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  • 1.  Knowledge Intent Timeout for Chat V2 and Bot Flows

    Posted 11-10-2021 16:32
    Edited by Dan Ross 11-12-2021 11:23
    No replies, thread closed.
    I have been trying with zero success to figure out a way to alter the default behavior when a user doesn't respond to a knowledge confirmation question.

    For example, the bot asks "Does this answer your question?" and the user doesn't respond. After about 5 minutes of inactivity, the user is transferred to the configured queue without a message or anything.

    I would much rather insert a "Due to 5 minutes of inactivity, this chat has been closed." message and close it.

    Can anyone point me in the right direction to achieve this with Genesys Cloud, Chat v2 and Architect with Bot Flows?
    #ArchitectureandDesign
    #DigitalChannels

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    Dan Ross
    Weld North Education
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  • 2.  RE: Knowledge Intent Timeout for Chat V2 and Bot Flows

    Posted 03-17-2022 22:20
    No replies, thread closed.
    Did you solve this? I see others posting similar questions regarding the interaction not ending due to non-response from the customer - the bot does not exit.

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    Dan Fontaine
    ConvergeOne, Inc.
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  • 3.  RE: Knowledge Intent Timeout for Chat V2 and Bot Flows

    Posted 03-21-2022 07:42
    No replies, thread closed.

    I ended up treating the timeout as an error and allowing the chat to exit. I was not able to provide a message for the specific scenario though.

     




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