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  • 1.  Transfer interaction from bot to available agent

    Posted 06-11-2022 08:34
    Dears

    I was wondering how i could transfer the bot interaction to the available agent I tried to find any node in the bot flow that can help to do this task and I didn't find anything useful

    also I tried to use update data then retrieve this attribute into message flow and make decision on it by switch function and its didn't work also because I wasn't able to locate the

    variables inside the bot flow into message flow , give me a hand in this please.
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Mohannad haddad
    Fourth Dimension Systems LLC
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  • 2.  RE: Transfer interaction from bot to available agent

    Posted 06-12-2022 16:15
    Hi Mohannad,

    We don't do this in the bot flow but in the flow that calls the bot. If the customer used the inbuilt speak to agent function in the bot, then, in the bot outputs, right at the bottom you will find Exit Reason. Set this to a variable, and then check for "AgentRequestedByUser"





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    Anton Vroon
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  • 3.  RE: Transfer interaction from bot to available agent

    Posted 06-27-2022 18:18
    Edited by Mohannad haddad 06-27-2022 18:19
    Hi @Anton Vroon

    I really appreciate your support, In my case I need to use this option as intent also I have a restriction in my scenario that I should asked user to enter Numerical input only

    BR


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    Mohannad haddad
    Fourth Dimension Systems LLC
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  • 4.  RE: Transfer interaction from bot to available agent

    Posted 06-27-2022 18:39
    Edited by Anton Vroon 06-27-2022 18:48
    Same sort of thing if you are using an intent.
    In the Message Flow, when you call the bot, under execution results, set the intent to a Variable eg
    Then assuming your intent is called "Agent Assist" (exactly as it is in the Intent setup screen)
    Something like this, (or a switch) will do the trick.
    If you are using a slot, then again all slots are outputs, set it to a variable, and then do a check on that value

    If you are not sure what the intent value is when it goes out of the bot, then just to do set participant data, or output the value so you can see what it is.
    If you are just using set Intent in the bot without a Ask for intent then Intent won't be set. (at least that is what I have found in my experience), if you have to go down that path, just set an output variable instead, and use that with the above.

    Edit: Updated image to use number since you mentioned using numerical inputs (which is still a string as that is what intent is outputed as)
    Edit2: Playing around with it, Personally I would use a Slot, especially if you are using numbers for a menu type of thing, press 1 to speak to an agent, as if it is an intent, then customer could enter anything, 53453 and then it will try to match against that. Slot expects specific responses, and if it is outside that response, you can configure it to re-ask the customer.

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    Anton Vroon
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  • 5.  RE: Transfer interaction from bot to available agent

    Posted 06-27-2022 18:56
    here would be the solution
    Simple Bot menu

    Slot setup:

    Message Flow

    Call Bot Action:


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    Anton Vroon
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  • 6.  RE: Transfer interaction from bot to available agent

    Posted 06-13-2022 09:43
    Good morning @Mohannad haddad

    You could also disable the Event Handling Agent escalation setting and create your own Transfer to Agent intent. There you can have more control over what utterances create a variable to flow out of the bot and into a message flow that routes to an agent.

    Thank you,

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    Eric Allen
    Vervent, Inc.
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  • 7.  RE: Transfer interaction from bot to available agent

    Posted 06-27-2022 18:15
    Edited by Mohannad haddad 06-27-2022 18:19
    Thank you @Eric Allen for your response,

    I tried to walk with your suggestion but didn't work for my scenario, As you can see in the attached that once I called the bot flow inside web messaging flow there will be an

    disconnect node automatically added by web messaging so once the bot finish proceeding it will disconnect automatically, Could you please clarify to me how did it work ??


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    Mohannad haddad
    Fourth Dimension Systems LLC
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  • 8.  RE: Transfer interaction from bot to available agent

    Posted 06-28-2022 09:54
    @Mohannad haddad so what steps I was referring to was turning off Agent Escalation in Event handling and then creating an intent to speak to an agent.

    Once they exit my first bot which determines which path they will take, I have a switch that transfers to an ACD to an agent or a different path to perform some other task. I prefer using an intent vs. event handling because then I have more control over the variables being passed throughout the flow.


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    Eric Allen
    Vervent, Inc.
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