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  • 1.  Inbound Message to Digital Bot Flow

    Posted 09-24-2024 11:10
    Edited by Nicole VanWie 09-24-2024 11:37
    No replies, thread closed.

    Hello,

    We had a vendor do our bot development when we first migrated from the Bold360/GenesysDX platform to Genesys Cloud CX. We have several bots that live on our websites and have the ability to escalate to an agent. I am now teaching myself how to build a bot for our internal helpdesk website. I have a couple questions that hopefully this community can assist with.

    When programming an Inbound Message Flow to call a Digital Bot Flow, what is the purpose of adding a Change State to a new object do the digital bot flow call, versus just using the Initial State object to Call the Digital Bot Flow directly? In this article the latter is how it is suggested: Add an inbound message flow that calls a digital bot flow - Genesys Cloud Resource Center (mypurecloud.com) but the vendor that did our build set it up the first way (see screenshot).

    Thank you for any advice you can provide to this Genesys noob! :)


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Nicole VanWie
    State of Arizona - City of Mesa
    ------------------------------



  • 2.  RE: Inbound Message to Digital Bot Flow
    Best Answer

    Posted 09-25-2024 08:13
    No replies, thread closed.

    Hello Nicole, 

    This is used to integrate your Bot into a message flow and inqueue message flows. I believe this documentation should help a bit more. 

    As a side note I am currently going through our beyond course for this as well and finding it extremely helpful. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Inbound Message to Digital Bot Flow

    Posted 09-25-2024 10:57
    No replies, thread closed.

    Thanks Cameron. I will enroll in that Beyond course!



    ------------------------------
    Nicole VanWie
    State of Arizona - City of Mesa
    ------------------------------

    Original Message


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