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Callback bot for web messaging

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  • 1.  Callback bot for web messaging

    Posted 07-10-2022 15:20
    Edited by Basha Mulla 07-10-2022 21:28
    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
    #ConversationalAI(Bots,AgentAssist,etc.)


  • 2.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-10-2022 20:44
    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

    ------------------------------
    Anton Vroon
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  • 3.  RE: Callback bot for web messaging

    Posted 07-10-2022 21:27
    Edited by Basha Mulla 07-10-2022 21:27
    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




  • 4.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-10-2022 21:39
    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

    ------------------------------
    Anton Vroon
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  • 5.  RE: Callback bot for web messaging

    Posted 07-10-2022 22:07
    Edited by Basha Mulla 07-10-2022 22:07
    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

    ------------------------------
    Anton Vroon



  • 6.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-10-2022 22:35
    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.

    ------------------------------
    Anton Vroon
    ------------------------------



  • 7.  RE: Callback bot for web messaging

    Posted 07-10-2022 22:52
    Edited by Basha Mulla 07-10-2022 22:52
    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



  • 8.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-10-2022 23:44
    That is out of the box functionality of Ask for Intent
    It will try to best match your input with the intents that are configured, if it is not confident in the match, it will automatically ask what you have configured under Settings > Bot Flow

    This doesn't apply to Slots.

    Intent is great for the broad strokes, in general what does the customer want, especially when there is lots of different ways to say the same thing.
    Slots are better for specifics, of these options what do you want, or give me a specific phone number or account number etc.



    You can also control that confidence level


    ------------------------------
    Anton Vroon
    ------------------------------



  • 9.  RE: Callback bot for web messaging
    Best Answer

    Posted 07-11-2022 11:06
    Edited by Basha Mulla 07-11-2022 12:05
    Hi Basha,

    Try to use below expression , that works for me. Regex: \(?\d+\)?[-.\s]?\d+[-.\s]?\d+




    ------------------------------
    Vinay Nimmala

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  • 10.  RE: Callback bot for web messaging

    Posted 07-11-2022 11:53
    Edited by Basha Mulla 07-11-2022 11:53
    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 ?

    ------------------------------
    Regards,
    Basha
    ------------------------------



  • 11.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-11-2022 16:23
    Edited by Anton Vroon 07-11-2022 16:31
    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


    ------------------------------
    Anton Vroon
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  • 12.  RE: Callback bot for web messaging

    Posted 07-13-2022 17:30
    Thank you Anton this worked with slots, only concern is like the time out is not working is that feature available like if i dont select anything for that slot we need it to be disconnected after few seconds but i see the messaging is not doing that , any input please ?

    ------------------------------
    Regards,
    Basha
    ------------------------------



  • 13.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-13-2022 18:40
    Timeouts for Intents and Slots are only available on the Voice Channel

    Having no timeouts, is a feature of asynchronous Messaging. The idea is that unlike a chat, a customer should be able to come back an hour, a day etc from now and continue their journey right where they picked off. This does require a bit of a shift in thinking and how you design messaging experiences.
    There is a global timeout, so they don't sit there indefinitely, default is 72 hours.
    You can find out more info here
    https://help.mypurecloud.com/articles/messaging-threading-timeline/

    ------------------------------
    Anton Vroon
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  • 14.  RE: Callback bot for web messaging

    Posted 07-13-2022 18:48
    Thank you Anton.. this helps me.

    ------------------------------
    Regards,
    Basha
    ------------------------------



  • 15.  RE: Callback bot for web messaging

    Posted 07-13-2022 19:10
    but i have a small thing here not sure how to fulfill.. i am in inqueue messaging, have to give caller a callback option with bot (like please select press 1 for callback otherwise hold) so if they dont press any thing i want it back to messaging flow and follow inqueue treatment. how to do this ?

    ------------------------------
    Regards,
    Basha
    ------------------------------



  • 16.  RE: Callback bot for web messaging

    Posted 08-11-2022 00:43
    Isn't the global timeout "after the agent/system disconnects"? I.e. the conversation must have reached an agent AND the Agent must have disconnected.

    If the customer is in a BOT that has Asked for a Slot it will just wait indefinitely will it not?




    ------------------------------
    Angus Huckle
    Spark NZ Trading
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  • 17.  RE: Callback bot for web messaging

    Top 25 Contributor
    Posted 07-13-2022 20:31
    That is a good question. And not something I have actively done myself yet for messaging.

    But my initial thoughts would be, don't give the customer the option to hold.
    Press 1 if you would like us to give you a call back when it is your turn in queue
    otherwise please press 2 to remain in Queue.

    Hopefully someone else has a better solution for this, or links to existing Ideas that allow for this.

    ------------------------------
    Anton Vroon
    ------------------------------



  • 18.  RE: Callback bot for web messaging