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  • 1.  Web Messenger digital bot - How to navigate to a prior menu?

    Posted 03-28-2025 11:09
    Edited by David Martinez 03-28-2025 11:12
    No replies, thread closed.
    Hello Web Messenger digital bot experts,
    I am testing my first web messenger digital bot and I would like some advise on design allowing the user to navigate to the first menu.
     
    I use digital menus to offer these choices
    1. Tech Support
      1.1 hardware
      1.2 software
    2. Customer Support
      2.1 address change
      2.2 email change
      2.3 go back to previous menu
     
    I am using a jump to resusable task to call the same task (27 menu). In Figure 1. points 1, 2, and 3 display my design. This does work.
    Are there in downsides to this approach? Is there a better method?
    Figure 1
    thanks,
    David

    #webmessenger
    #DigitalChannels

    #ArchitectFlow

    ------------------------------
    David Martinez
    Architect
    ------------------------------



  • 2.  RE: Web Messenger digital bot - How to navigate to a prior menu?

    Posted 03-28-2025 16:24
    No replies, thread closed.

    Hello David,

    I took a look at the diagram that you included and I don't think that there should be any problem with how you have that set up. If anyone in the community has any other thoughts, I would love to know.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Web Messenger digital bot - How to navigate to a prior menu?
    Best Answer

    Posted 03-28-2025 16:41
    No replies, thread closed.

    My best practice is to start the bot with just a communicate of welcome then immediately go to a task called Main Menu.  Then I use individual tasks under the digital menu and at the bottom of each task, I flow to a task called "Anything Else".  If they want something, I route to the original Main Menu task.  Makes sense?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Web Messenger digital bot - How to navigate to a prior menu?

    Posted 03-28-2025 17:02
    No replies, thread closed.

    Thank you Jason and Robert.  That is almost exactly my plan. The idea to add a task for "Anything Else" is great. I will add that to my design.

    David



    ------------------------------
    David Martinez
    Architect
    ------------------------------

    Original Message


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