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  • 1.  Message flow to accept inputs from customer and route interaction to respective department

    Posted 21 days ago

    I am trying to build an Inbound Message flow that will accept customer choices and route interaction to appropriate queue. 

    Example:
    - Customer will initiate the interaction by sending us "hello" to our inbound phone number
    - System will send options such as 1. service1 2. Service2 3.Service3
    - Customer will send their choice 
    - Based on customer choice, system will send another message to ask for more such as 1. SubService1 2. SubServic11 3. Subservice111
    - And then interaction will be routed to appropriate department per customer's choice


    I tried to create an Inbound Message flow but I unable to capture customer's input. I found some solutions over internet to use Digital Bot Flow but unable to figure out how to use intent, Utterances, slots or slot type as per my requirement. 

    Can anyone help me or guide me on how to accomplish this?

    Thank you in advance!


    #Architect

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    NILAY PATEL
    IT Analyst
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  • 2.  RE: Message flow to accept inputs from customer and route interaction to respective department

    Posted 20 days ago
    Edited by Brian Jones 13 days ago

    Greetings Nilay.

    As you build your bot flow (example illustrated here), keep in mind when a customer's Utterance & Intent are captured/collected and/or Slots are filled, they are ultimately stored in variables, which you should then be able to reference & use to make decisions. If you're using an Ask for Slot block, that variable will be stored in whatever Slot.<yourslotname> variable result is. Both Intents and Utterances are stored in Session variables, which you can reference accordingly during the conversation.

    The reason why this additional context is important to understand for your requirement is because once your bot hands the conversation back to the inbound messaging/call flow, you can then use Decision, Switch, or even Data Table blocks within your inbound messaging/call flow to reference/use those variables to ultimately determine how to route the conversation accordingly (e.g. to a queue, if desired).



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 3.  RE: Message flow to accept inputs from customer and route interaction to respective department

    Posted 13 days ago
    Edited by Brian Jones 13 days ago

    @NILAY PATEL - Got your direct message (copied below), but for some reason the system won't let me respond to it. Fortunately, the context you shared can be accomplished by reviewing the links I posted in my previous response. There's even bot flow setup video examples you can review.

    In summation, to facilitate the type of experience you're looking for you will need to:

    1. Build both a messaging flow and a bot flow.
    2. Inside your messaging flow you will add a call bot flow action to call the bot you created per my recommendations in the previous message.
    3. Once your bot flow has collected the customer's choice, the bot flow can hand that customer's choice back to your messaging flow where you can choose which queue to route to the customer to based on their response (as covered in the last sentence of my previous response).

    -----------------------------------------------------------------------------------

    Message From: NILAY PATEL

    Hi Brian, 

    Thanks for your response. Here is the something I am trying to build. 

    • Step1: customer will message Hello/Hi to my inbound number.
    • Step2: My system will send an automated message to that customer with some options
    • Step3: customer will choose one of the options that offered by our system
    • Step4: based on customer's choice, I will route that message interaction to appropriate queue, such as product1 or product2 or product3 support queue and agent will take from there. 

    Is this something you were requesting to explain? Any help would be appreciated.

    Thanks,

    Nilay

    ------------------------------
    NILAY PATEL
    IT Analyst
    ------------------------------



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 4.  RE: Message flow to accept inputs from customer and route interaction to respective department

    Posted 9 days ago

    I've been through that too.



    ------------------------------
    Danilo Reis
    NA
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    Original Message


  • 5.  RE: Message flow to accept inputs from customer and route interaction to respective department

    Posted 9 days ago

    Thanks for your response, Danilo. 

    I was wondering, how did you figure it out. Do you have any notes that you could share with me?

    Regards,

    Nilay



    ------------------------------
    NILAY PATEL
    IT Analyst
    ------------------------------

    Original Message


  • 6.  RE: Message flow to accept inputs from customer and route interaction to respective department

    Posted 9 days ago

    Thanks Brian.

    I will give it a try and get back to you if I have any follow up questions. 

    Regards,

    Nilay



    ------------------------------
    NILAY PATEL
    IT Analyst
    ------------------------------

    Original Message


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