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  • 1.  Web Messenger Switch as an IVR always goes to the default case,

    Posted 08-22-2024 04:25
    No replies, thread closed.

    Helo, Hope someone can advise and help. I am using Web Messenger, trying to use a switch as an IVR.  

    Case 1 - Contains(Lower(Message.Message.body),"transfer") == true

    Case 2 - Contains(Lower(Message.Message.body),"pension") == true

    Case 3 - Contains(Lower(Message.Message.body),"other") == true

    Default - Contains(Lower(Message.Message.body),"other") == true

    When I get to the initial send response it will something like  Genesys -  "please say the name of your query" Customer – "pension"

    However when I it will always go to the default queue instead of going to pension for example.

    Can anyone assist in what I am doing wrong? Any help would be much appreciated. 

    Inbound Message Flow: 


    #ArchitectureandDesign

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    Dominic Bradbury
    British Telecommunications PLC
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  • 2.  RE: Web Messenger Switch as an IVR always goes to the default case,
    Best Answer

    Posted 08-29-2024 11:05
    No replies, thread closed.

    Hello Dominic, 

    It looks like it might be an issue with the switch. I noticed you have the values set to "true" but in the switch you have it set to "True". Have you tried changing this and is it still exhibiting the same behavior?

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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