Hi All,
We have a scenario where agents complete and wrap up an SMS interaction, but the customer replies later and starts another conversation within the same messaging thread.
We identified the wrap-up codes that represent a fulfilled or completed customer intention and added them to a data table. We also created a separate data table for keyword triggers such as "Thank you," "Thx," "Goodbye," and similar closing responses.
The goal is to determine whether the customer's new SMS message should be treated as a new conversation or as a final/closing response to the previous completed interaction.
I created a diagram showing how I think the logic could work, but I would like feedback on the cleanest configuration approach in Genesys Cloud.
Proposed logic:
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Capture the customer's SMS body.
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Check the previous interaction within a defined timeframe.
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If there is no previous completed wrap-up code, route the customer to the normal bot greeting and menu.
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If there is a previous completed wrap-up code, compare it against the completed wrap-up code data table.
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If the wrap-up code matches, compare the customer's SMS body against the keyword trigger data table.
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If the message contains a closing keyword, send a closing response and disconnect.
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If the message does not contain a closing keyword, ask the customer whether they want to start a new conversation.
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If yes, send the bot menu.
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If no, send a closing response and disconnect.
Please let me know if there is a cleaner or more supportable way to configure this.
Thank you.
#Architect------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Outbound Dialer Systems Administrator
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