Genesys Cloud - Main

Hi Experts, 

I am working on a simple web messaging flow that greets the user with, "Welcome to [Company Name], how can I help you?" and transfers the interaction to an agent only if the end user responds.

In the inbound message flow, I have used the "Send Response" action followed by transferring the interaction to a queue. However, this causes the conversation to be routed to the queue/agent immediately when the user opens the chat and selects "Message Us."

Could you please advise on the best practice for making the flow wait for customer input before routing the interaction to a queue? I've noticed that I have the option to use a digital menu within the digital bot flow or to apply a "Wait <duration>" action in the message flow. I'd appreciate your insights on the optimal approach.

Thank you for your assistance.

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

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Karthik Ageer
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You will need a Digital Bot to collect user input. You can create a slot for the intent and then exit the bot flow and use that intent for your script before transferring to the agent. The slot value will be available on your digital bot outputs. The wait for input block in the Digital bot flow would be used if you added intents/utterances. It sounds like you just want to collect whatever the customer types without attempting to derive a specific intent. 

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Richard Surroz
Principal PS Consultant
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