Genesys Cloud - Main

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

Small update. Turns out it is creating a new interaction but the 2nd interaction is not starting at the beginning of the inbound message flow. You can see the timeline headers show the difference. This is from the first one.

and this is the second.  It isn't testing for the appropriate keyword either, which is the first thing in the flow.

This has to be a bug, right? Just want to be sure I'm not missing something simple before I submit a trouble ticket.

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

Your first example seems to be calling a bot for language selection and the second does not.  Maybe the answer is how that second bot is called. Is the language bot exiting and then calling the other bot?  

Small update. Turns out it is creating a new interaction but the 2nd interaction is not starting at the beginning of the inbound message flow. You can see the timeline headers show the difference. This is from the first one.

and this is the second.  It isn't testing for the appropriate keyword either, which is the first thing in the flow.

This has to be a bug, right? Just want to be sure I'm not missing something simple before I submit a trouble ticket.

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

Thanks Robert. That is correct. Right after checking for a valid keyword, a one question bot runs to get the language. It then exits the bot and does some quick testing to be sure there are agents on queue in the appropriate language queue (Eng and Esp are separate queues.) Assuming it passes that test it then runs the demographic bot.

Also, if I wait a couple of minutes and send a valid keyword from the same phone number, it works as expected and asks for the correct language again.

Your first example seems to be calling a bot for language selection and the second does not.  Maybe the answer is how that second bot is called. Is the language bot exiting and then calling the other bot?  

Small update. Turns out it is creating a new interaction but the 2nd interaction is not starting at the beginning of the inbound message flow. You can see the timeline headers show the difference. This is from the first one.

and this is the second.  It isn't testing for the appropriate keyword either, which is the first thing in the flow.

This has to be a bug, right? Just want to be sure I'm not missing something simple before I submit a trouble ticket.

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

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