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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!

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 you can then use Decision, Switch, or even Data Table blocks 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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