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------------------------------
Duncan Maloch
Sonic.net
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