Genesys Cloud - Main

Hi,

I have an AI guide in use (in QA) and I'm trying to handle situations where the customer doesn't respond (no input). I thought I could capture this with some in-guide IF/THEN logic but, in the case of no input, it just seems to just repeat the prompt question.

Has anyone successfully managed to handle no input within a guide to get specific treatment? Beyond having a second guide that you jump to using the settings in the Bot flow?

This is the Guide in question (the start of it). In theory if the customer doesn't respond to the first question, it should go to the "I didn't hear that..." part, but, it doesn't. It just asks the first question again. Similar behaviour happens with questions later in the guide.

# Action: summarizeProblem - generates a concise summary of the customer's reported issue

Gather Problem Details
- Ask "Ok, and what is the problem you're experiencing with your equipment?"
- Store in {{Variable.customerError}}
- If the customer does not give any response at all
- Then Go To Re-try Gathering Problem Details
- If no input is detected
- Then Go To Re-try Gathering Problem Details

Re-try Gathering Problem Details
  - Ask "I didn't hear that, tell me why you're calling, please?"
- Store in {{Variable.customerError}}

  
Summarize Problem
- Call {{Action.custom_-_xxxxxxxxx}} using {{Variable.customerError}} as input.
- Store response in {{Variable.problemSummary}} and {{Variable.problemCategory}} 

Hey James! 

Your question has an answer on the new Q&A episode we just released at chapter marker 2:31. Hope this helps :)

# Action: summarizeProblem - generates a concise summary of the customer's reported issueGather Problem Details- Ask "Ok, and what is the problem you're experiencing with your equipment?"- Store in {{Variable.customerError}}- If the customer does not give any response at all- Then Go To Re-try Gathering Problem Details- If no input is detected- Then Go To Re-try Gathering Problem DetailsRe-try Gathering Problem Details  - Ask "I didn't hear that, tell me why you're calling, please?"- Store in {{Variable.customerError}}  Summarize Problem- Call {{Action.custom_-_xxxxxxxxx}} using {{Variable.customerError}} as input.- Store response in {{Variable.problemSummary}} and {{Variable.problemCategory}}