Genesys Cloud - Main

Hi,

I am building a digital bot flow for one of our divisions. 

Within the division there are several department who all want to participate in the web messaging. 
The requirement is to have one single point of entry for the division. 
Based on questions which department one requires and if the chatter is a contractor, customer, insurer they are presented with different follow up questions, and are being sent to different queues. 

My intention was to create an entry digital bot flow and from there transfer to other digital bot flows. 
This to make it more clear in architect and less complicated in the digital bot flow itself. 

Now I see that - unlike inbound call flows - there is no option to transfer from one digital bot flow to another. 

I can use a transfer to a 'fake' queue, use a default in-queue message which calls a digital bot flow, but this seems to make it more complicated. 
Does anyone have an idea how to solve, or transfer to a different digital bot flow?

Thsx.

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

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Rolph Lieverse
CED Nederland B.V.
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Hi Rolph,

Yes, there doesn't seem to be an option for transfer to flow from either digital bot or inbound message flows.

I would probably just have all my bots be called from one inbound message flow in this case.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Jan, thanks for your reply. 

Yes, this would be an option, but what I like most about the digitial bot flows is the menu option you can built in. This is not possible to do in the inbound message flow. 

The option Rory is giving below with the suggestion of Brad to use a variable seems to be the closest thing to get what I want for now.

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Rolph Lieverse
CED Nederland B.V.
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Original Message:
Sent: 01-19-2024 10:34
From: Jan Heinonen
Subject: Possibility to transfer from one Digital bot flow to another?

Hi Rolph,

Yes, there doesn't seem to be an option for transfer to flow from either digital bot or inbound message flows.

I would probably just have all my bots be called from one inbound message flow in this case.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hey Rolph,

As Jan outlined theres no way for a Digital Bot Flow to transfer to another one.

You could try just exiting to the existing Inbound Message Flow and calling the 2nd DBF from there.

If theres some particular scenario where you'd like to call the 2nd bot and not in others, you can use an output variable from the 1st Digital Bot Flow that signals to the Inbound Message Flow to call the 2nd DBF or not.

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Rory Brennan
Genesys - Employees
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We have a similar scenario with different customer personas and we did what Rory suggested. Once we know which bot is needed we stuff that info into a variable, then exit the bot and use a switch on the inbound message flow to route to the appropriate bot based on that variable coming down from the sorting bot.

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Brad Murlin
Zillow, Inc.
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Hi Brad, thanks for your reply. 

I will check this out and see what I can do with the variable and use a switch to determine to go to which bot flow we go next.

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Rolph Lieverse
CED Nederland B.V.
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Original Message:
Sent: 01-19-2024 13:35
From: Brad Murlin
Subject: Possibility to transfer from one Digital bot flow to another?

We have a similar scenario with different customer personas and we did what Rory suggested. Once we know which bot is needed we stuff that info into a variable, then exit the bot and use a switch on the inbound message flow to route to the appropriate bot based on that variable coming down from the sorting bot.

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Brad Murlin
Zillow, Inc.
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