Bot flow - Add a private note/message for agent

[BigT]

Hi Everyone,

Am in the process of integrating our bot engine in a Genesys Bot Flow. We have an ACD Queue transfer if the user cannot find the information they are looking for and would like to be able to add a comment from the bot to the agent (not visible to end user).

Is there a simple way to achieve this? Seems like something would exist out of the box but haven't been able to find a solution so far.

Thanks!

[zubair]

Hi

You can consider using script to display the custom message to agent.

Create a variable say BotVar in your bot flow with "Output from flow" enabled - assign the intended message/comment to this variable. Then in your message flow where you are calling this Bot, map the output of BotVar to a new variable say MsgVar. Before transfer to ACD use a script action and pass MsgVar as input to that script. (your script will need a variable with Input enabled).

hope this helps

Cheers
Zubair

[BigT]

Thanks for the suggestion!

Have not tried script actions yet, will give it a go and update you on the results.

Thanks again for the response