Genesys Cloud - Main

Howdy all,

We recently had Dialog Engine Bot Flow added to our org in an attempt to solve an ongoing issue. Our desired goal is for a chat bot on our website to offer customers a choice of three different lines of business. Two of those lines of business will return an auto response and disconnect, while the third will prompt two further selection options for different Sales departments and route to two separate queues accordingly.

I've built the Bot Flow with five intents and configured the first Ask with the main three, as well as added the communication/auto responses for the first two LOB. I then used the third LOB to trigger a second intent Ask, with each response setting the appropriate intent followed by a communication saying we were looking for an agent. I then configured this with our chat bot deployment on our test page and used an inbound message flow to call this bot flow.

When I test it, I'm able to navigate the first level of Intent asks and the auto responses for the first two LOBs work as intended. The third option then further prompts on the sub-LOB options, but I'm unable to get the last step to trigger anything at all.

In my inbound message flow, I've tried the following:

1. On the Initial Step, inserted a Call Bot Flow action with the Execution Results "Intent" section set to "State.BotIntent" and then used a Decision to check if the state was the first sub-LOB and route accordingly, or return an auto response for the second (just for easily visibility when testing from our site.) With this config, I got the auto response for the second LOB regardless of whether I selected the first or second option.
2. Changed the Intent to use the entire flow instead of initial state and got the same results
3. Changed the Decision to a Switch where the cases were the two separate intents (I verified in the initial state action that it my Switch was consuming this as well) and set two different responses for testing purposes and got neither when testing.

Howdy all,

We recently had Dialog Engine Bot Flow added to our org in an attempt to solve an ongoing issue. Our desired goal is for a chat bot on our website to offer customers a choice of three different lines of business. Two of those lines of business will return an auto response and disconnect, while the third will prompt two further selection options for different Sales departments and route to two separate queues accordingly.

I've built the Bot Flow with five intents and configured the first Ask with the main three, as well as added the communication/auto responses for the first two LOB. I then used the third LOB to trigger a second intent Ask, with each response setting the appropriate intent followed by a communication saying we were looking for an agent. I then configured this with our chat bot deployment on our test page and used an inbound message flow to call this bot flow.

When I test it, I'm able to navigate the first level of Intent asks and the auto responses for the first two LOBs work as intended. The third option then further prompts on the sub-LOB options, but I'm unable to get the last step to trigger anything at all.

In my inbound message flow, I've tried the following:

1. On the Initial Step, inserted a Call Bot Flow action with the Execution Results "Intent" section set to "State.BotIntent" and then used a Decision to check if the state was the first sub-LOB and route accordingly, or return an auto response for the second (just for easily visibility when testing from our site.) With this config, I got the auto response for the second LOB regardless of whether I selected the first or second option.
2. Changed the Intent to use the entire flow instead of initial state and got the same results
3. Changed the Decision to a Switch where the cases were the two separate intents (I verified in the initial state action that it my Switch was consuming this as well) and set two different responses for testing purposes and got neither when testing.

Hey Nicola, thanks for the response, this is definitely what I'm looking for.

I was able to build out the two slot type menus in the Bot Flow, but I'm still a bit stuck on the final piece of this. Here's what I have so far:

1. Entry point asks for Slot 1, which includes the Slot Type list 1 and the main 3 LOBs.
2. A switch with 3 cases, Case 1 and 2 return a "Communicate" action with placeholder text and then exits the bot flow at the last step
3. Case 3 has a second ASk for Slot with the second Slot and Slot Type list 2
4. A second switch, with Case 1 set as Slot.Menu2 == "LOB 1 and Case 2 set as Slot.Menu2 == "LOB 2"

Howdy all,

We recently had Dialog Engine Bot Flow added to our org in an attempt to solve an ongoing issue. Our desired goal is for a chat bot on our website to offer customers a choice of three different lines of business. Two of those lines of business will return an auto response and disconnect, while the third will prompt two further selection options for different Sales departments and route to two separate queues accordingly.

I've built the Bot Flow with five intents and configured the first Ask with the main three, as well as added the communication/auto responses for the first two LOB. I then used the third LOB to trigger a second intent Ask, with each response setting the appropriate intent followed by a communication saying we were looking for an agent. I then configured this with our chat bot deployment on our test page and used an inbound message flow to call this bot flow.

When I test it, I'm able to navigate the first level of Intent asks and the auto responses for the first two LOBs work as intended. The third option then further prompts on the sub-LOB options, but I'm unable to get the last step to trigger anything at all.

In my inbound message flow, I've tried the following:

1. On the Initial Step, inserted a Call Bot Flow action with the Execution Results "Intent" section set to "State.BotIntent" and then used a Decision to check if the state was the first sub-LOB and route accordingly, or return an auto response for the second (just for easily visibility when testing from our site.) With this config, I got the auto response for the second LOB regardless of whether I selected the first or second option.
2. Changed the Intent to use the entire flow instead of initial state and got the same results
3. Changed the Decision to a Switch where the cases were the two separate intents (I verified in the initial state action that it my Switch was consuming this as well) and set two different responses for testing purposes and got neither when testing.

Hey Nicola, thanks for the response, this is definitely what I'm looking for.

I was able to build out the two slot type menus in the Bot Flow, but I'm still a bit stuck on the final piece of this. Here's what I have so far:

1. Entry point asks for Slot 1, which includes the Slot Type list 1 and the main 3 LOBs.
2. A switch with 3 cases, Case 1 and 2 return a "Communicate" action with placeholder text and then exits the bot flow at the last step
3. Case 3 has a second ASk for Slot with the second Slot and Slot Type list 2
4. A second switch, with Case 1 set as Slot.Menu2 == "LOB 1 and Case 2 set as Slot.Menu2 == "LOB 2"

Howdy all,

We recently had Dialog Engine Bot Flow added to our org in an attempt to solve an ongoing issue. Our desired goal is for a chat bot on our website to offer customers a choice of three different lines of business. Two of those lines of business will return an auto response and disconnect, while the third will prompt two further selection options for different Sales departments and route to two separate queues accordingly.

I've built the Bot Flow with five intents and configured the first Ask with the main three, as well as added the communication/auto responses for the first two LOB. I then used the third LOB to trigger a second intent Ask, with each response setting the appropriate intent followed by a communication saying we were looking for an agent. I then configured this with our chat bot deployment on our test page and used an inbound message flow to call this bot flow.

When I test it, I'm able to navigate the first level of Intent asks and the auto responses for the first two LOBs work as intended. The third option then further prompts on the sub-LOB options, but I'm unable to get the last step to trigger anything at all.

In my inbound message flow, I've tried the following:

1. On the Initial Step, inserted a Call Bot Flow action with the Execution Results "Intent" section set to "State.BotIntent" and then used a Decision to check if the state was the first sub-LOB and route accordingly, or return an auto response for the second (just for easily visibility when testing from our site.) With this config, I got the auto response for the second LOB regardless of whether I selected the first or second option.
2. Changed the Intent to use the entire flow instead of initial state and got the same results
3. Changed the Decision to a Switch where the cases were the two separate intents (I verified in the initial state action that it my Switch was consuming this as well) and set two different responses for testing purposes and got neither when testing.