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I am trying to build an Inbound Message flow that will accept customer choices and route interaction to appropriate queue. 

Example:
- Customer will initiate the interaction by sending us "hello" to our inbound phone number
- System will send options such as 1. service1 2. Service2 3.Service3
- Customer will send their choice 
- Based on customer choice, system will send another message to ask for more such as 1. SubService1 2. SubServic11 3. Subservice111
- And then interaction will be routed to appropriate department per customer's choice

I tried to create an Inbound Message flow but I unable to capture customer's input. I found some solutions over internet to use Digital Bot Flow but unable to figure out how to use intent, Utterances, slots or slot type as per my requirement. 

Can anyone help me or guide me on how to accomplish this?

Thank you in advance!

Hi @Danilo Reis,

Inbound Message Flows cannot capture customer input by themselves - they can only read the first inbound message (for example, Message.Message.body).

To capture customer choices during the conversation, you must use a Digital Bot Flow.

In a Digital Bot Flow, you can use:

• Wait for Input

• Digital Menu

• Ask for Slot

to collect customer responses (numeric or predefined options).

https://help.mypurecloud.com/articles/use-architect-to-create-a-digital-bot-for-an-inbound-message-flow/
Here is an example to guide you in detail.

After the bot returns control to the Inbound Message Flow, how you use the collected data depends on your business rules. You can evaluate the variables and route the interaction or continue the flow.

Here are more details.: https://help.mypurecloud.com/articles/about-genesys-digital-bot-flows/

I hope this helps, and happy study

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Luiz Rosa
Full stack developer
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