:37
From: Prathap Daniel
Subject: Hotel booking use case

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

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

------------------------------
Prathap Daniel
-
------------------------------

@Prathap Daniel - Once you've digested @Cameron Tomlin's very important foundational input, you should be able to build on these basic examples that Genesys provides here:

• Architect Flow Examples
• Data Actions Examples
• Digital Bot Flow Walkthrough

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 11-12-2025 08:38
From: Cameron Tomlin
Subject: Hotel booking use case

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 11-12-2025 04:37
From: Prathap Daniel
Subject: Hotel booking use case

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

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

------------------------------
Prathap Daniel
-
------------------------------

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

@Cameron Tomlin - Thank you for your valuable inputs.

I have created a mock API for hotel booking (Create Hotel Booking, Cancel Hotel Booking and Get Hotel Booking) and data integrations and actions are done.

Created DID, Queues

Steps a, b, f are also done (Welcome message, Main menu, sub menu, Transfer to ACD).

I'm stuck at Step c, d, e. (core logic of hotel booking). Where to apply right tools is what I'm stuck.

I have an idea but unable to implement in the tool. Kindly advice step by step if possible.

Regards,

Daniel 

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

Hi @Cameron Tomlin - I have attached the screenshot of what has been done so far. Call Data action to HotelBooking API is not invoked. Could you please provide your valuable inputs.

@Cameron Tomlin - Thank you for your valuable inputs.

I have created a mock API for hotel booking (Create Hotel Booking, Cancel Hotel Booking and Get Hotel Booking) and data integrations and actions are done.

Created DID, Queues

Steps a, b, f are also done (Welcome message, Main menu, sub menu, Transfer to ACD).

I'm stuck at Step c, d, e. (core logic of hotel booking). Where to apply right tools is what I'm stuck.

I have an idea but unable to implement in the tool. Kindly advice step by step if possible.

Regards,

Daniel 

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

@Cameron Tomlin, rather than have two threads going & you unknowingly repeating suggestions, it might be best to jump over to this thread in the Developer community to see the ground @Prathap Daniel & Luiz Rosa have covered on the same topic.

Hi @Cameron Tomlin - I have attached the screenshot of what has been done so far. Call Data action to HotelBooking API is not invoked. Could you please provide your valuable inputs.

@Cameron Tomlin - Thank you for your valuable inputs.

I have created a mock API for hotel booking (Create Hotel Booking, Cancel Hotel Booking and Get Hotel Booking) and data integrations and actions are done.

Created DID, Queues

Steps a, b, f are also done (Welcome message, Main menu, sub menu, Transfer to ACD).

I'm stuck at Step c, d, e. (core logic of hotel booking). Where to apply right tools is what I'm stuck.

I have an idea but unable to implement in the tool. Kindly advice step by step if possible.

Regards,

Daniel 

Hello Prathap, 

I have some pointers for implementing your inbound call flow in Genesys Architect. 

First lets talk about the basic flow components you will need. 

• Play message: actions for welcome messages and prompts
• Menu: actions for your main menu and sub-menus
• Transfer to ACD: for agent transfers
• Data Actions: for booking operations
• Decision: blocks for flow control
• Set Variables: for storing booking IDs and customer inputs

Now lets get into the meat and potatoes. 

a. Welcome message

1. Start with a Play Message action
2. Record or use Text-to-speech for "Welcome" message

b. Main menu setup

1. Add a menu action
2. configure these 4 options

Press 1 for existing booking

Press 2 for New booking

Press 3 to Cancel booking

Press 0 to Speak with an Agent

c. Check existing booking flow

1. add collect input action for BookingID
2. Create a data action name "GetBooking"
3. Add Decision block to check booking status 
4. Add Play Message actions for both success/failure paths

d. Create a new booking flow

1. Use multiple collect input actions for:
   1. Guest name
   2. check in date
   3. check out date
   4. room type
2. Create a data action named "CreateBooking" 
3. Add confirmation message

e. Cancel booking flow

1. Add collect input for bookingID
2. create data action named "CancelBooking"
3. Add confirmation/failure message

f. Agent transfer

1. add transfer to ACD action
2. configure to route to queue

You will need to create three main data actions as I pointed out above. 

1. GetBooking - To fetch booking details
2. CreateBooking - to create new bookings
3. CancelBooking - to cancel existing bookings

These DA's should connect to your hotel booking system's API or database. 

That should be the basic flow setup and a good starting point. 

Some best practices for anything in architect is add error handling for invalid inputs, include timeout handlers, add "return to main menu" option in each sub-flow, configure proper error messages and add input validation for dates and booking ids. 

Cheers!

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them. 

I'm new to Genesys Cloud CX. I'm planning to start with a new inbound call flow.  A simple hotel booking use case.

Start
↓
Play_Welcome
↓
Main_Menu
1️ Check Existing Booking
 → Collect_BookingID → Call_GetBooking
 → Decision (found?) → Play Booking Details / Not Found
 → Return to Main Menu
2️ Create New Booking
 → Collect Details → Call_CreateBooking → Play Confirmation → Return
3️ Cancel Booking
 → Collect_BookingID → Call_CancelBooking → Decision → Play Result → Return
0️ Speak to Agent
→ Transfer to ACD (Hotel Booking Queue)

Can someone please help me doing it or if someone can share their i3inboundflow (something relative). It would be very helpful. So that I can import and refer them.