Genesys Cloud CX

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  • 1.  callback bot

    Posted 11-27-2022 13:16
    We are new to bot flows I've created webmessaging flow. Looking for a callback bot where I can collect customer name and phone number and add it to the data table for reporting purpose or schedule callbacks. Any help with step to step process to build this bot flow, help would be great on this.

    #ConversationalAI(Bots,AgentAssist,etc.)
    #Implementation

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    Pankaj Raichur
    Black Box Technologies LLC
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  • 2.  RE: callback bot

    Posted 11-27-2022 19:21
    To start, I would suggest you go through some of the documents here:  https://help.mypurecloud.com/articles/about-genesys-digital-bot-flows/.  Great information to get you started.  In a nutshell, you have two tasks:

    1. Collect In
    You will need two slots - one that accepts anything and another to accept the phone number.  Use regex type to allow input.  Then use Ask for Slot in your bot flow.

    2. Write to Table
    Once you have input, you use a Data Action to the Genesys Cloud API to update your Data Table.  There is no way to directly do that in the bot or Architect at this time.  There are several discussion on the Community to show you how to do that.

    That is pretty much it.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: callback bot

    Posted 11-28-2022 09:01
    Thanks Robert

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    Pankaj Raichur
    Black Box Technologies LLC
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  • 4.  RE: callback bot

    Posted 11-28-2022 06:16
      |   view attached
    Hi
    I've attached an example of a scheduled call back action.
    You would need your bot to collect, name, number, date and time.  Date time would need to be converted to the correct format before the action is run.  I would also add checks to ensure the date is in the future (using a switch and loop) and the time is within specified hours (loop until)

    Kind Regards

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    Philip Thys
    British Telecommunications PLC
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    Attachment(s)



  • 5.  RE: callback bot

    Posted 11-28-2022 09:00
    Excellent! thanks

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    Pankaj Raichur
    Black Box Technologies LLC
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