Genesys Cloud - Main

Howdy all,

We recently had Dialog Engine Bot Flow added to our org in an attempt to solve an ongoing issue. Our desired goal is for a chat bot on our website to offer customers a choice of three different lines of business. Two of those lines of business will return an auto response and disconnect, while the third will prompt two further selection options for different Sales departments and route to two separate queues accordingly. 

I've built the Bot Flow with five intents and configured the first Ask with the main three, as well as added the communication/auto responses for the first two LOB. I then used the third LOB to trigger a second intent Ask, with each response setting the appropriate intent followed by a communication saying we were looking for an agent. I then configured this with our chat bot deployment on our test page and used an inbound message flow to call this bot flow.

When I test it, I'm able to navigate the first level of Intent asks and the auto responses for the first two LOBs work as intended. The third option then further prompts on the sub-LOB options, but I'm unable to get the last step to trigger anything at all.

In my inbound message flow, I've tried the following:

1. On the Initial Step, inserted a Call Bot Flow action with the Execution Results "Intent" section set to "State.BotIntent" and then used a Decision to check if the state was the first sub-LOB and route accordingly, or return an auto response for the second (just for easily visibility when testing from our site.) With this config, I got the auto response for the second LOB regardless of whether I selected the first or second option.
2. Changed the Intent to use the entire flow instead of initial state and got the same results
3. Changed the Decision to a Switch where the cases were the two separate intents (I verified in the initial state action that it my Switch was consuming this as well) and set two different responses for testing purposes and got neither when testing.

At this point it's obvious I'm doing something wrong somewhere, but I've read the available documentation and watched the videos, but they all seem to be using Inbound Call Flows instead of Message flows, and they are using a Task instead of State, which I don't see as an option in the Message Flow. Is anyone able to provide guidance on how we can achieve what we're looking for, or where I'm going wrong? Any help is appreciated. I'm also happy to provide screenshots or whatever else may assist.

Thanks,
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Hi Duncan,

I am one of the Product Managers for Dialog Engine Bot Flows. From your explanation above it sounds like you want to create a "menu bot" rather than an "intent/NLU bot" - by this I mean you have pre-defined paths you want the bot to take. We want to add a new action to the product to make "menu bots" easier, but you can achieve the same functionality by using Ask for Slots rather than Ask for Intents.

I suggest you try to use an Ask for Slot for each "menu level". So create a custom slot list for your 2 menu's, in the example below "LOB 1", "LOB 2", LOB 3" would be the options you want your customers to type - you can add synonyms too. (If you are using Web Messenger, you can turn on Automatic Quick Reply buttons & if there's 10 or less options they will appear as buttons)


Then use Ask for Slot actions for each menu, after each Ask for Slot use a switch statement to create the paths for each option.

If you get stuck or this doesn't work, let me know.

Good luck!
Nicola

(I am out of office Thursday/Friday this week)

------------------------------
Nicola Conlon
Genesys - Employees
------------------------------

Hey Nicola, thanks for the response, this is definitely what I'm looking for.

I was able to build out the two slot type menus in the Bot Flow, but I'm still a bit stuck on the final piece of this. Here's what I have so far:

1. Entry point asks for Slot 1, which includes the Slot Type list 1 and the main 3 LOBs.
2. A switch with 3 cases, Case 1 and 2 return a "Communicate" action with placeholder text and then exits the bot flow at the last step
3. Case 3 has a second ASk for Slot with the second Slot and Slot Type list 2
4. A second switch, with Case 1 set as Slot.Menu2 == "LOB 1 and Case 2 set as Slot.Menu2 == "LOB 2"

Now, where do I go from here? When I edit my Inbound Message Flow to call this bot, it shows the two slots under Input and Output, but I don't appear to be able to call the output from Slot.Menu2 like I could with Intent output previously, so I don't understand how I can then route via the Inbound Message Flow to the correct ACDs.

Thanks again for all your help!

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 02-16-2022 07:37
From: Nicola Burns
Subject: Inbound msg flow + bot flow intent outcomes problem

Hi Duncan,

I am one of the Product Managers for Dialog Engine Bot Flows. From your explanation above it sounds like you want to create a "menu bot" rather than an "intent/NLU bot" - by this I mean you have pre-defined paths you want the bot to take. We want to add a new action to the product to make "menu bots" easier, but you can achieve the same functionality by using Ask for Slots rather than Ask for Intents.

I suggest you try to use an Ask for Slot for each "menu level". So create a custom slot list for your 2 menu's, in the example below "LOB 1", "LOB 2", LOB 3" would be the options you want your customers to type - you can add synonyms too. (If you are using Web Messenger, you can turn on Automatic Quick Reply buttons & if there's 10 or less options they will appear as buttons)


Then use Ask for Slot actions for each menu, after each Ask for Slot use a switch statement to create the paths for each option.

If you get stuck or this doesn't work, let me know.

Good luck!
Nicola

(I am out of office Thursday/Friday this week)

------------------------------
Nicola Conlon
Genesys - Employees
------------------------------

Please disregard, I realized I just needed to set the output from the second menu in the entry task for the Inbound Message flow and then call that expression. I think this will work! Thank you so much.

