Hi Basha
Screenshots of your flow will help
But sounds like you have intents setup to do a basic dtmf type menu. For this again better to use slots, the response you expect back is exact/specific 1, 2, 3 etc
If you want to use intents the question should be open, eg "what do you want to do today", and your intents are the different things you expect them to say.
For a 1 2 3 type menu, slots is just better.
If you are set on using intents for the menu, then you would need to increase the number of utterances you have, and reduce the confidence level from Normal High 70 down, to maybe 50, might have to fiddle around with the exact value, but that those are the two levers you have for controlling that intent confirmation.
Edit: Screenshots
The other benefit here with using slots for a basic menu like this, is it will present those menu options as cards for the customer to select. So you could write those options out as the slot values, eg Callback, Agent, Bot and the customer can just click on the card.
Cards 3 2 1 here as the example
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Anton Vroon
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Original Message:
Sent: 07-11-2022 11:53
From: Basha Mulla
Subject: Callback bot for web messaging
Thank you Vinay, this is working. Great .. and still i am seeing the confirmation for all my intents like if i press 1 for call back then its giving me a message "i think you have selected callback intent" then i have to press yes to continue. Any suggestions how to avoid this ?
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Regards,
Basha
Original Message:
Sent: 07-11-2022 11:06
From: Vinay Nimmala
Subject: Callback bot for web messaging
Hi Basha,
Try to use below expression , that works for me. Regex: \(?\d+\)?[-.\s]?\d+[-.\s]?\d+
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Vinay Nimmala
Original Message:
Sent: 07-10-2022 22:51
From: Basha Mulla
Subject: Callback bot for web messaging
Thank you Anton, the above expression you have given is working but the expecting on is like 10 digit number (5555555555), i will research on that. Also will check here if any one can help.
And one more thing when ever i test the web messaging i am seeing verification for my intent like if i select an option 1 in bot its asking me like "I think you want to AccountNumberIntent(this is the intent name i have), is that correct?". what would be causing this ?
Regards,
Basha
Original Message:
Sent: 07-10-2022 22:35
From: Anton Vroon
Subject: Callback bot for web messaging
regular expressions are not my forte
Looks fine on RegExr
But looks like Genesys is struggling with some of it, not sure which parts exactly would need to play around, but something simpler like this definitely works
^\d-\d{3}-\d{3}-\d{4}$
So something in your original that Genesys just isn't liking, possibly the special character for a space or another special character would be my bet
Genesys reference for regular expressions are here:
https://help.mypurecloud.com/articles/regular-expression-language-quick-reference/
So might need to play around with it, hopefully someone with more experience on regular expressions can help on that side further.
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Anton Vroon
Original Message:
Sent: 07-10-2022 22:07
From: Basha Mulla
Subject: Callback bot for web messaging
Thank you Anton, i have tried this with regular expression ^(1[-. ]?)?(\([2-9]\d{2}\)[-. ]?|[2-9]\d{2}[-. ]?)[2-9]\d{2}[-. ]?\d{4}$ and it always gives me error stating enter phone number in correct format , i have tried entering all formats with no luck, am i doing something wrong with my regex ?
Regards,
Basha
Original Message:
Sent: 07-10-2022 21:38
From: Anton Vroon
Subject: Callback bot for web messaging
Slot configuration looks fine.
Instead of Ask for Intent, just use Ask for Slot
Slots are always outputs too, so no need to then create another variable for an output.
You don't need an intent for gathering something specific like a phone number, a slot by itself is fine. And in the slot you can set Verification to Always to auto confirm. If they say no it will auto re-ask
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Anton Vroon
Original Message:
Sent: 07-10-2022 21:26
From: Basha Mulla
Subject: Callback bot for web messaging
Hi Anton,
Thank you for your reply,
I am looking for something like bot asks customer to enter phone number so i can use that in my call back data action to setup call back. I am not much familiar with this bot flows, would be great if you guide me on how i can design slots and intents to accomplish my task ? Below are the screens how i am configuring , suggestions would be appreciated.
Regards,
Basha
Original Message:
Sent: 07-10-2022 20:44
From: Anton Vroon
Subject: Callback bot for web messaging
Use Ask for Slot instead
For the Slot Type you have two options,
If you have already authenticated the customer, do a database dip and get their phone numbers from your CRM, and populate your slot with those values, presenting them to the customer to select from
https://help.mypurecloud.com/articles/use-dynamic-list-slot-types-in-a-bot-flow/
Otherwise set the Slot Type up with a regular expression matching the phone number setup you have, ensuring you prompt the customer to enter their number in the correct format.
That should get you what you need for your DataAction
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Anton Vroon
Original Message:
Sent: 07-10-2022 15:19
From: Basha Mulla
Subject: Callback bot for web messaging
Hi Team,
New to bot flows and looking for a bot for webmessaging flow where i can collect phone number to have callback(have data action ready for callback). How can i accomplish this, i am trying to do with Ask intent but not getting it worked. Any help with step to step process to build this bot flow, help would be great on this.
Regards,
Basha
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