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Hi all,

Hoping someone here has attempted this. Our use case is this: At the main menu of a voice bot we have an Ask for Intent. Sometimes the caller speaks an utterance that takes the No Match route, which is absolutely fine. What we're attempting to do is present what the caller spoke to an answering agent in the agent script. We cannot locate a way to store this utterance as a variable when it's a No Match. 

When I debug the flow (and Execution Data is set to All for the level of debug data), I simply don't see an utterance being written anywhere when it's a No Match. I can however see what I or the caller said to reach the No Match branch in the Communications section of. It just isn't showing up in the Data section.

Has anyone ran into this? If so, did you determine a way for storing that utterance as a variable or a way to access that utterance within Architect?

We think the answering agent would get a benefit to seeing what the caller spoke to aid them in starting the conversation.

This is a native voice bot within Genesys Cloud and not a third party voice bot.

As always we appreciate any insight or help. 

Regards,

#Architect

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Shane Jenkins
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Hi Shane, how are you?

Have you checked all the built-in variables? (Architect built-in variables View summary - Genesys Cloud Resource Center)

I think one of those stores that information, but I'm not sure if in every context (like your "no match" scenario), but if you haven't yet, try to check this variable:

Session.LastCollectionUtterance

Hi all,

Hoping someone here has attempted this. Our use case is this: At the main menu of a voice bot we have an Ask for Intent. Sometimes the caller speaks an utterance that takes the No Match route, which is absolutely fine. What we're attempting to do is present what the caller spoke to an answering agent in the agent script. We cannot locate a way to store this utterance as a variable when it's a No Match. 

When I debug the flow (and Execution Data is set to All for the level of debug data), I simply don't see an utterance being written anywhere when it's a No Match. I can however see what I or the caller said to reach the No Match branch in the Communications section of. It just isn't showing up in the Data section.

Has anyone ran into this? If so, did you determine a way for storing that utterance as a variable or a way to access that utterance within Architect?

We think the answering agent would get a benefit to seeing what the caller spoke to aid them in starting the conversation.

This is a native voice bot within Genesys Cloud and not a third party voice bot.

As always we appreciate any insight or help. 

Regards,

#Architect

------------------------------
Shane Jenkins
------------------------------

Hi all,

Hoping someone here has attempted this. Our use case is this: At the main menu of a voice bot we have an Ask for Intent. Sometimes the caller speaks an utterance that takes the No Match route, which is absolutely fine. What we're attempting to do is present what the caller spoke to an answering agent in the agent script. We cannot locate a way to store this utterance as a variable when it's a No Match. 

When I debug the flow (and Execution Data is set to All for the level of debug data), I simply don't see an utterance being written anywhere when it's a No Match. I can however see what I or the caller said to reach the No Match branch in the Communications section of. It just isn't showing up in the Data section.

Has anyone ran into this? If so, did you determine a way for storing that utterance as a variable or a way to access that utterance within Architect?

We think the answering agent would get a benefit to seeing what the caller spoke to aid them in starting the conversation.

This is a native voice bot within Genesys Cloud and not a third party voice bot.

As always we appreciate any insight or help. 

Regards,

#Architect

------------------------------
Shane Jenkins
------------------------------

Hi Shane,

I went through a very similar scenario and ended up implementing a pattern that might help in your case.

From what I could validate in the Genesys Cloud behavior, there isn't a native way to directly capture the raw utterance from an Ask for Intent when it falls into a No Match and store it as a variable in Architect. The utterance is visible in Utterance History, but not exposed directly as a reusable variable in the flow.

What worked well for us was combining Ask for Slot with event handling:

• In the bot flow, we use an Ask for Slot to capture what the caller says (even if loosely structured).
• We avoid handling No Match directly inside the action (no reprompt or minimal retry), so we don't "trap" the flow locally.
• Instead, we let the bot fall through to the Recognition Failure event handling.
• In the Recognition Failure, we route to a Reusable Task.
• In that task, we play a more natural prompt (e.g., "Sorry, I didn't quite get that, could you repeat?") and attempt to collect the input again.
• The slot used for capture is configured as an output of the bot flow.
• Back in the inbound flow, we bind that output to a variable and pass it to the agent script (via participant data).

This approach gives you two benefits:

1. You centralize your "didn't understand" experience using Reusable Tasks, which keeps the bot consistent and easier to maintain.
2. You still capture what the customer said and make it available to the agent, even in scenarios where intent recognition fails.

One important detail: if you configure a Max No Matches path inside the Ask for Slot, that path will typically take precedence, and the flow may not reach the global Recognition Failure handler. So it's best to choose a single strategy-either handle it locally in the action or centrally via event handling.

In our case, letting Recognition Failure handle it gave us more control and a cleaner design.

Hope this helps!

Hi all,

Hoping someone here has attempted this. Our use case is this: At the main menu of a voice bot we have an Ask for Intent. Sometimes the caller speaks an utterance that takes the No Match route, which is absolutely fine. What we're attempting to do is present what the caller spoke to an answering agent in the agent script. We cannot locate a way to store this utterance as a variable when it's a No Match. 

When I debug the flow (and Execution Data is set to All for the level of debug data), I simply don't see an utterance being written anywhere when it's a No Match. I can however see what I or the caller said to reach the No Match branch in the Communications section of. It just isn't showing up in the Data section.

Has anyone ran into this? If so, did you determine a way for storing that utterance as a variable or a way to access that utterance within Architect?

We think the answering agent would get a benefit to seeing what the caller spoke to aid them in starting the conversation.

This is a native voice bot within Genesys Cloud and not a third party voice bot.

As always we appreciate any insight or help. 

Regards,

#Architect

------------------------------
Shane Jenkins
------------------------------