Genesys Cloud - Main

Hi Everyone, 

I'm facing an issue with an Ask for Slot action where I'm asking users to confirm if the provided ID number is correct.

When I respond with "No," it allows me to re-enter the ID, which works fine. However, even when I input the correct ID, the flow doesn't proceed and says the ID is incorrect all the the time.

Same thing happens with phone number as well, I have Reg expressions created for both ID Number and Phone Number. Is there a way that it can continue with flow after user entered the value in the right format?

Do I need to implement a loop or adjust something else in the configuration? Please let me know if you have any suggestions or guidance.

#DigitalChannels

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Phaneendra Avatapalli
Client Support, Desktop Support
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Hello Phaneendra, 

I have seen in the past this is usually a Regex error. My recommendation would be to keep playing with the Regex until its working properly. But I am not an Architect expert so I would love to get some community feedback as well. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 12/4/2024 7:59:00 AM
From: Cameron Tomlin
Subject: RE: Assistance Needed with "Ask for Slot" Action

Hello Phaneendra, 

I have seen in the past this is usually a Regex error. My recommendation would be to keep playing with the Regex until its working properly. But I am not an Architect expert so I would love to get some community feedback as well. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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I think I might know what the issue is it doesn't clear the slot and keeps the value so doesn't validate unless you actually change the actual number. Look slike it's not an issue with Reg expression.

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Phaneendra Avatapalli
Client Support, Desktop Support
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Original Message:
Sent: 12-04-2024 07:58
From: Cameron Tomlin
Subject: Assistance Needed with "Ask for Slot" Action

Hello Phaneendra, 

I have seen in the past this is usually a Regex error. My recommendation would be to keep playing with the Regex until its working properly. But I am not an Architect expert so I would love to get some community feedback as well. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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I have resolved this by turning off the confirmation mode in ask slot. Followed by Ask Yes or No confirmation. For "No" used clear slot and it worked.

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Phaneendra Avatapalli
Client Support, Desktop Support
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Original Message:
Sent: 12-04-2024 15:20
From: Phaneendra Avatapalli
Subject: Assistance Needed with "Ask for Slot" Action

Also, Cameron, just to add, the regex works fine without the confirmation mode. It's only after the confirmation mode that it behaves differently.

Regards

Phaneendra 

Sent from my iPhone

On 5 Dec 2024, at 7:11 am, Phaneendra Avatapalli <phaneendra.avatapalli@monash.edu> wrote:

Thank you Cameron that would explain why the phone gets accepted if I change the format after the confirmation mode.I have more than one reg expression for phone number to accept different formats.

I would love to have an expression for phone number which would accept global phone numbers.

Sent from my iPhone