Genesys Cloud - Main

Hi everyone,

I've been designing a unified orchestration layer that handles voice, chat, digital channels, and bots within Genesys Cloud. As systems scale, decision points multiply, and the orchestration logic becomes complex.

I'd like to open a discussion and learn from your approaches. Some points I'm curious about:

1. Centralized vs distributed orchestration
   Do you keep orchestration logic centralized (one "brain" flow) or distribute it across channel-specific flows? What tradeoffs did you face?

2. Exception handling & fallback strategies
   How do you manage exceptions (e.g. service unavailability, API failure) gracefully without cascading failures across channels?

3. Bot <> Human handoff orchestration
   What patterns do you use to smoothly transition from bot dialogs to human agents (context propagation, attribute mapping)?

4. Versioning, rollback & change control
   With multiple teams collaborating, how do you version flows or revert changes if something breaks?

I'm very curious to hear real architectures, gotchas, or lessons learned from your projects.

4. When a company wants to get in deep on DevOps and CI/CD...they usually have multiple organizations for the pipeline, e.g. Dev, Pre-Prod, and Prod or Dev, QA, Pre-Prod, Prod (and maybe throw in Training as a duplicate of Prod or Pre-Prod...etc.)

Then use CX as Code with Terraform, plus a code management system (such as GitHub) plus an automation system (such as Jenkins).

That way the whole pipeline can be managed end-to-end. There is a goodly amount of info in the Developer Center on that, with videos in the DevCast section, other resource

Hi everyone,

I've been designing a unified orchestration layer that handles voice, chat, digital channels, and bots within Genesys Cloud. As systems scale, decision points multiply, and the orchestration logic becomes complex.

I'd like to open a discussion and learn from your approaches. Some points I'm curious about:

1. Centralized vs distributed orchestration
   Do you keep orchestration logic centralized (one "brain" flow) or distribute it across channel-specific flows? What tradeoffs did you face?

2. Exception handling & fallback strategies
   How do you manage exceptions (e.g. service unavailability, API failure) gracefully without cascading failures across channels?

3. Bot <> Human handoff orchestration
   What patterns do you use to smoothly transition from bot dialogs to human agents (context propagation, attribute mapping)?

4. Versioning, rollback & change control
   With multiple teams collaborating, how do you version flows or revert changes if something breaks?

I'm very curious to hear real architectures, gotchas, or lessons learned from your projects.