Genesys Cloud - Main

I need to add a option 1 and 2 in a SMS inbound flow. For example below a inbound SMS,

Hi, how can we help you?
Press 1 for Sales
Press 2 for Accounting

Which design should be used for creating a SMS menu?

Option A - Use a Digital Bot

Use an Ask for Intent step such as:

• Option 1 → Sales Intent → Transfer to ACD (Sales Queue)

• Option 2 → Accounting Intent → Send Response (text reply)

• No Match → Send Response → loop back to Ask for Intent
  
  

Option B - Use Only Architect

Handle the reply directly in the Initial State using:

• Collect Input / Wait for Response, then

• Decision action to branch based on "1" or "2."

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#Routing(ACD/IVR)

------------------------------
Jean Lam
------------------------------

I need to add a option 1 and 2 in a SMS inbound flow. For example below a inbound SMS,

Hi, how can we help you?
Press 1 for Sales
Press 2 for Accounting

Which design should be used for creating a SMS menu?

Option A - Use a Digital Bot

Use an Ask for Intent step such as:

• Option 1 → Sales Intent → Transfer to ACD (Sales Queue)

• Option 2 → Accounting Intent → Send Response (text reply)

• No Match → Send Response → loop back to Ask for Intent
  
  

Option B - Use Only Architect

Handle the reply directly in the Initial State using:

• Collect Input / Wait for Response, then

• Decision action to branch based on "1" or "2."

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#Routing(ACD/IVR)

------------------------------
Jean Lam
------------------------------