Genesys Cloud - Main

Hey there,

I've got a great AVA going - but I'm stalled on ending the call. My final Guideline is "If the service request is successful, inform the caller "Your service request has been submitted." and end the session immediately.", however, it pauses and waits for a response from the customer.

I want it to drop to the Exit Response immediately, but only does this when the customer responds to the above.

Any advice on a prompt to get it to end the session immediately? 

Thanks

This is expected AVA behavior in many cases.
The model interprets "inform the caller" as a conversational turn, so it waits for confirmation before the session lifecycle closes.

What worked for me was making the instruction operational instead of conversational.

Try something closer to:

"If the service request is successful:

1. Inform the caller: 'Your service request has been submitted.'

2. Do not ask any follow-up questions.

3. Do not wait for user confirmation or acknowledgement.

4. Immediately terminate the session after sending the message."

Also make sure your Exit Response is configured independently, because AVA will often treat the final agent utterance and session termination as separate actions.

One important detail:
Avoid phrases like:

• "Is there anything else I can help with?"

• "Have a great day"

• "Thanks"

• "Goodbye"

Those often trigger another conversational turn internally.

The cleanest production pattern I've found is:

• Final fulfillment message

• Immediate session termination instruction

• Minimal/no conversational language

Example:

"Your service request has been submitted. End the session immediately after delivering this message."

That usually prevents the extra wait-state.