Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Hi Shakti

Sounds to me like you would be better off using a card, which will let you have a hyperlink as well as a quick reply with consistent looking buttons. 

Check out the below links:

https://help.mypurecloud.com/articles/work-with-cards-in-bot-conversations/

https://help.mypurecloud.com/articles/work-with-carousels-in-bot-conversations/

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Thanks Anton - I have tried your suggestion and setting up a carousel with url and with postback, but neither of the two option displays the next message, my scenario is:-

All this is happening in Architect window, and just to be clear and hope am not confusing anyone, below is what I intend the chatbot to do

1. I initiate a test conversation with chatbot.
2. chatbot gives some options as "quick replies"
3. customer types "set autopay"
4. Chatbot is able to match with an intent and sends another reply back to the customer, with a button to click, the button would open the customer to a new webpage which is outside of Genesys Architect window. 
5. I have a follow up message which should be sent back to the customer, but customer doesn't get one, instead it keeps on repeating the previous block message.

With URL

with postback

Hi Shakti

Sounds to me like you would be better off using a card, which will let you have a hyperlink as well as a quick reply with consistent looking buttons. 

Check out the below links:

https://help.mypurecloud.com/articles/work-with-cards-in-bot-conversations/

https://help.mypurecloud.com/articles/work-with-carousels-in-bot-conversations/

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

Adding @Mitchell Mason to follow-up on the specific use-case.

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

Hello @Anton Vroon -  So I was able to make some progress on this, atleast the next message is coming up, which is good, but the problem is when I click on the link, it postback the url and doesn't actually open the page unless I click on the url send back by the chatbot, whereas what I want is, it shoud open the url and go to the next message.

Thanks

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 17:15
From: Shakti Joshi
Subject: Chat bot

Thanks Anton - I have tried your suggestion and setting up a carousel with url and with postback, but neither of the two option displays the next message, my scenario is:-

All this is happening in Architect window, and just to be clear and hope am not confusing anyone, below is what I intend the chatbot to do

1. I initiate a test conversation with chatbot.
2. chatbot gives some options as "quick replies"
3. customer types "set autopay"
4. Chatbot is able to match with an intent and sends another reply back to the customer, with a button to click, the button would open the customer to a new webpage which is outside of Genesys Architect window. 
5. I have a follow up message which should be sent back to the customer, but customer doesn't get one, instead it keeps on repeating the previous block message.

With URL

with postback

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 15:38
From: Anton Vroon
Subject: Chat bot

Hi Shakti

Sounds to me like you would be better off using a card, which will let you have a hyperlink as well as a quick reply with consistent looking buttons. 

Check out the below links:

https://help.mypurecloud.com/articles/work-with-cards-in-bot-conversations/

https://help.mypurecloud.com/articles/work-with-carousels-in-bot-conversations/

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

Original Message:
Sent: 03-26-2025 14:09
From: Shakti Joshi
Subject: Chat bot

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-25-2025 18:45
From: Robert Wakefield-Carl
Subject: Chat bot

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 03-25-2025 17:22
From: Mitchell Mason
Subject: Chat bot

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

------------------------------
Mitchell Mason
Principal Product Manager, Virtual Agent

Original Message:
Sent: 03-25-2025 03:50
From: Angelo Cicchitto
Subject: Chat bot

Adding @Mitchell Mason to follow-up on the specific use-case.

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-25-2025 00:13
From: Shakti Joshi
Subject: Chat bot

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 01-28-2025 09:05
From: Angelo Cicchitto
Subject: Chat bot

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 01-28-2025 07:37
From: Shakti Joshi
Subject: Chat bot

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

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

------------------------------
Shakti Joshi
Accountant
------------------------------

Just tick open url instead of postback

Edit: this does require customer to then select a postback, or input an intent to continue in the flow.  - I can't really think of a way to do both without running in to issues. Customer has to click on a button/hyperlink to go to the site, you shouldn't be able to push them to it, for good security reasons. Intents, postback, quick replies take you down flow paths where again you can't force a website. - Maybe someone has an interesting work around, but I don't think you can do both flow logic and open website at the same time. You can though have the open website, and then if the customer comes back have an option for them to proceed in the card or as an input intent.  