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 02-16-2022 10:59
From: Duncan Maloch
Subject: Inbound msg flow + bot flow intent outcomes problem

Hey Nicola, thanks for the response, this is definitely what I'm looking for.

I was able to build out the two slot type menus in the Bot Flow, but I'm still a bit stuck on the final piece of this. Here's what I have so far:

1. Entry point asks for Slot 1, which includes the Slot Type list 1 and the main 3 LOBs.
2. A switch with 3 cases, Case 1 and 2 return a "Communicate" action with placeholder text and then exits the bot flow at the last step
3. Case 3 has a second ASk for Slot with the second Slot and Slot Type list 2
4. A second switch, with Case 1 set as Slot.Menu2 == "LOB 1 and Case 2 set as Slot.Menu2 == "LOB 2"

Now, where do I go from here? When I edit my Inbound Message Flow to call this bot, it shows the two slots under Input and Output, but I don't appear to be able to call the output from Slot.Menu2 like I could with Intent output previously, so I don't understand how I can then route via the Inbound Message Flow to the correct ACDs.

Thanks again for all your help!

------------------------------
Duncan Maloch
Sonic.net
------------------------------


Original Message:
Sent: 02-16-2022 07:37
From: Nicola Burns
Subject: Inbound msg flow + bot flow intent outcomes problem

Hi Duncan,

I am one of the Product Managers for Dialog Engine Bot Flows. From your explanation above it sounds like you want to create a "menu bot" rather than an "intent/NLU bot" - by this I mean you have pre-defined paths you want the bot to take. We want to add a new action to the product to make "menu bots" easier, but you can achieve the same functionality by using Ask for Slots rather than Ask for Intents.

I suggest you try to use an Ask for Slot for each "menu level". So create a custom slot list for your 2 menu's, in the example below "LOB 1", "LOB 2", LOB 3" would be the options you want your customers to type - you can add synonyms too. (If you are using Web Messenger, you can turn on Automatic Quick Reply buttons & if there's 10 or less options they will appear as buttons)


Then use Ask for Slot actions for each menu, after each Ask for Slot use a switch statement to create the paths for each option.

If you get stuck or this doesn't work, let me know.

Good luck!
Nicola

(I am out of office Thursday/Friday this week)

------------------------------
Nicola Conlon
Genesys - Employees

Hi Duncan,

You were very quick changing the flow from Intents to Slots.

No problem - if you get stuck again just let us know.

Happy bot building!
Nicola

------------------------------
Nicola Burns
Genesys - Employees
------------------------------

Original Message:
Sent: 02-16-2022 11:08
From: Duncan Maloch
Subject: Inbound msg flow + bot flow intent outcomes problem

Please disregard, I realized I just needed to set the output from the second menu in the entry task for the Inbound Message flow and then call that expression. I think this will work! Thank you so much.

------------------------------
Duncan Maloch
Sonic.net
------------------------------


Original Message:
Sent: 02-16-2022 10:59
From: Duncan Maloch
Subject: Inbound msg flow + bot flow intent outcomes problem

Hey Nicola, thanks for the response, this is definitely what I'm looking for.

I was able to build out the two slot type menus in the Bot Flow, but I'm still a bit stuck on the final piece of this. Here's what I have so far:

1. Entry point asks for Slot 1, which includes the Slot Type list 1 and the main 3 LOBs.
2. A switch with 3 cases, Case 1 and 2 return a "Communicate" action with placeholder text and then exits the bot flow at the last step
3. Case 3 has a second ASk for Slot with the second Slot and Slot Type list 2
4. A second switch, with Case 1 set as Slot.Menu2 == "LOB 1 and Case 2 set as Slot.Menu2 == "LOB 2"

Now, where do I go from here? When I edit my Inbound Message Flow to call this bot, it shows the two slots under Input and Output, but I don't appear to be able to call the output from Slot.Menu2 like I could with Intent output previously, so I don't understand how I can then route via the Inbound Message Flow to the correct ACDs.

Thanks again for all your help!

------------------------------
Duncan Maloch
Sonic.net


Original Message:
Sent: 02-16-2022 07:37
From: Nicola Burns
Subject: Inbound msg flow + bot flow intent outcomes problem

Hi Duncan,

I am one of the Product Managers for Dialog Engine Bot Flows. From your explanation above it sounds like you want to create a "menu bot" rather than an "intent/NLU bot" - by this I mean you have pre-defined paths you want the bot to take. We want to add a new action to the product to make "menu bots" easier, but you can achieve the same functionality by using Ask for Slots rather than Ask for Intents.

I suggest you try to use an Ask for Slot for each "menu level". So create a custom slot list for your 2 menu's, in the example below "LOB 1", "LOB 2", LOB 3" would be the options you want your customers to type - you can add synonyms too. (If you are using Web Messenger, you can turn on Automatic Quick Reply buttons & if there's 10 or less options they will appear as buttons)


Then use Ask for Slot actions for each menu, after each Ask for Slot use a switch statement to create the paths for each option.

If you get stuck or this doesn't work, let me know.

Good luck!
Nicola

(I am out of office Thursday/Friday this week)

------------------------------
Nicola Conlon
Genesys - Employees