Genesys Cloud - Main

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

I believe DTMF should work as well. Can you share how the flow is configured?

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

I believe DTMF should work as well. Can you share how the flow is configured?

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

Hi Catherine DUPIRE,

I ran a test here and the DTMF was accepted. During the disambiguation step, it asked me to choose between three options. I pressed 2 (as you can see in the test below) and it worked without any issues.

Sorry, my flow is in Portuguese, but here is the description of the image:

Flow (left side):
Start
Ask for Intent
Question: What would you like to do?
Knowledge
Exit Bot Flow
End of Flow

Ask for Intent – Properties (center):
Name: Ask for Intent
Question: What would you like to do?
Voice End of Input Timeout: 1 second
Knowledge Search Results: No output value specified

Invalid Response:

• No Input: "Say a short sentence that describes your request; for example: 'Check my account balance.'"

• No Match: "Tell me again what you would like to do."

Paths:

• No Intent

• Knowledge

• Max No Inputs

Bot Conversation Log (desambigantion right side)

1. "How do I delete a PIX key?"

2. "How does PIX key portability work?"

3. "How do I reclaim a PIX key?"

4. "None of them"

From Participant:
"2"

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-24-2025 03:57
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

@Luiz Rosa yes, that's my need ! 

But in my configuration dtmf are not taken into account. How did you did that ? ? 

The support told me about grammars, but I don't understand why, I don't see the link. Do you have any grammar ? any asr ? 

How did you configure disambiguation ? (settings / knowledge / disambiguation tab) 

@Samuel Jillard do you have any idea ? 

Thanks 

Hi Catherine DUPIRE,

I ran a test here and the DTMF was accepted. During the disambiguation step, it asked me to choose between three options. I pressed 2 (as you can see in the test below) and it worked without any issues.

Sorry, my flow is in Portuguese, but here is the description of the image:

Flow (left side):
Start
Ask for Intent
Question: What would you like to do?
Knowledge
Exit Bot Flow
End of Flow

Ask for Intent – Properties (center):
Name: Ask for Intent
Question: What would you like to do?
Voice End of Input Timeout: 1 second
Knowledge Search Results: No output value specified

Invalid Response:

• No Input: "Say a short sentence that describes your request; for example: 'Check my account balance.'"

• No Match: "Tell me again what you would like to do."

Paths:

• No Intent

• Knowledge

• Max No Inputs

Bot Conversation Log (desambigantion right side)

1. "How do I delete a PIX key?"

2. "How does PIX key portability work?"

3. "How do I reclaim a PIX key?"

4. "None of them"

From Participant:
"2"

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-24-2025 03:57
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

Hi Catherine DUPIRE,

I used the default configurations. The org I tested is Genesys Cloud CX 3. I used an Ask for Intent action and, inside it, I selected the Knowledge path. To reach the disambiguation step, I said a generic phrase so the NLU wouldn't return a 100% match, and then it followed the standard settings.

Details below:

Following these steps:

Add knowledge to your bot flow - Genesys Cloud Resource Center

@Luiz Rosa yes, that's my need ! 

But in my configuration dtmf are not taken into account. How did you did that ? ? 

The support told me about grammars, but I don't understand why, I don't see the link. Do you have any grammar ? any asr ? 

How did you configure disambiguation ? (settings / knowledge / disambiguation tab) 

@Samuel Jillard do you have any idea ? 

Thanks 

Hi Catherine DUPIRE,

I ran a test here and the DTMF was accepted. During the disambiguation step, it asked me to choose between three options. I pressed 2 (as you can see in the test below) and it worked without any issues.

Sorry, my flow is in Portuguese, but here is the description of the image:

Flow (left side):
Start
Ask for Intent
Question: What would you like to do?
Knowledge
Exit Bot Flow
End of Flow

Ask for Intent – Properties (center):
Name: Ask for Intent
Question: What would you like to do?
Voice End of Input Timeout: 1 second
Knowledge Search Results: No output value specified

Invalid Response:

• No Input: "Say a short sentence that describes your request; for example: 'Check my account balance.'"

• No Match: "Tell me again what you would like to do."

Paths:

• No Intent

• Knowledge

• Max No Inputs

Bot Conversation Log (desambigantion right side)

1. "How do I delete a PIX key?"

2. "How does PIX key portability work?"

3. "How do I reclaim a PIX key?"

4. "None of them"

From Participant:
"2"

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-24-2025 03:57
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

@Luiz Rosa it's exactly what I did ! And digits are not understood. :-( 

Genesys support told me it wan not possible, and I had to create custom disambiguation. I don't understand. You just did what I want to do. 

Certainly, we have something different in our configuration, but I don't know what.

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-25-2025 07:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

I used the default configurations. The org I tested is Genesys Cloud CX 3. I used an Ask for Intent action and, inside it, I selected the Knowledge path. To reach the disambiguation step, I said a generic phrase so the NLU wouldn't return a 100% match, and then it followed the standard settings.

Details below:

Following these steps:

Add knowledge to your bot flow - Genesys Cloud Resource Center

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-25-2025 04:38
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes, that's my need ! 