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

Original Message:
Sent: 03-26-2025 18:45
From: Shakti Joshi
Subject: Chat bot

Hello @Anton Vroon -  So I was able to make some progress on this, atleast the next message is coming up, which is good, but the problem is when I click on the link, it postback the url and doesn't actually open the page unless I click on the url send back by the chatbot, whereas what I want is, it shoud open the url and go to the next message.

Thanks

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 17:15
From: Shakti Joshi
Subject: Chat bot

Thanks Anton - I have tried your suggestion and setting up a carousel with url and with postback, but neither of the two option displays the next message, my scenario is:-

All this is happening in Architect window, and just to be clear and hope am not confusing anyone, below is what I intend the chatbot to do

1. I initiate a test conversation with chatbot.
2. chatbot gives some options as "quick replies"
3. customer types "set autopay"
4. Chatbot is able to match with an intent and sends another reply back to the customer, with a button to click, the button would open the customer to a new webpage which is outside of Genesys Architect window. 
5. I have a follow up message which should be sent back to the customer, but customer doesn't get one, instead it keeps on repeating the previous block message.

With URL

with postback

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 15:38
From: Anton Vroon
Subject: Chat bot

Hi Shakti

Sounds to me like you would be better off using a card, which will let you have a hyperlink as well as a quick reply with consistent looking buttons. 

Check out the below links:

https://help.mypurecloud.com/articles/work-with-cards-in-bot-conversations/

https://help.mypurecloud.com/articles/work-with-carousels-in-bot-conversations/

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

Original Message:
Sent: 03-26-2025 14:09
From: Shakti Joshi
Subject: Chat bot

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-25-2025 18:45
From: Robert Wakefield-Carl
Subject: Chat bot

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 03-25-2025 17:22
From: Mitchell Mason
Subject: Chat bot

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

------------------------------
Mitchell Mason
Principal Product Manager, Virtual Agent

Original Message:
Sent: 03-25-2025 03:50
From: Angelo Cicchitto
Subject: Chat bot

Adding @Mitchell Mason to follow-up on the specific use-case.

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-25-2025 00:13
From: Shakti Joshi
Subject: Chat bot

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 01-28-2025 09:05
From: Angelo Cicchitto
Subject: Chat bot

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 01-28-2025 07:37
From: Shakti Joshi
Subject: Chat bot

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

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

------------------------------
Shakti Joshi
Accountant
------------------------------

Thanks Anton - At this point , I feel I am stuck, will continue to see what can be done, but thanks for your help. Let me know if you find anything at your end.

Edit:- In this video Guru is doing the samething which I am looking for

Genesys Cloud CX - Genesys

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 18:52
From: Anton Vroon
Subject: Chat bot

Just tick open url instead of postback

Edit: this does require customer to then select a postback, or input an intent to continue in the flow.  - I can't really think of a way to do both without running in to issues. Customer has to click on a button/hyperlink to go to the site, you shouldn't be able to push them to it, for good security reasons. Intents, postback, quick replies take you down flow paths where again you can't force a website. - Maybe someone has an interesting work around, but I don't think you can do both flow logic and open website at the same time. You can though have the open website, and then if the customer comes back have an option for them to proceed in the card or as an input intent.  

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

Original Message:
Sent: 03-26-2025 18:45
From: Shakti Joshi
Subject: Chat bot

Hello @Anton Vroon -  So I was able to make some progress on this, atleast the next message is coming up, which is good, but the problem is when I click on the link, it postback the url and doesn't actually open the page unless I click on the url send back by the chatbot, whereas what I want is, it shoud open the url and go to the next message.

Thanks

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 17:15
From: Shakti Joshi
Subject: Chat bot

Thanks Anton - I have tried your suggestion and setting up a carousel with url and with postback, but neither of the two option displays the next message, my scenario is:-

All this is happening in Architect window, and just to be clear and hope am not confusing anyone, below is what I intend the chatbot to do

1. I initiate a test conversation with chatbot.
2. chatbot gives some options as "quick replies"
3. customer types "set autopay"
4. Chatbot is able to match with an intent and sends another reply back to the customer, with a button to click, the button would open the customer to a new webpage which is outside of Genesys Architect window. 
5. I have a follow up message which should be sent back to the customer, but customer doesn't get one, instead it keeps on repeating the previous block message.

