EilidhB | 2022-11-09 17:11:51 UTC | #1
Hi there,
We're looking at implementing Web Messenger for B2B or internal processes. We need the ability to retrigger the bot.
For example, chat is initiated, bot starts off the chat but there has been No Input from the guest. I would like to set it so after 10 mins if no input then if a new message from the guest is sent, it starts the bot flow from the beginning (or it sends a message asking if they would like to resume the previous chat).
I have tried numerous ways, reducing the message threading time line and unfortunately I can't get anything to work. It basically presumes the guest is wanting to pick up where they left off - due to the nature of the chats/DPA, we will need to get the bot to start again before transferring to an agent to respond to the query.
I have also found that if no input, after some time (maybe a day or 2) it is transferring chats into a queue even if there has been no input from the guest. So basically abandoned chats. I have tried playing with the event handling and can't seem to prevent this.
I have managed to get it that if an agent does accept the chat from the queue (even if the chat was in fact abandoned by the guest) and then close/disconnect/wrap-up the chat, if a new message is sent from the guest this does re-trigger the bot.
Please help! Otherwise, messenger is completely useless to us but I prefer the functionality and know it's what Genesys are focusing on.
Angelo_Cicchitto | 2022-11-09 17:59:24 UTC | #2
Hi! This upcoming feature might help: https://genesyscloud.ideas.aha.io/ideas/AI-I-90 I believe it would be sufficient to disconnect the current (async) conversation once no-input timeout expires: upon next inbound message from end-user, the flow will naturally restart from the beginning (and you can program the logic, also based on whether this is new or existing conversation).
system | 2022-12-09 17:59:37 UTC | #3
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