Genesys Cloud - Main

Hi Team,

We are exploring using Dialogflow bot. We wanted to know if the agent can transfer the call to dialogflow  bot at some point of time during the call, by manually pressing some button?
#Integrations
#Telephony

------------------------------
Kartik Sura
Uber
------------------------------

You can create a button in a script that sends a call to a Secure Call flow. That doesn't have to be just for secure input, but also has most of the other Architect functionality available (or, if nothing else, allows you to transfer to another flow).

Do you need the call to come back to the agent after?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-07-2020 03:47
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Hi Team,

We are exploring using Dialogflow bot. We wanted to know if the agent can transfer the call to dialogflow  bot at some point of time during the call, by manually pressing some button?
#Integrations
#Telephony

------------------------------
Kartik Sura
Uber
------------------------------

Original Message------

You can create a button in a script that sends a call to a Secure Call flow. That doesn't have to be just for secure input, but also has most of the other Architect functionality available (or, if nothing else, allows you to transfer to another flow).

Do you need the call to come back to the agent after?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Do you see the necessary Call Dialogflow Bot action in the Secure Call flow tools? I don't have it active in my organization, so I can't check.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-07-2020 09:01
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Yes we need the call to come back to an agent.  The secure call flow is an excellent idea, George.

--

Regards,

Kartik

Original Message------

You can create a button in a script that sends a call to a Secure Call flow. That doesn't have to be just for secure input, but also has most of the other Architect functionality available (or, if nothing else, allows you to transfer to another flow).

Do you need the call to come back to the agent after?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Dialogflow isn't available in secure flows.  The secure flow could transfer to an inbound call flow, which can use dialogflow, but you wouldn't be able to return the call to the agent anymore.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 05-07-2020 09:01
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Yes we need the call to come back to an agent.  The secure call flow is an excellent idea, George.

--

Regards,

Kartik

Original Message------

You can create a button in a script that sends a call to a Secure Call flow. That doesn't have to be just for secure input, but also has most of the other Architect functionality available (or, if nothing else, allows you to transfer to another flow).

Do you need the call to come back to the agent after?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Shoot. So much for that idea.

The Resource Center doesn't list the specific types of flows that have the Bot action.
*NOTE: MelissaB pointed out to me that the Note: section does state that it is not available in Secure Call flows. I missed that. My apologies.
------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-07-2020 09:10
From: Melissa Bailey
Subject: Transfer to a dialogflow bot

Dialogflow isn't available in secure flows.  The secure flow could transfer to an inbound call flow, which can use dialogflow, but you wouldn't be able to return the call to the agent anymore.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 05-07-2020 09:01
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Yes we need the call to come back to an agent.  The secure call flow is an excellent idea, George.

--

Regards,

Kartik

Original Message------

You can create a button in a script that sends a call to a Secure Call flow. That doesn't have to be just for secure input, but also has most of the other Architect functionality available (or, if nothing else, allows you to transfer to another flow).

Do you need the call to come back to the agent after?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message------

Shoot. So much for that idea.

The Resource Center doesn't list the specific types of flows that have the Bot action.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

If you are going to forward to another number and have it come back to the queue, you could use the button in the script to do the call to a Secure Flow and pass the agent's name or ID as part of the data. In the Secure Call use Set Participant Data to assign the user onto the call. Transfer to an Inbound Call flow, where you do the Dialogflow stuff. Then Get Participant Data and look up the User based on what was passed from the script and Secure Call flow, and use that to transfer back to the queue assigning that agent as the Preferred Agent, so the call goes back to the same agent if they are available.

Maybe that would work?

@Melissa Bailey, your thoughts?

Or, if you have an Inbound Call flow with the Call Dialogflow Bot action configured, the agent could do a Consult Transfer to the DID for that flow (the call will stay internal to Genesys Cloud). Have a greeting in the flow, then a pause of a few seconds for the agent to join the customer to the consult (play a short .wav, or play silence, or whatever). The agent can mute himself while the cust​omer talks to the Bot. Then, when the customer is done talking to the Bot the agent can cancel the transfer and continue talking to the customer. That prsumes it is ok for the agent to hear what the customer says to the Bot.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-07-2020 09:46
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Thanks. An alternate implementation (i did some prototype on this)

1. We create a dialogflow bot and expose it with a phone number (rather than integrating with genesys)

2. The agent forwards the call to the dialogflow phone

3. The dialog flow does its work and transfers back to the genesys phone number

4. The caller can talk to the agent (though it might be a different agent)

--

Regards,

Kartik

Original Message------

Shoot. So much for that idea.

