Genesys Casual

Hi,

I am developing a conversation-based bot for WhatsApp using Genesys Cloud Inbound Message Flow. Inside the main message flow, I call a bot flow to "Ask for intent" with an open question to users. Everything is working well-NLU, intent capture, and general messaging-except for one issue: the "no input timeout" message.

I have configured the no input timeout in my bot flow, but when a user does not respond after the configured timeout period, the no input message is not displayed. The flow simply remains idle, and the expected no input timeout action does not trigger.

Has anyone experienced this issue or found a workaround? Are there additional settings or best practices to ensure the no input timeout message displays correctly in WhatsApp bot flows, especially when using intent-based questions?

Any insights, documentation links, or sample flow configurations!...

Thanks in advance for your help.

Hi Shyam S,

From what I understand, you are using a Bot Flow, which is designed specifically for voice. For messaging channels, the recommended approach is to use Digital Bot Flows - and this does require the appropriate license.

Documentation:
https://help.mypurecloud.com/articles/about-genesys-digital-bot-flows/

Regarding Bot Flow, details about input configuration can be found here (and also in Digital Bot Flow):
https://help.mypurecloud.com/articles/set-up-user-input-for-a-bot-flow/

The no-input features available in Bot Flow  have these characteristics, but they are voice-oriented, which is why they do not work properly for asynchronous messaging channels.

The Maximum Number of No Input Retries defines how many times the bot retries when the user does not respond. When this limit is reached, the flow follows the Max No Inputs, No Intent, or triggers Recognition Failure events, if configured.

The response wait time can range from 3 to 60 seconds.

The No Input Apology is an apology message displayed before the main no-input message.

The Voice No Input Timeout applies only to voice calls and defines how long the bot waits for a user response (default is 7 seconds).

It is important to clearly define which path the flow will follow once the configuration ends, for both messaging and voice scenarios.

Best practices can be found here:
https://help.mypurecloud.com/articles/best-practice-recommendations-for-building-bots-in-architect/

I hope this helps. Happy learning.