Genesys Cloud CX

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  • 1.  Web Messaging "IVR"

    Posted 01-27-2022 11:58
    Edited by Duncan Maloch 01-27-2022 12:04
    Hello,

    We've been attempting to get web messaging off the ground for over 6 months now. Unfortunately, our efforts to get any help from Genesys themselves have failed repeatedly, so I'm hoping someone here can point us in the right direction before we give up and look for a different solution.

    Our stakeholders have a simple request - that the web messaging "bot" that goes on our main website offers the customer a simple 3 choice selection of which line of business they're trying to reach. Selecting/typing an option will either give the customer an autoresponse with information on another contact method if web messaging isn't currently available or queue the message to the proper queue/flow for the selected LOB.

    We've been sent documentation that indicates we'll need to use a "Dialog Engine Bot Flow" and directed us to documentation, such as this: https://help.mypurecloud.com/articles/create-a-genesys-dialog-engine-bot-flow-video-tutorial/ however, the very first step indicates an option that doesn't exist in our org (Create Bot Flow), and while I can access the area to build the bots, I can't actually select them from an Architect messaging workflow.

    Can someone please a. confirm that this is the only way we can do this and that there isn't a simpler way to provide 3 choices to a customer and then route accordingly based on their response, and b. maybe help me understand why we don't have access or what is needed to get access? Our rep is not understanding and unresponsive and our stakeholders are increasingly frustrated.

    Thanks in advance
    #ArchitectureandDesign
    #DigitalChannels

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    Duncan Maloch
    Sonic.net
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  • 2.  RE: Web Messaging "IVR"

    GENESYS
    Posted 01-27-2022 12:20
    If you don't see bots flows as an option in Architect, then your subscription does not include them.  It can be added, just be aware it might change how much you pay.  https://help.mypurecloud.com/articles/architect-dialog-engine-pricing/

    But you said you could access the area to build the bots so I'm confused.  What area are you talking about?  A screenshot would be helpful.

    Also make sure you published your bot flow.  It can't be used by another flow until it's been published.

    As to other options: you could use an Amazon Lex, Amazon LexV2, Google Dialogflow ES, Google Dialogflow CX, or Nuance Mix bot instead of a bot flow.  A message flow can't really have a back-and-forth conversation with a customer without using some type of bot.  You can use the Send Response action to say things to the customer but there is no way to see what they say back.
    https://help.mypurecloud.com/articles/about-bots/

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Web Messaging "IVR"

    Posted 01-27-2022 12:31

    When I go to Architect from the Admin panel and select the drop down, I don't have the "Bot Flow" option


    However, if I go to the URL I found buried in another article https://apps.usw2.pure.cloud/dialog-engine/#/ I am able to do things, such as create a new bot. Trying to follow the instructions from the URL I linked indicates this is a later step, and according to https://help.mypurecloud.com/faqs/why-dont-i-see-architect-bot-flows/ this is an additional cost/feature, so I'm trying to figure out how to add it so I have the "Bot Flow" option in Architect and can proceed, if there's no other way to create a simple 3 choice selection.



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    Duncan Maloch
    Sonic.net
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  • 4.  RE: Web Messaging "IVR"

    GENESYS
    Posted 01-27-2022 12:39
    You don't have bot flows in your subscription.  So you are using a Dialog Engine Bot not a Dialog Engine Bot Flow.  Yes it's confusing, no I didn't name it.
    For Dialog Engine Bot (not flow), see https://help.mypurecloud.com/articles/about-genesys-dialog-engine/
    I will say Dialog Engine Bot Flows are the newer better version of Dialog Engine Bot (not flow)s.  My opinion, get bot flows added to your subscription.

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    Melissa Bailey
    Genesys - Employees
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  • 5.  RE: Web Messaging "IVR"

    Posted 01-27-2022 12:45
    Thanks, it's too bad no one we've spoken with from Genesys over the last 6 months was able to explain this, hopefully our rep understands now what we need added and stops telling us we need PS hours.

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    Duncan Maloch
    Sonic.net
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  • 6.  RE: Web Messaging "IVR"

    Posted 01-27-2022 19:43
    That is why this community is here - to fill in the blanks.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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