Genesys Cloud - Main

I'm looking to use a bot flow to allow callers to update the work notes of an incident in our CRM via data action.

I don't see a way to accomplish this using intents since the caller would need to be able to say virtually anything, and not match an utterance.

Any ideas?

Thanks!

Brandon

So in this case intent would be "Update Case". Then within the intent task, use "Ask for Slot action" to capture the caller input/work notes. Create a RegEx slot Type for this purpose

Cheers

I'm looking to use a bot flow to allow callers to update the work notes of an incident in our CRM via data action.

I don't see a way to accomplish this using intents since the caller would need to be able to say virtually anything, and not match an utterance.

Any ideas?

Thanks!

Brandon