The Resource Center doesn't list the specific types of flows that have the Bot action.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

1st solution sounds good.  Beware of nulls in case the user lookup fails.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 05-07-2020 10:54
From: George Ganahl
Subject: Transfer to a dialogflow bot

If you are going to forward to another number and have it come back to the queue, you could use the button in the script to do the call to a Secure Flow and pass the agent's name or ID as part of the data. In the Secure Call use Set Participant Data to assign the user onto the call. Transfer to an Inbound Call flow, where you do the Dialogflow stuff. Then Get Participant Data and look up the User based on what was passed from the script and Secure Call flow, and use that to transfer back to the queue assigning that agent as the Preferred Agent, so the call goes back to the same agent if they are available.

Maybe that would work?

@Melissa Bailey, your thoughts?

Or, if you have an Inbound Call flow with the Call Dialogflow Bot action configured, the agent could do a Consult Transfer to the DID for that flow (the call will stay internal to Genesys Cloud). Have a greeting in the flow, then a pause of a few seconds for the agent to join the customer to the consult (play a short .wav, or play silence, or whatever). The agent can mute himself while the cust​omer talks to the Bot. Then, when the customer is done talking to the Bot the agent can cancel the transfer and continue talking to the customer. That prsumes it is ok for the agent to hear what the customer says to the Bot.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-07-2020 09:46
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Thanks. An alternate implementation (i did some prototype on this)

1. We create a dialogflow bot and expose it with a phone number (rather than integrating with genesys)

2. The agent forwards the call to the dialogflow phone

3. The dialog flow does its work and transfers back to the genesys phone number

4. The caller can talk to the agent (though it might be a different agent)

--

Regards,

Kartik

Original Message------

Shoot. So much for that idea.

The Resource Center doesn't list the specific types of flows that have the Bot action.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

FYI, we are adding the ability to use dialogflow in secure flows.  Expected release this quarter.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 05-07-2020 10:57
From: Melissa Bailey
Subject: Transfer to a dialogflow bot

1st solution sounds good.  Beware of nulls in case the user lookup fails.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 05-07-2020 10:54
From: George Ganahl
Subject: Transfer to a dialogflow bot

If you are going to forward to another number and have it come back to the queue, you could use the button in the script to do the call to a Secure Flow and pass the agent's name or ID as part of the data. In the Secure Call use Set Participant Data to assign the user onto the call. Transfer to an Inbound Call flow, where you do the Dialogflow stuff. Then Get Participant Data and look up the User based on what was passed from the script and Secure Call flow, and use that to transfer back to the queue assigning that agent as the Preferred Agent, so the call goes back to the same agent if they are available.

Maybe that would work?

@Melissa Bailey, your thoughts?

Or, if you have an Inbound Call flow with the Call Dialogflow Bot action configured, the agent could do a Consult Transfer to the DID for that flow (the call will stay internal to Genesys Cloud). Have a greeting in the flow, then a pause of a few seconds for the agent to join the customer to the consult (play a short .wav, or play silence, or whatever). The agent can mute himself while the cust​omer talks to the Bot. Then, when the customer is done talking to the Bot the agent can cancel the transfer and continue talking to the customer. That prsumes it is ok for the agent to hear what the customer says to the Bot.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-07-2020 09:46
From: Kartik Sura
Subject: Transfer to a dialogflow bot

Thanks. An alternate implementation (i did some prototype on this)

1. We create a dialogflow bot and expose it with a phone number (rather than integrating with genesys)

2. The agent forwards the call to the dialogflow phone

3. The dialog flow does its work and transfers back to the genesys phone number

4. The caller can talk to the agent (though it might be a different agent)

--

Regards,

Kartik

Original Message------

Shoot. So much for that idea.

The Resource Center doesn't list the specific types of flows that have the Bot action.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message------

FYI, we are adding the ability to use dialogflow in secure flows.  Expected release this quarter.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------