Genesys Cloud Architect: How to Handle Invalid and No-Input Menu Selections

In this video, I walk through a real-world Genesys Cloud Architect use case around building a menu that properly handles no input and invalid input scenarios, something that often trips people up when working with inbound call flows.

00:00 Introduction
04:15 Traditional Menu Build
25:41 Collect Input Menu Build
45:02 Closing

Using a Genesys Community question as the starting point, I demonstrate two different approaches to solving the problem:

• Building the menu using a traditional Menu object with a reusable task to handle invalid and no-input prompts
• Building the same behavior using a Collect Input action inside a task to manage retries and routing logic

We cover how to:
• Replay prompts when no digits are entered
• Handle invalid selections cleanly
• Track retry attempts
• Route callers to voicemail after exceeding the allowed attempts

This video is geared toward Architect flow designers who want more control over caller experience and cleaner, reusable flow logic, especially when the Menu object alone doesn’t expose all the behavior you need.

If you’re designing inbound IVRs in Genesys Cloud and want practical patterns you can reuse across flows, this one’s for you.