But in my configuration dtmf are not taken into account. How did you did that ? ? 

The support told me about grammars, but I don't understand why, I don't see the link. Do you have any grammar ? any asr ? 

How did you configure disambiguation ? (settings / knowledge / disambiguation tab) 

@Samuel Jillard do you have any idea ? 

Thanks 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-24-2025 19:50
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

I ran a test here and the DTMF was accepted. During the disambiguation step, it asked me to choose between three options. I pressed 2 (as you can see in the test below) and it worked without any issues.

Sorry, my flow is in Portuguese, but here is the description of the image:

Flow (left side):
Start
Ask for Intent
Question: What would you like to do?
Knowledge
Exit Bot Flow
End of Flow

Ask for Intent – Properties (center):
Name: Ask for Intent
Question: What would you like to do?
Voice End of Input Timeout: 1 second
Knowledge Search Results: No output value specified

Invalid Response:

• No Input: "Say a short sentence that describes your request; for example: 'Check my account balance.'"

• No Match: "Tell me again what you would like to do."

Paths:

• No Intent

• Knowledge

• Max No Inputs

Bot Conversation Log (desambigantion right side)

1. "How do I delete a PIX key?"

2. "How does PIX key portability work?"

3. "How do I reclaim a PIX key?"

4. "None of them"

From Participant:
"2"

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-24-2025 03:57
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------

@Luiz Rosa can you send me a screenshot of "user input" configuration ? Here is mine : 

@Luiz Rosa it's exactly what I did ! And digits are not understood. :-( 

Genesys support told me it wan not possible, and I had to create custom disambiguation. I don't understand. You just did what I want to do. 

Certainly, we have something different in our configuration, but I don't know what.

Hi Catherine DUPIRE,

I used the default configurations. The org I tested is Genesys Cloud CX 3. I used an Ask for Intent action and, inside it, I selected the Knowledge path. To reach the disambiguation step, I said a generic phrase so the NLU wouldn't return a 100% match, and then it followed the standard settings.

Details below:

Following these steps:

Add knowledge to your bot flow - Genesys Cloud Resource Center

@Luiz Rosa yes, that's my need ! 

But in my configuration dtmf are not taken into account. How did you did that ? ? 

The support told me about grammars, but I don't understand why, I don't see the link. Do you have any grammar ? any asr ? 

How did you configure disambiguation ? (settings / knowledge / disambiguation tab) 

@Samuel Jillard do you have any idea ? 

Thanks 

Hi Catherine DUPIRE,

I ran a test here and the DTMF was accepted. During the disambiguation step, it asked me to choose between three options. I pressed 2 (as you can see in the test below) and it worked without any issues.

Sorry, my flow is in Portuguese, but here is the description of the image:

Flow (left side):
Start
Ask for Intent
Question: What would you like to do?
Knowledge
Exit Bot Flow
End of Flow

Ask for Intent – Properties (center):
Name: Ask for Intent
Question: What would you like to do?
Voice End of Input Timeout: 1 second
Knowledge Search Results: No output value specified

Invalid Response:

• No Input: "Say a short sentence that describes your request; for example: 'Check my account balance.'"

• No Match: "Tell me again what you would like to do."

Paths:

• No Intent

• Knowledge

• Max No Inputs

Bot Conversation Log (desambigantion right side)

1. "How do I delete a PIX key?"

2. "How does PIX key portability work?"

3. "How do I reclaim a PIX key?"

4. "None of them"

From Participant:
"2"

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-24-2025 03:57
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa yes I'm using knowledge base. My flow doesn't do a lot of things, I let the knowledge base propose articles. By default, if it finds several articles, it uses the sentence described in the kb's settings, in "desambiguation" tab. And this only accepts voice. I would like it to accept digits.

Nothing mention that functionnality in all documentation you mention. I suppose that I should re-develop teh whole logic already native in the kb , that's a pity. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-21-2025 20:28
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,  

Understood. Based on your screenshot, it looks like you're using a native Knowledge Base feature and trying to handle the articles directly within the flow.
You can find more details here: https://help.mypurecloud.com/articles/add-knowledge-to-your-bot-flow/

It's possible to control and customize the behavior, and the details are available here:

https://help.mypurecloud.com/articles/control-knowledge-behavior-in-your-voice-or-digital-bot-flow/

Can you confirm if this is your objective?

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-21-2025 03:30
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

@Luiz Rosa your example is possible when you have to catch an input, but my case is for desambiguation. 

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU

Original Message:
Sent: 11-20-2025 15:40
From: Luiz Rosa
Subject: Use DTMF in bot flow for disambiguation

Hi Catherine DUPIRE,

From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 11-20-2025 10:41
From: Catherine DUPIRE
Subject: Use DTMF in bot flow for disambiguation

Hello. Is it possible , in a bot flow, to accept DTMF ? 

In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

I would have liked to propose "say or type the number in the following list" instead of just "say".

I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

To resume: how to activate dtmf in case of desambiguation ? 

Thanks for your help

Catherine 

#bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)

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

------------------------------
Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
------------------------------