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  • 1.  Inbound Message flow triggers only on the second message

    Posted 18 days ago

    Hello all,

    I have a Inbound Message flow  that accepts messages from Teams and this flow is very simple: It just calls a Digital Bot Flow. This is to provide the Bot from Genesys within Teams for our customer. The issue is that the flow triggers only after the second message from the customer. Another problem is that if I look this interaction within Genesys Cloud, there both messages are registered with the time of the second one. Is there any configuration that I need to check or maybe this is a know issue?

    Thanks in advance!


    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels

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    Artur Moreira
    artur.moreira@atos.net
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  • 2.  RE: Inbound Message flow triggers only on the second message
    Best Answer

    Posted 18 days ago
    Hello Artur,
    You may want to configure the initial welcome message using Architect's Send Response action in your inbound message flow before your Call Digital Bot Flow action. This should help ensure the flow is triggered correctly from the first message rather than requiring a second message to activate the bot.
     
    If the issue persists after trying that, I would suggest opening a case with Product Support and providing a sample Conversation ID for further investigation.


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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Inbound Message flow triggers only on the second message

    Posted 18 days ago

    Hi Artur,

    I'm afraid I can't help with your issue but I'm very interested to understand more about what you have implemented.

    You start a conversation in Teams - with what? - and it continues the interaction in a Genesys Cloud message flow? How did you implement it?



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    James Dunn
    Telecoms Specialist
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