LouisDAmbrosio | 2023-02-13 18:11:08 UTC | #1
Hello,
It looks like when using a bot flow with web messenger, there is a No Input outcome if the user doesn't respond to the bot. After the 72 hours timeout, the interaction takes the event handling path. I would like to solve this and avoid the event handling path. I am thinking about 2 options but not sure I am on the right track.
- Set No Input apology to 0. Wondering if not having the input apology could prevent the interaction from being routed to the event handling path?
- Setting a failure path. If the exit flow reason is no input -> disconnect. Is there a difference doing this vs setting the event handling path to disconnect?
Thank you, Louis
Mitch_Mason | 2023-02-14 14:45:05 UTC | #2
Hello, thanks for the question.
Can you expand on what you're trying to do from a use case point of view?
Also, one point of clarification. Are you using Bot Flows or Digital Bot Flows?
If you look at the 'No Input Maximum Retries Exceeded' setting you see 3 options. From what I can tell it sounds like you just want to use keep the chat open? But I'm afraid I'm not seeing the bigger picture of what you're trying to do
LouisDAmbrosio | 2023-02-14 14:59:28 UTC | #3
Hi @Mitch_Mason ,
We are using bot flow with web messenger because we want to use the quick reply feature. When a customer starts a conversation, we ask to pick between 2 options. If there is no response from the customer, the interaction takes the event handling path once the thread expires after the 72 hours. We don't want to keep the chat open, but instead would like the thread to expire without taking the event handling path and being routed to agent. I set the event handling path to disconnect, but would prefer have a queue to be able to identify possible failure occurring when making changes.
Peter_Faust | 2023-02-15 07:45:07 UTC | #4
Hi, in my opinion you should really consider migrating to digital bot flows. Instead of quick reply you can use digital menus and if you want to be able to deside on your own what happens after a certain time with no input you can set this in the user input configuration:
BR Peter
LouisDAmbrosio | 2023-02-15 14:02:55 UTC | #5
@Peter_Faust We are using digital bot flows as well, but for this specific step in the flow, we prefer using the bot flow because of the quick replies. It provides a better/easier experience for the customers to click instead of typing. Once quick replies are available on digital bot flows, we will make the switch. I am not familiar with digital menus, is it only deciding what happens in case of no input, or does it provide the customer the ability to click on a button to reply to bot like quick replies?
Peter_Faust | 2023-02-15 14:09:57 UTC | #6
Hi again,
No typing is needed also in digital bot flows. For that you can utalize the digital menu:
Basically all options available in bot flows are available in digital bot flows as well. You just sometimes have to adopt slightly to achieve the same goals. In this case digital bot flows would also solve your problem with the time outs, that's why you should migrate in my opinion.
system | 2023-03-17 14:10:09 UTC | #7
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This post was migrated from the old Developer Forum.
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