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  • 1.  Configuring No Input Behavior

    Posted 09-27-2023 10:41

    We have a chatbot using Dialogflow.  We want it to gather a piece of information from the user and then based on that data create the next behavior for the bot to follow.  We have all of it configured and working except for No Inputs.  What we want to happen is the user is displayed a message about not getting any input and then the interaction disconnect.   How do you get Dialogflow to invoke a No Input event handler?  Or if it needs to be configured in Architect, how does Architect know that it should follow the no input path?   

    Thanks in advance. 


    Nichole Conway
    State of Missouri

  • 2.  RE: Configuring No Input Behavior

    Posted 09-27-2023 22:09

    I remember some discussion about this early on.  Check out these and see if they can help you:

    Genesys Cloud CX - Genesys

    Also, on the Google side, here are some things to try:

    • You can use the built-in events and to trigger different responses or actions when there is no input from the user. For example, you can repeat the question in the same way as the first time for, and rephrase the original question for You can also set the transition page to "Current Page" in the event handler to loop the error on the same page. See this answer1 for more details and screenshots.
    • You can use a catch node to catch events like "repeat", "silence" and low confidence checks. You can increase a counter by +1 each time there is no input from the user, and repeat the initial phrase/question. On the third try, you can bounce them to an agent. See this answer2 for more information.
    • You can follow the voice agent design best practices3 suggested by Google Cloud, which include limiting no-match and no-input repetitions, providing clear instructions and feedback, and using confirmation and disambiguation strategies.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Configuring No Input Behavior

    Posted 09-29-2023 09:09

    Thanks Robert.  I found the no input configuration here

    Right under my nose :)  Thanks for the response!

    Nichole Conway
    State of Missouri

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