Genesys Cloud - Main

Hi all, 

I noticed that in my Bot flow, which has setting 'Voice Barge-In' = 'ON' Communicate blocks are interruptible.

I have a logic to play 2 communicate blocks with information messages and then 'Ask for intent' block. When first communicate block is start playing and I say something - call falls in 'Ask for intent' block No match scenario right away.

Based on Gen Cloud documentation Barge-in options - Genesys Cloud Resource Center Communication block can't be interrupted

Same thing is explained in this Communicate action - Genesys Cloud Resource Center this article:

 

Are there any workarounds or maybe I do something wrong?

Thanks!

#ArchitectureandDesign

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Vitalii Hetman
Miratech, Inc
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Hello Vitalii, 

The documentation looks to be misleading here. 

If you imagine a scenario like we ask a question, then use a communicate action, then end the bot flow, then the documentation is right. You wouldn't be able to barge in during that Communicate.

But because you have a communicate followed by an ask, the entire thing has barge-in enabled.

If you're playing something like a mandatory announcement, you could do that in the call flow prior to calling the bot flow.

I have submitted feed back to the documentation team to make this more clear, as it very misleading. 

Cheers,

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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