LWSChad | 2022-05-10 15:32:04 UTC | #1
Hello, This topic is related to, but a different question than.... Pre-queue customer abandon - web messaging guest API - Web Messaging - Genesys Cloud Developer Forum I am hoping to find some assistance on the following suggestion... "while in the Queue (we have In-Queue flows) you could build a simple Bot to triage whether customer is still available and willing to wait, and if not, just disconnect the interaction"
We have not been able to figure out how to determine if the customer is not available to wait - without clicking "no". Meaning, if they've closed the browser or left their computer, they can't answer the question and we can't determine that they're not available.
This seems like something we're just missing. What steps should be added to an in-queue flow to handle a lack of response by the customer?
Thank you CHAD
Angelo_Cicchitto | 2022-05-12 12:10:43 UTC | #2
Chad, that's a fair comment: indeed, we are missing a way to detect no-input timeout within bot flows, which is an existing Idea here https://genesyscloud.ideas.aha.io/ideas/AI-I-90 Without that, we cannot detect lack of response properly, as you noticed. I will update the other thread accordingly, thanks for raising this.
LWSChad | 2022-05-12 12:10:41 UTC | #3
Thank you for that info
system | 2022-06-12 12:11:24 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 14670