Genesys Cloud CX

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  • 1.  Face Book Bot Flow

    Posted 09-23-2022 09:51
    Hi
    We've created a bot flow to integrate with FB messenger which works just fine to provide links to forms FAQ's, etc.

    The issue we have is if the initial message from the customer is "Hi" all is good the bot kicks in and away we go, but if the initial message which often is the case is intent the bot can't see this and we end up asking for the intent even though the customer has stated it in the initial message.
    Is there a way to pass the initial message into the bot please.

    I hope that makes sense
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Philip Thys
    British Telecommunications PLC
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  • 2.  RE: Face Book Bot Flow

    Posted 09-23-2022 11:37
    Ok, you use set Bot Inflow Text to message.message.body on the Call Bot Flow action.

    Its becoming a habit after spending hours researching then posting for help, I find it within minutes 🤣

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    Philip Thys
    British Telecommunications PLC
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