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  • 1.  Genesys Digital Bots Feature Beta: Presence Check

    Posted 11-08-2022 06:29

    This Beta is for all those that are using or interested in using Genesys Digital Bot Flows. This new feature answers a critical question: "Are you there?"  Bot users get distracted or may abandon a conversation, leaving a digital bot in a state of limbo. Further, an agent that picks up a transfer may be trying to engage with someone no longer engaged in the interaction, which is a productive drag.

    This new feature gives the bot author the ability to configure both the "no input" message as well as the maximum number of prompts to the end user that has become disengaged. It also gives more control on whether to keep the chat open, disconnect or end when those retries are exceeded. The aim is to help increase task completion by pulling a user's attention back to the chat and preventing agent handover when no one is engaging.  This is linked to this aha idea here.

    Further, this feature can be combined with In-Queue Messaging, which is used to deflect customers to a bot while they wait for an agent. With the Presence Check and In-Queue Messaging enabled, you can ensure that a bot checks that there is someone there before an agent transfer. This minimizes time agents spent on non-productive calls and likely reduces agent frustration as well.

    If you are interested in enabling this new feature, please leave a comment here or email me at:


    Gemma Alvarez
    Genesys - Employees

  • 2.  RE: Genesys Digital Bots Feature Beta: Presence Check

    Posted 11-08-2022 15:02
    Hi Gemma - we'd love to trial this out with some of our digital bots, it was a big feature we were hoping to see in the digital flow beta or initial release.

    Brad Murlin
    Zillow, Inc.

  • 3.  RE: Genesys Digital Bots Feature Beta: Presence Check

    Posted 12-05-2022 06:25



    If you have any feedback from the beta, please can you fill out the following form?  It would be good to gather this by the end of this week.  Thanks