On our SMS channel, we have a bot that collects non-PII demographic data. After the inbound message flow validates that the person sent an appropriate keyword, a 1 question bot flow is called to request a language preference (1 for Eng, 2 for Esp) and then the demographic bot flow is called. The one field we require in the demographic blot flow is age since we don't provide digital services to people under the age of 13. In the digital bot flow, once the age slot is collected, it tests for >=13. If it is not, then it sets a flow variable in and returns to the flow. The calling inbound message flow evaluates the variable and if it contains a specific phrase indicating the person said they are younger than 13, then it sends a message informing them of our policy and gives them directions to call us or another child-specific helpline. It then goes to a disconnect action.
Everything works fine, except if the person responds to our message with ANY words, it restarts the demographic bot flow all over again. The Threading Timeline value for all of our messaging channels is disabled so it should be ending the interaction immediately and any new message should create a brand new interaction that starts with the language preference bot question.
Has anyone see this behavior with the SMS channel?
Thanks
#ConversationalAI(Bots,AgentAssist,etc.)#DigitalChannels------------------------------
Marty Hand
National Domestic Violence Hotline
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