Genesys Cloud - Main

Hi everyone, 

Is there a way we can allow a Digital bot where it allows users to start a live chat with a customer service agent similar to the web chat in Genesys?

#Digitalbot

#DigitalChannels

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Phaneendra Avatapalli
Monash University
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Hi Phaneedra,

For that, you'd have to exit the digital bot flow and perform ACD routing of chat/messaging in the message flow. 

You can pass flow variable outputs back to the inbound message flow to help you form your logic on routing to an ACD queue.

The Call Digital Bot Flow action in your message flow has input and output variables. Use that to your advantage in performing your routing logic within the message flow.

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Niel Vicente
DAMAC Properties Co. LLC
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Thank you Niel for your reply

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Phaneendra Avatapalli
Monash University
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Original Message:
Sent: 08-19-2024 07:19
From: Niel Vicente
Subject: Digital bot question

Hi Phaneedra,

For that, you'd have to exit the digital bot flow and perform ACD routing of chat/messaging in the message flow. 

You can pass flow variable outputs back to the inbound message flow to help you form your logic on routing to an ACD queue.

The Call Digital Bot Flow action in your message flow has input and output variables. Use that to your advantage in performing your routing logic within the message flow.

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Niel Vicente
DAMAC Properties Co. LLC
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