Genesys Cloud - Main

Hi Team,

I have set up a Genesys Agentic Virtual Agent (AVA) as part of a demo use case.

Current Flow

1. A customer calls a DID.

2. The call enters an Inbound Call Flow.

3. The Inbound Flow invokes a Bot Flow.

4. The Bot Flow then calls the Agentic Virtual Agent (AVA).

5. AVA finished and then complete the call flow in inbound flow based on data captured during AVA. 

AVA Functionality

The AVA is configured to:

• Capture the customer's phone number and unique account number.

• Execute a Tool (Data Action) to retrieve customer information.

• Return customer details such as customer name and other account-related information.

• Ask the customer for the reason or intent of their call.

Requirement

At this stage, I need to return the following information from the AVA back to the Bot Flow:

• Customer details retrieved through the Tool/Data Action. No issues for this.

• The customer's intent and dew other details captured during the conversation.

I am successfully passing the customer data retrieved by the Tool back to the Bot Flow. However, I would like to understand the recommended approach for passing the customer intent identified by the AVA back to the Bot Flow as an output variable.

Questions

1. How can the intent and other details captured by the AVA be exposed as an output parameter?

2. Is there a specific AVA configuration or output mapping required?

3. What is the recommended Architect expression or pattern for accessing the captured intent within the Bot Flow?

Any guidance, examples, or screenshots would be greatly appreciated.

Thanks, 

Shishir

#ConversationalAI(Bots,VirtualAgent,etc.)

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Shishir
Manager
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Hello Shishir, 

Based on the current AVA behavior, the scenario your describing has a limitation. AVA currently does not directly expose information, it infers from the conversation as an End context variable. End context values need to come from supported inputs such as data actions outputs or values passed in through the Start context. 

The only work around I can think of is using a data action, like I mentioned above,  to pass the detected intent back to the flow. The steps would be as follows:

1. Create a data action with an input such as customer_intent and an output that returns the same value.

2. Instruct AVA to call the tool when it identifies the customer's intent.

3.  Map the tool output to an AVA End context variable.

4. Expose that variable through the Call Agentic Virtual Agent action in Architect so it can be used by the calling flow.

This should, in theory, essentially make a pass-through pattern. AVA identifies the intent, the data action returns it, and the returned value becomes available to the Bot flow. 

I hope this helps!

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Cameron
Online Community Manager/Moderator
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Thanks Cameron for flagging limitation and alternate approach to achieve this. Possibly web service Data Action could help us. Only the negative is customer has to maintain additional API which should return the same values which Genesys is sending from DA. 

Thanks 

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Shishir
Technical Architect
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Original Message:
Sent: 08-30-2026 18:57
From: Cameron Tomlin
Subject: Agentic Virtual Agent - How to Return Captured Intent to Bot Flow?

Hello Shishir, 

Based on the current AVA behavior, the scenario your describing has a limitation. AVA currently does not directly expose information, it infers from the conversation as an End context variable. End context values need to come from supported inputs such as data actions outputs or values passed in through the Start context. 

The only work around I can think of is using a data action, like I mentioned above,  to pass the detected intent back to the flow. The steps would be as follows:

1. Create a data action with an input such as customer_intent and an output that returns the same value.

2. Instruct AVA to call the tool when it identifies the customer's intent.

3.  Map the tool output to an AVA End context variable.

4. Expose that variable through the Call Agentic Virtual Agent action in Architect so it can be used by the calling flow.

This should, in theory, essentially make a pass-through pattern. AVA identifies the intent, the data action returns it, and the returned value becomes available to the Bot flow. 

I hope this helps!

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Cameron
Online Community Manager/Moderator
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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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Thanks Catherine for the input but this may not help as our issue is not to get the intent but how to send this information from AVA to main inbound flow/bot flow if received during AVA only.

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Shishir
Technical Architect
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Original Message:
Sent: 08-31-2026 03:31
From: Catherine DUPIRE
Subject: Agentic Virtual Agent - How to Return Captured Intent to Bot Flow?

Hi @Shishir Srivastava , have you checked whether the session variables could meet your requirement? For example, Session.LastCompletedIntent or Session.LastCollectionUtterance may already provide the information you're looking for... ?

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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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Hi

You should find this prior thread useful.

https://community.genesys.com/discussion/agentic-virtual-agent-returning-a-conversation-derived-variable-to-architect-at-the-end-of-a-session#bmcb315478-da2d-4aed-86fe-019fc5ff9a5a

The best way I have found to take anything out of an AVA that is not already defined as a variable is to use a Function Data Action and describe to the AVA what you want to be captured in the variable. A summary of the utterance, the actual utterance, only a piece of data from the utterance are some examples.

It seems like you are using an AVA as a main menu. While you certainly can do that I personally would use a VA to determine intent the old fashioned way, then transfer to other flows an upgrade to AVA when needed.

Thanks

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Steve Alix
EDCi
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Thanks Steve. Solution proposed at https://community.genesys.com/discussion/agentic-virtual-agent-returning-a-conversation-derived-variable-to-architect-at-the-end-of-a-session#bmcb315478-da2d-4aed-86fe-019fc5ff9a5a

is really good alternative specially the one with combination of Tool + API. 

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Shishir
Technical Architect
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Original Message:
Sent: 08-31-2026 08:41
From: Steven Alix
Subject: Agentic Virtual Agent - How to Return Captured Intent to Bot Flow?

Hi

You should find this prior thread useful.

https://community.genesys.com/discussion/agentic-virtual-agent-returning-a-conversation-derived-variable-to-architect-at-the-end-of-a-session#bmcb315478-da2d-4aed-86fe-019fc5ff9a5a

The best way I have found to take anything out of an AVA that is not already defined as a variable is to use a Function Data Action and describe to the AVA what you want to be captured in the variable. A summary of the utterance, the actual utterance, only a piece of data from the utterance are some examples.

It seems like you are using an AVA as a main menu. While you certainly can do that I personally would use a VA to determine intent the old fashioned way, then transfer to other flows an upgrade to AVA when needed.

Thanks

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Steve Alix
EDCi
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