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.

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.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 01-19-2024 09:59
From: Rolph Lieverse
Subject: Possibility to transfer from one Digital bot flow to another?

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.
------------------------------

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.

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.

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.

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.