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  • 1.  No response treatment for quick reply slots and digital menu

    Posted 09-18-2024 11:49
    No replies, thread closed.

    Hi There,

    We have got a message flow which calls a digital bot flow. In this digital bot flow we ask a question to our customer with answers in list of quick reply buttons (Slots or digital menu). We are not happy with the way Genesys handles no response. Upon no response, Genesys deletes the list of quick responses and throws the alert set in user input followed by the question and list of responses again. In a laptop (small) screen the alert message scrolls up, and goes out of customer's view. The customer will feel like they have never received the alerts. 

    I tried to use "exit the flow" in user input setting and write an "if" condition in message flow (if slot=""). This condition never satisfies while bot flow exits on no response. I either need Genesys to stop deleting the list on no response and throw only alerts which should be visible to the customer or pass the default value which I can use in "IF" condition and make it loop on no response.


    #ArchitectureandDesign
    #DigitalChannels
    #Implementation

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    Rizwan Khan
    Tata Consultancy Services Ltd
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  • 2.  RE: No response treatment for quick reply slots and digital menu
    Best Answer

    Posted 09-18-2024 13:51
    No replies, thread closed.

    On August 26, this behavior has other options that allows you to fail out to a Task that could do what you are asking for.

    Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

    Flow authors can now configure Architect voice and bot flows to jump to a task after recognition failure and upon agent escalation. Flow authors can leverage actions such as Evaluate Schedule Group to assess the availability of a queue before the interaction transfers to an agent. This feature ensures a seamless user experience, enhances the effectiveness of automated interaction, and minimizes potential delays in agent handoff.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: No response treatment for quick reply slots and digital menu

    Posted 09-19-2024 03:06
    Edited by Rizwan Khan 09-19-2024 07:56
    No replies, thread closed.

    No response treatment is for the entire flow which includes reusable task too. If I configure an exit to a reusable task, from there it is going to loop infinite for the next 72 hours, also this is only possible when that task does not have an exit point which will not fit my requirement. My requirement is to throw alerts on no response twice then disconnect on third alert. I don't think I can use no match scenario for this requirement. 

    Adding to the above, Genesys throws the same exit reason for no response and as well as valid response "TriggeredByFlow". This does not make sense to me. At least there should have been a unique exit reason for no response exits.

    Genesys should have built an option to throw only alerts without repeating the question. This makes user experience better..



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    Rizwan Khan
    Tata Consultancy Services Ltd
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    Original Message


  • 4.  RE: No response treatment for quick reply slots and digital menu

    Posted 09-25-2024 10:22
    Edited by Nicole Milliken 09-25-2024 10:24
    No replies, thread closed.

    Hi Rizwan, 

    Your post was covered in the newest Q&A Show episode. Hope this helps you. 



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    Nicole Milliken
    Genesys - Employees
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  • 5.  RE: No response treatment for quick reply slots and digital menu

    Posted 09-30-2024 04:22
    No replies, thread closed.

    Hi Nicole,

    Thank you for taking this one up. I hope that we will get an answer on this.



    ------------------------------
    Rizwan Khan
    Tata Consultancy Services Ltd
    ------------------------------

    Original Message


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