Genesys Cloud - Main

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Hi Angelo,

That's great news - this feature will be extremely valuable.

Having the ability to configure actions after the agent disconnects closes an important gap and unlocks several post-interaction use cases that are currently hard to implement cleanly.

Is there any tentative timeline or target release window you can share for when this will be available?

Looking forward to testing it once it's released. Thanks for the update!

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Hi Michael, We've set Messenger to Display conversation status, but Set Post-Flow still doesn't fire when configured in the Inbound Message Flow. Session stays open, but interaction appears to end on agent disconnect. Am I missing something here? Thank you for your support.

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Hey Phaneendra,

Looking at your earlier post I cannot see anything obvious as to why it wouldn't be working for you. 

My simplified flow is very similar to what you mentioned.

Inbound Message Flow has a 'Set Post-Flow' Action just before 'Transfer to ACD'

Target = Agent

Action Type = Inbound Message Flow

Inbound Message Flow = Post Inbound Message Flow.

My newly created 'Post Inbound Message Flow' has a 'Call Digital Bot Flow' and points to a Customer Satisfaction Bot I created.

When the agent disconnects the interaction the customer is correctly being offered the CSAT bot.

My suggestion would be looking at the Flow Execution History in Architect and playing back your test interactions. Make sure that the interaction is traversing down the correct path where your Set Flow action is because the likely cause is it is bypassing it. 

Hi Michael, We've set Messenger to Display conversation status, but Set Post-Flow still doesn't fire when configured in the Inbound Message Flow. Session stays open, but interaction appears to end on agent disconnect. Am I missing something here? Thank you for your support.

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Thanks Michael, appreciate you checking.

In our case, the Set Post-Flow points to a very simple Inbound Message Flow (not a bot): it just sends a message with a survey link, then disconnects. No decisions or additional logic. Will have a look at the "Flow Execution History" and see if I can find anything.

Hey Phaneendra,

Looking at your earlier post I cannot see anything obvious as to why it wouldn't be working for you. 

My simplified flow is very similar to what you mentioned.

Inbound Message Flow has a 'Set Post-Flow' Action just before 'Transfer to ACD'

Target = Agent

Action Type = Inbound Message Flow

Inbound Message Flow = Post Inbound Message Flow.

My newly created 'Post Inbound Message Flow' has a 'Call Digital Bot Flow' and points to a Customer Satisfaction Bot I created.

When the agent disconnects the interaction the customer is correctly being offered the CSAT bot.

My suggestion would be looking at the Flow Execution History in Architect and playing back your test interactions. Make sure that the interaction is traversing down the correct path where your Set Flow action is because the likely cause is it is bypassing it. 

Hi Michael, We've set Messenger to Display conversation status, but Set Post-Flow still doesn't fire when configured in the Inbound Message Flow. Session stays open, but interaction appears to end on agent disconnect. Am I missing something here? Thank you for your support.

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Can you PM me with a conversationID for one of those interactions and the region? Just curious to see what it's doing in the background.

Thanks Michael, appreciate you checking.

In our case, the Set Post-Flow points to a very simple Inbound Message Flow (not a bot): it just sends a message with a survey link, then disconnects. No decisions or additional logic. Will have a look at the "Flow Execution History" and see if I can find anything.

Hey Phaneendra,

Looking at your earlier post I cannot see anything obvious as to why it wouldn't be working for you. 

My simplified flow is very similar to what you mentioned.

Inbound Message Flow has a 'Set Post-Flow' Action just before 'Transfer to ACD'

Target = Agent

Action Type = Inbound Message Flow

Inbound Message Flow = Post Inbound Message Flow.

My newly created 'Post Inbound Message Flow' has a 'Call Digital Bot Flow' and points to a Customer Satisfaction Bot I created.

When the agent disconnects the interaction the customer is correctly being offered the CSAT bot.

My suggestion would be looking at the Flow Execution History in Architect and playing back your test interactions. Make sure that the interaction is traversing down the correct path where your Set Flow action is because the likely cause is it is bypassing it. 

Hi Michael, We've set Messenger to Display conversation status, but Set Post-Flow still doesn't fire when configured in the Inbound Message Flow. Session stays open, but interaction appears to end on agent disconnect. Am I missing something here? Thank you for your support.

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Thanks Michael, appreciate you checking.

In our case, the Set Post-Flow points to a very simple Inbound Message Flow (not a bot): it just sends a message with a survey link, then disconnects. No decisions or additional logic. Will have a look at the "Flow Execution History" and see if I can find anything.

Hey Phaneendra,

Looking at your earlier post I cannot see anything obvious as to why it wouldn't be working for you. 

My simplified flow is very similar to what you mentioned.

Inbound Message Flow has a 'Set Post-Flow' Action just before 'Transfer to ACD'

Target = Agent

Action Type = Inbound Message Flow

Inbound Message Flow = Post Inbound Message Flow.

My newly created 'Post Inbound Message Flow' has a 'Call Digital Bot Flow' and points to a Customer Satisfaction Bot I created.

When the agent disconnects the interaction the customer is correctly being offered the CSAT bot.

My suggestion would be looking at the Flow Execution History in Architect and playing back your test interactions. Make sure that the interaction is traversing down the correct path where your Set Flow action is because the likely cause is it is bypassing it. 

Hi Michael, We've set Messenger to Display conversation status, but Set Post-Flow still doesn't fire when configured in the Inbound Message Flow. Session stays open, but interaction appears to end on agent disconnect. Am I missing something here? Thank you for your support.

Hi Angelo - I've been playing around with the new feature and it's working well. Just one question. Are there any plans to have an API endpoint to cancel post-Flow actions for messenger?

There is currently one for calls as below but it doesn't work for Message interactions. 

FYI - we are releasing new feature in few weeks to allow for configurable flow after agent disconnect, which might help here > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance

Hi,

Currently we are offering digital bot flow based survey at the end of Whatsapp interactions by transferring the interaction to an unstaffed queue using a button on the agent script. In the In-queue flow of this unstaffed queue, we call the digital bot flow. This is due to the limitation of not able to transfer Whatsapp interaction to an inbound message flow (which calls the survey digital bot flow) from script.

Would like to know if there is a better way of offering this survey for Whatsapp interactions. 

Thanks in advance