Genesys Cloud CX - Beta HQ

Hey everyone, wanted to ask if anyone is successfully transferring a digital bot chat to a ACD queue. Part of my flow askes the customer if they would like to speak with an agent depending on a yes/no response. I do get the failure message but the transfer is not successful. Two Questions:

1. Does the "Test" function inside the bot flow window support actually transferring the agent to the Queue or do I need to go about this a different way. Maybe its limited in some way?

2. I have added a screenshot showing my flow. It looks like this is all I would need for a simple test, but any input would be greatly appreciated as it is not working.

 

#Unsure/Other

#DigitalBots

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Trevor Armstrong
WestJet, an Alberta Partnership
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Hello Trevor,

From my experience with the Test feature will only test the bot flow, so after the interaction is supposed to be transferred to ACD the test will end.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Jan,

I believe you are absolutely correct, but since the Digital Bot Flows are a "Supporting Flow" I think they needed to be called by a Initial Flow - Which I ended up configuring and was successful with getting the flow connected to a queue and ultimately an agent using - https://developer.genesys.cloud/devapps/web-chat-messenger

Thanks, 

Trevor.

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Trevor Armstrong
WestJet, an Alberta Partnership
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Original Message:
Sent: 11-23-2023 04:09
From: Jan Heinonen
Subject: Digital Bot ACD transfer fails

Hello Trevor,

From my experience with the Test feature will only test the bot flow, so after the interaction is supposed to be transferred to ACD the test will end.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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