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No Input not detected in Bot Flow when Ask for Slot

  • 1.  No Input not detected in Bot Flow when Ask for Slot

    Posted 06-05-2025 18:35

    SeowLengNg | 2021-11-02 09:59:44 UTC | #1

    Hi,

    Can you please advise how to configure "no input" time out for Bot Flow when using Ask for Slot. Seem like it is not working even though already setup "no input" in Invalid Response session?

    I need to send Response to user when end session detected.

    Thank you!

    Best regards,

    Seow Leng

    Nicola_Burns | 2021-11-04 16:32:27 UTC | #2

    Hi Seow,

    When a user has reached the max number of No Inputs, e.g. 3, then the Bot Flow passes the user back to the calling flow with an exit reason "RecognitionFailure.MaxNoInputs.Confirmation". All exit reasons can be found on this page: https://help.mypurecloud.com/articles/call-bot-flow-action/.

    Therefore, you can control what happens in the calling flow e.g. send user to agent if they have reached max number of retries.

    Does this cover what you need to do?

    Happy bot building! Nicola

    SeowLengNg | 2021-11-05 07:40:45 UTC | #3

    Hi Nicola,

    Thanks for your response. Is that mean i need to set Confirmation mode to "always" then only can detect this "RecognitionFailure.MaxNoInputs.Confirmation" event as currently my flow did not need any confirmation verification?

    If yes, is there a way i can skip this confirmation mode setting but still able to set the no input timeout for the ask for Slot?

    Thank you!

    Best regards,

    Seow Leng

    Nicola_Burns | 2021-11-05 11:35:05 UTC | #4

    Hi Seow,

    Can you provide an example of the end user experience you are trying to build please?

    e.g. Bot: How can I help.. User: ... Bot: ...

    This will help me identify the solution.

    Thanks! Nicola

    SeowLengNg | 2021-11-05 12:01:54 UTC | #5

    HI Nicola,

    Eg. Bot: Kindly provide me 7 digits employee id to proceed further. User: (No Input) ...

    We would like to prompt user "We are still waiting for your response" after 5 seconds waiting. If after 3 attempts, then say thank you and disconnect.

    Best regards,

    Seow Leng

    Nicola_Burns | 2021-11-05 12:32:53 UTC | #6

    Hi Seow,

    Thanks for that. (My answer below is based on the assumption you are digital (not voice) as this question is in Web Messaging)

    We do not currently have the ability to do what you are asking. I have created an idea in Aha for this so we can track the customer ask and get it prioritised accordingly. Please feel free to vote on this here: https://genesyscloud.ideas.aha.io/ideas/AI-I-90

    To confirm:

    Bot: Kindly provide me 7 digits employee id to proceed further. User: (No Input) ...

    We would like to prompt user "We are still waiting for your response" after 5 seconds waiting. [NB] We do not currently support these timed responses. If after 3 attempts, then say thank you and disconnect. [NB] We do support this. This is what I described above

    Hope this helps, Nicola

    Nicola_Burns | 2021-11-05 12:36:42 UTC | #7

    Actually, let me check if "If after 3 attempts, then say thank you and disconnect." is a voice feature only.

    Nicola_Burns | 2021-11-05 13:04:31 UTC | #8

    Sorry Soew, this is just for Voice.

    To confirm:

    Bot: Kindly provide me 7 digits employee id to proceed further. User: (No Input) ...

    We would like to prompt user "We are still waiting for your response" after 5 seconds waiting. [NB] We do not currently support this If after 3 attempts, then say thank you and disconnect. [NB] We do not currently support this.

    I have updated the idea to include both: https://genesyscloud.ideas.aha.io/ideas/AI-I-90

    SeowLengNg | 2021-11-09 08:10:00 UTC | #9

    Thanks Nicola! Voted.

    Angelo_Cicchitto | 2021-11-15 10:29:24 UTC | #10

    Hi Seow - thanks for raising this use-case. I'd like to ask you about the expected user-experience: unlike voice, which is ephemeral, for a digital experience the "Kindly provide me 7 digits employee id to proceed further" message is always visible to end-user, all of the time, within the messaging UI. I'm not sure about asking again "We are still waiting for your response" after 5 seconds waiting: are you trying to add pressure to respond and speed-up the conversation? Please also consider that Web Messaging, unlike Web Chat, is asynchronous (end-users can resume anytime), so the experience does not have to be as real-time as voice or chat, but we can afford to let it happen at the pace of the end-user.

    system | 2021-12-15 10:29:43 UTC | #11

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 12533



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