Genesys Cloud - Main

Hello Tom, 

I dont know if you tried this but each ask survey question action has built in error handling for both no input and no match scenarios. You can configure these separately rather than using a loop until setup. 

In your ask survey question action look for the below settings:

• voice no input timeout (default is 7 secs)
• no input apology message
• max number of retries 
• error handling paths

Based on what you have keep the default timeout value (7 secs). Configure separate messages for invalid response (no match) and no response (no input) and set max number of retries. Also make sure DTMF values for answer options are unique. 

Also here is some documentation if you need more info:
https://help.genesys.cloud/articles/failure-paths-architect/

https://help.genesys.cloud/articles/ask-survey-question-action/

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Hi Cameron. Thanks for your help with this. I followed the setup you suggested and it works for the most part. The only snag i'm left with is that we require the survey to disconnect on invalid entry. Currently its set to a max of 2 invalids and 2 no entries after which we would need a message to state the survey would disconnect, followed by disconnection itself. I tried this under the "conditions not met" section of the flow but it didn't work. any thoughts on this?

Hello Tom, 

I dont know if you tried this but each ask survey question action has built in error handling for both no input and no match scenarios. You can configure these separately rather than using a loop until setup. 

In your ask survey question action look for the below settings:

• voice no input timeout (default is 7 secs)
• no input apology message
• max number of retries 
• error handling paths

Based on what you have keep the default timeout value (7 secs). Configure separate messages for invalid response (no match) and no response (no input) and set max number of retries. Also make sure DTMF values for answer options are unique. 

Also here is some documentation if you need more info:
https://help.genesys.cloud/articles/failure-paths-architect/

https://help.genesys.cloud/articles/ask-survey-question-action/

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator

Hey Tom, how are you?

Have you tried checking the value on your Question Result variable? (Slot.Group1_Question1)?

Like, after the first question, if you want to check if the input is valid or not, you can add a decision block and check for something like:

toString(Slot.Group1_Question1) == "1" OR 
toString(Slot.Group1_Question1) == "2" OR 
toString(Slot.Group1_Question1) == "3" OR 
toString(Slot.Group1_Question1) == "4"

Then if the result is false, you can play the disconnection message and disconnect after.

Does that help?

Hi Cameron. Thanks for your help with this. I followed the setup you suggested and it works for the most part. The only snag i'm left with is that we require the survey to disconnect on invalid entry. Currently its set to a max of 2 invalids and 2 no entries after which we would need a message to state the survey would disconnect, followed by disconnection itself. I tried this under the "conditions not met" section of the flow but it didn't work. any thoughts on this?

Hello Tom, 

I dont know if you tried this but each ask survey question action has built in error handling for both no input and no match scenarios. You can configure these separately rather than using a loop until setup. 

In your ask survey question action look for the below settings:

• voice no input timeout (default is 7 secs)
• no input apology message
• max number of retries 
• error handling paths

Based on what you have keep the default timeout value (7 secs). Configure separate messages for invalid response (no match) and no response (no input) and set max number of retries. Also make sure DTMF values for answer options are unique. 

Also here is some documentation if you need more info:
https://help.genesys.cloud/articles/failure-paths-architect/

https://help.genesys.cloud/articles/ask-survey-question-action/

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator

Hi Marcello. Much appreciated for this. fwiw, it didn't initially work, but i figured that was for 2 reasons. first, I was still putting the decision inside the "conditions not met box" (started working when i moved it outside of it. Secondly, the string wasn't seeing numbers, but the worded answers from the survey form. I've included a screenshot below, but its working perfectly now. Really appreciate the help!

Hey Tom, how are you?

Have you tried checking the value on your Question Result variable? (Slot.Group1_Question1)?

Like, after the first question, if you want to check if the input is valid or not, you can add a decision block and check for something like:

toString(Slot.Group1_Question1) == "1" OR 
toString(Slot.Group1_Question1) == "2" OR 
toString(Slot.Group1_Question1) == "3" OR 
toString(Slot.Group1_Question1) == "4"

Then if the result is false, you can play the disconnection message and disconnect after.

Does that help?

Hi Cameron. Thanks for your help with this. I followed the setup you suggested and it works for the most part. The only snag i'm left with is that we require the survey to disconnect on invalid entry. Currently its set to a max of 2 invalids and 2 no entries after which we would need a message to state the survey would disconnect, followed by disconnection itself. I tried this under the "conditions not met" section of the flow but it didn't work. any thoughts on this?

Hello Tom, 

I dont know if you tried this but each ask survey question action has built in error handling for both no input and no match scenarios. You can configure these separately rather than using a loop until setup. 

In your ask survey question action look for the below settings:

• voice no input timeout (default is 7 secs)
• no input apology message
• max number of retries 
• error handling paths

Based on what you have keep the default timeout value (7 secs). Configure separate messages for invalid response (no match) and no response (no input) and set max number of retries. Also make sure DTMF values for answer options are unique. 

Also here is some documentation if you need more info:
https://help.genesys.cloud/articles/failure-paths-architect/

https://help.genesys.cloud/articles/ask-survey-question-action/

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator