Genesys Cloud - Main

Hello,

I had a question regarding Ask for slot action in Digital bot flow.
If we have 4 pre defined slots for example: Billing, Metering, Accounts and Payment, is it possible to include other input from users without it being offered. For example, have 4 slots in a List and somebody types - I need help with Servicing or I lost my password (which is not offered in slots); collect that input and use switch to send a response for those questions. 
Basically is it possible in digital bot flows to include both slots and free text that users write?

Thank you! 

#ConversationalAI(Bots,AgentAssist,etc.)

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Marija Kovrlija
Star Telecom
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You are mixing up Slots and Intents that can contain slots.  For instance, your two examples are utterances of an Intent.  Along with listing for Intent, knowledge can also be searched.  Ask for Slot is asking for a specific piece of information like what you want on your pizza or what type of account you have where there is a selection of choices for the customer.  What you can do is listen for anything and then try to match it to specific parts of the reply with your slot options.  That is harder.  Better to include slots in the utterance like "I want to order a [pepperoni] pizza where pepperoni is a slot with different topping options.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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