Designer

Important

These help topics are intended for the latest release of Designer (Version 9.0). If you are running a version older than 9.0, some of the features and functionality described here might not apply (you can check your version in the top-right corner of the Designer interface). In that case, refer to this version of the Designer Help. If you have questions about the features available in your version of the software, contact your Genesys representative.

Designer is a web-based tool for developing self-service (IVR) and assisted service (routing) applications that run on the Genesys Cloud platform. It is an omnichannel solution, enabling you to craft applications that handle voice, chat, and email interactions.

This video shows a quick overview of Designer and demonstrates a few of its latest features:

What's new

Here are some of the features and capabilities you'll find in the latest version of Designer:

Microservices platform	Designer is now built as a microservice, which means you get faster access to new features and zero downtime during upgrades.
Chatbots	You can use the Bot block in the Self Service phase of your application to add a chatbot to your application. Chatbots are software applications that apply automatic speech recognition and natural language understanding to listen and respond to customers in a way that resembles a conversation with a live agent. You can define and manage your bot resources in the new Bot Registry.
Omnichannel capability	"Build once, deploy anywhere." A single call flow now handles both voice calls and chat interactions.
Email capability	Digital applications now have email capability, with new blocks added to support this feature. Use the Send Email block to send an email to a customer, and the Automated Message block to send an automated confirmation to a customer that their email was received.
Predictive Routing	If your site is enabled for Genesys Predictive Routing, you can use the new Predictive Routing block to add this powerful routing capability to your applications.

Check out the Designer page in the PureEngage Cloud Release Notes for a list of other updates and changes to Designer.

What do you want to do?

Use these topics as a starting point to find the information you need.

Getting started

Learn the basics.

• Getting started with Designer
• Using the Designer user-interface
• Understanding the application workflow
• Designer roles and permissions
• Managing variables

Managing resources

View and manage your application resources.

• Business Controls (Business Hours, Special Days, Emergency Flags, Data Tables)
• Media files and collections
• Digital messaging resources
• Speech grammars and Bots

Building applications

Using the various blocks to build applications in Designer.

• Application phases
• Working with blocks

Reporting and Analytics

Designer has an integrated set of dashboards that provide detailed information about your operations.

• Designer Analytics
• Managing the dashboards