Genesys Cloud - Main

Currently we are having an issue with our Inbound Message Bot Flows at any action that asks for input; specifically in our case the 'Anything Else?' prompt. We are offering the end users the quick reply buttons, however, the issue is that almost all users are not using those buttons which leads to interactions with no exiting flow. We have an input timeout of 1 second but regardless the Bot does not prompt the end user to make a selection nor do the bot flow settings kick in to Disconnect the interaction. We are currently manually disconnecting Inbound messages with no exit. I do have an open ticket with GenCare but am curious how others have resolved this issue.

How are others resolving this issue of Inbound Messages with no Exiting?

Thank you,

Eric
#Routing(ACD/IVR)
#Unsure/Other

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Eric Allen
Vervent, Inc.
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Currently we are having an issue with our Inbound Message Bot Flows at any action that asks for input; specifically in our case the 'Anything Else?' prompt. We are offering the end users the quick reply buttons, however, the issue is that almost all users are not using those buttons which leads to interactions with no exiting flow. We have an input timeout of 1 second but regardless the Bot does not prompt the end user to make a selection nor do the bot flow settings kick in to Disconnect the interaction. We are currently manually disconnecting Inbound messages with no exit. I do have an open ticket with GenCare but am curious how others have resolved this issue.

How are others resolving this issue of Inbound Messages with no Exiting?

Thank you,

Eric

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Eric Allen
Vervent, Inc.
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Hi Eric

The timeout set for Bot is Voice Timeout, not message timeout, so that 1 second setting does not affect messages.
Messages are supposed to be asynchronous, meaning customers should be able to send 2 messages, then a few hours later send another two, it is suppose to allow long periods between sessions. 

Default timeout is 72hours.
Check the following for more information and how to configure it:
https://help.mypurecloud.com/articles/acd-messages-overview/
https://help.mypurecloud.com/articles/messaging-threading-timeline/

As for it not prompting the end user to make a selection, can you perhaps provide a screenshot of simplified version of your bot flow, I could not recreate that in our environment.

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Anton Vroon
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Original Message:
Sent: 03-11-2022 17:22
From: Eric Allen
Subject: Inbound Message Bot Flow Voice Input Timeout stuck

Currently we are having an issue with our Inbound Message Bot Flows at any action that asks for input; specifically in our case the 'Anything Else?' prompt. We are offering the end users the quick reply buttons, however, the issue is that almost all users are not using those buttons which leads to interactions with no exiting flow. We have an input timeout of 1 second but regardless the Bot does not prompt the end user to make a selection nor do the bot flow settings kick in to Disconnect the interaction. We are currently manually disconnecting Inbound messages with no exit. I do have an open ticket with GenCare but am curious how others have resolved this issue.

How are others resolving this issue of Inbound Messages with no Exiting?

Thank you,

Eric

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Eric Allen
Vervent, Inc.
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Thank you Anton. That is exactly the information I needed.

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Eric Allen
Vervent, Inc.
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Original Message:
Sent: 03-13-2022 16:02
From: Anton Vroon
Subject: Inbound Message Bot Flow Voice Input Timeout stuck

Hi Eric

The timeout set for Bot is Voice Timeout, not message timeout, so that 1 second setting does not affect messages.
Messages are supposed to be asynchronous, meaning customers should be able to send 2 messages, then a few hours later send another two, it is suppose to allow long periods between sessions.

Default timeout is 72hours.
Check the following for more information and how to configure it:
https://help.mypurecloud.com/articles/acd-messages-overview/
https://help.mypurecloud.com/articles/messaging-threading-timeline/

As for it not prompting the end user to make a selection, can you perhaps provide a screenshot of simplified version of your bot flow, I could not recreate that in our environment.

------------------------------
Anton Vroon
------------------------------


Original Message:
Sent: 03-11-2022 17:22
From: Eric Allen
Subject: Inbound Message Bot Flow Voice Input Timeout stuck

Currently we are having an issue with our Inbound Message Bot Flows at any action that asks for input; specifically in our case the 'Anything Else?' prompt. We are offering the end users the quick reply buttons, however, the issue is that almost all users are not using those buttons which leads to interactions with no exiting flow. We have an input timeout of 1 second but regardless the Bot does not prompt the end user to make a selection nor do the bot flow settings kick in to Disconnect the interaction. We are currently manually disconnecting Inbound messages with no exit. I do have an open ticket with GenCare but am curious how others have resolved this issue.

How are others resolving this issue of Inbound Messages with no Exiting?

Thank you,

Eric

------------------------------
Eric Allen
Vervent, Inc.

I am experiencing the same issue with an Inbound Message Flow -> Genesys Dialog Engine bot flow with Quick Replies.

Use Case: The customer starts the web message conversation, the bot presents a quick reply list, the customer closes the browser (i.e., does not make a selection).

Because there is no timeout, the interaction remains "in progress" and is "stuck" in the workflow. It stays "stuck" despite the threading timeout (which is and should be unrelated to a customer response timeout).

It seems that the only way to end the interaction is to manually disconnect it through the Admin page.

Has anyone found a workaround solution? It seems that there should be a timeout for a customer to respond during a text-based bot flow when it is asks the customer for information or confirmation.

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Dan Fontaine
ConvergeOne, Inc.
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Hi Dan

If it is exceeding the threading timeline timeout I would suggest raising a customer care case. This is what should terminate a messaging session after it has gone stale.

It is a feature of asynchronous messaging that the messages doesn't time out allowing the customer to pick up the conversation right where they left off, an hour or days later.

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Anton Vroon
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Original Message:
Sent: 03-21-2022 12:45
From: Dan Fontaine
Subject: Inbound Message Bot Flow Voice Input Timeout stuck

I am experiencing the same issue with an Inbound Message Flow -> Genesys Dialog Engine bot flow with Quick Replies.

Use Case: The customer starts the web message conversation, the bot presents a quick reply list, the customer closes the browser (i.e., does not make a selection).

Because there is no timeout, the interaction remains "in progress" and is "stuck" in the workflow. It stays "stuck" despite the threading timeout (which is and should be unrelated to a customer response timeout).

It seems that the only way to end the interaction is to manually disconnect it through the Admin page.

Has anyone found a workaround solution? It seems that there should be a timeout for a customer to respond during a text-based bot flow when it is asks the customer for information or confirmation.

------------------------------
Dan Fontaine
ConvergeOne, Inc.
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