Genesys Cloud - Main

Hello Community,

I'm trying to standardize IVR development using reusable menus.

Do you usually:

• Create common tasks?
• Use Call Common Module?
• Duplicate menus between flows?

Which approach has been easier to maintain over time?

Hi Fausto,

Great question.

From my experience, Reusable Tasks are useful when the menu or logic is reused within the same flow. For logic that needs to be shared across multiple flows, Call Common Module is generally easier to maintain because the logic is kept in one place.

I would avoid duplicating menus between flows where possible, as changes then need to be repeated and can easily become inconsistent.

We have mainly used reusable tasks for repeated validation, queue lookup, and integration logic within a flow. For enterprise environments with the same menu structure reused across several flows, I would lean toward a Common Module.