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  • 1.  Digital Bot Flow - No Intent

    Posted 01-17-2023 09:29
    No replies, thread closed.
    I am converting some Bot Flows into Digital Bot flows.

    I understand that the "Ask for Intent" action has been replaced with "Wait for Input" in digital bot flows but I am unable to see where I can configure a "No Intent" option.

    If the bot can't find an Intent or Knowledge article related to the customer question then I want to perform another action, for example collect some information from the customer and then route to ACD.

    Any ideas on how this can be achieved?

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

    ------------------------------
    Darren Sawyer
    Kerv Experience Limited
    ------------------------------


  • 2.  RE: Digital Bot Flow - No Intent
    Best Answer

    Posted 01-31-2023 12:39
    No replies, thread closed.

    I've found a way to mimic this behaviour. Updating the "User Input > No Match Detected > Maximum Number of No Match Reties" = 0 and "No Input Maximum Retries Exceeded Handling" to "Exit Flow".


    Then in the message flow you can go to another Digital Bot Flow which can then perform another action, for example collect some information from the customer and then route to ACD.

    Thanks,

    Darren



    ------------------------------
    Darren Sawyer
    Kerv Experience Limited
    ------------------------------

    Original Message


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