Genesys Cloud - Main

hello

I have a digital bot flow in genesys that is working in Whatsapp, is there a way to send messages automatically form the agent side if the customer is not answering the conversacion during 5 min  as example ?

Hello Santiago, 

I have seen what you are asking for done within the bot flow. You can configure "No Input Detection" settings that trigger when a customer doesn't respond. I have seen it:

• Set up customizable timeout periods (ranging from 100 milliseconds to 10 seconds for voice, with defaults at 1 second)
• Configure automated retry prompts that send follow-up messages when no input is detected
• Set maximum retry attempts (Max No Inputs) that allow the flow to branch to different paths when thresholds are exceeded
• Use continuation reprompts (up to 10 for AI-powered slots) to re-engage the customer

With whatsapp, when an agent sends a message via WhatsApp, you have up to 24 hours from the customer's last inbound message to reply with a free-form message. If more than 24 hours pass without a customer response, only pre-approved WhatsApp "template messages" can be sent.

Hope this helps!

hello

I have a digital bot flow in genesys that is working in Whatsapp, is there a way to send messages automatically form the agent side if the customer is not answering the conversacion during 5 min  as example ?

thanks for your answer, but that solucion seems to be when the user is still in the flow, but my inquiry is when the customer and agent are having a conversation and the customer is not answer for a period of time.

Hello Santiago, 

I have seen what you are asking for done within the bot flow. You can configure "No Input Detection" settings that trigger when a customer doesn't respond. I have seen it:

• Set up customizable timeout periods (ranging from 100 milliseconds to 10 seconds for voice, with defaults at 1 second)
• Configure automated retry prompts that send follow-up messages when no input is detected
• Set maximum retry attempts (Max No Inputs) that allow the flow to branch to different paths when thresholds are exceeded
• Use continuation reprompts (up to 10 for AI-powered slots) to re-engage the customer

With whatsapp, when an agent sends a message via WhatsApp, you have up to 24 hours from the customer's last inbound message to reply with a free-form message. If more than 24 hours pass without a customer response, only pre-approved WhatsApp "template messages" can be sent.

Hope this helps!

hello

I have a digital bot flow in genesys that is working in Whatsapp, is there a way to send messages automatically form the agent side if the customer is not answering the conversacion during 5 min  as example ?