With URL

with postback

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-26-2025 15:38
From: Anton Vroon
Subject: Chat bot

Hi Shakti

Sounds to me like you would be better off using a card, which will let you have a hyperlink as well as a quick reply with consistent looking buttons. 

Check out the below links:

https://help.mypurecloud.com/articles/work-with-cards-in-bot-conversations/

https://help.mypurecloud.com/articles/work-with-carousels-in-bot-conversations/

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

Original Message:
Sent: 03-26-2025 14:09
From: Shakti Joshi
Subject: Chat bot

Thanks @Robert Wakefield-Carl for your time and answer, but customer doesn't want to move to Virtual Agent just yet.

@Mitchell Mason and @Angelo Cicchitto , Please let me know your thoughts too about the latest question which I posted yesterday, as this has blocked my development of the chatbot.

Warm Regards

Shakti Joshi

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 03-25-2025 18:45
From: Robert Wakefield-Carl
Subject: Chat bot

Such an understatement!  Comparing bots to Virtual Agent is like comparing powdered eggs at the hotel to an omelet bar.  Not only do you have the creation of intents along with translation if you define the languages ahead of time, you get the predictive slots that all you to prompt something like "caller will provide a California license plate number" instead of about 7 different REGEX slot entries.  The summary and auto-wrap-up of the Virtual Agent is great for self-service reporting as well.  The only thing is that you have to look at the price.  Basically, if you have someone in a bot for over 8.5 minutes, go with the Virtual Agent since you can stay in there as long as you need to for a single half a token or $0.50 per session.  

You know me, so things I want to see:

1. Automatic translation of communicate and other prompts when adding a language.  Essentially, if you add Spanish, have a question like "Would you like to translate the entire Agent?"
2. Allow Predictive Slots in the Predictive Utterances.  Right now, you can only use common, old-fashioned slots (look at that - only 2 years old and we are calling it old-fashioned)
3. Allow Intents or Slots to be universal, meaning that if spoken at any point, you can have it branch off and come back much like calling a task mid-stream.
4. Allow multiple slot fulfilment in an intent and the ability to ask for missing slots automatically.  
5. Add a bunch of umms and ohhs and I sees sprinkled throughout when the AI is thinking.

That should keep you busy for a bit. Glad to discuss anytime.  Keep up the great development.  Let's teach Microsoft and Google how to really create useful bot technology.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 03-25-2025 17:22
From: Mitchell Mason
Subject: Chat bot

Virtual Agents are really a Bot Flow (or Digital Bot Flow) on steroids, powered by LLMs. So you'll have something more intelligent than a Bot Flow by turning on Virtual Agent. I'd suggest it as the starting point as its really the future of how conversational AI is built. 

That being said, the specific use case you mentioned, of providing 4 options and then allowing a user to type open text, will easily be handled by a bot flow as well. This is exactly how a digital menu works, assuming you've trained intents in your bot flow. 

------------------------------
Mitchell Mason
Principal Product Manager, Virtual Agent

Original Message:
Sent: 03-25-2025 03:50
From: Angelo Cicchitto
Subject: Chat bot

Adding @Mitchell Mason to follow-up on the specific use-case.

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 03-25-2025 00:13
From: Shakti Joshi
Subject: Chat bot

Hello@Angelo Cicchitto .. Thanks for your response.

i have couple of additional questions:-

1. The web messaging would still need to be integrated with a Digital Bot to handle questions from the customer?
2. Also, currently in engage , it allows freeform text for example , after the bot opens up with 4 initial quick response? Customer being pre determined can say "I want to setup auto-pay" which is not one lf the initial four quick response. Will I need to enable Virtual agent for that, or I should be able to achieve that by just simply using Genesys Digital bot flow which is available by default?

Thanks in advance for your help

------------------------------
Shakti Joshi
Accountant

Original Message:
Sent: 01-28-2025 09:05
From: Angelo Cicchitto
Subject: Chat bot

Hi @Shakti Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 01-28-2025 07:37
From: Shakti Joshi
Subject: Chat bot

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

1. When the chatbot will be disabled.
2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

3. Does Genesys offer third party survey for Chatbot and live agent chat?
4. Does it support sending transcripts to the customer if customer choses to receive one?
5. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
6. Also, can we customize the Chat widget with the custom color?

Thanks

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

------------------------------
Shakti Joshi
Accountant
------------------------------