In the Digital Bot Flow, when we use the action: wait for input, Bot present the KB articles based on the customer question, during the knowledge confirmation, "yes" or "no", when users select "no" the bot again asks users to type the questions,
Here I would like to transfer the interaction to an agent when KB confirmation is "no" selected by the customer rather than asking for questions. Is this possible? Any further suggestions?
Hi @Prem_Venkatesh
You could try disabling Knowledge Confirmation in the Knowledge settings of your bot flow, then using an "Ask for Yes/No" action to determine if the customer's question has been answered, and initiate the transfer if the answer is no.
Hi Jacobshaw, tried disabling the knowledge confirmation, wait for input action is the "end of task" not sure how to add the "Ask for Yes/No" action
You might want to replace the "Wait for Input" action with "Ask for Intent" with a Knowledge path configured. In my experience with "Wait for Input", any actions that come after it are unreachable.
Something like this (replace "What would you like to do?" with "What would you like to know?" for example)
Thanks, Jacobshaw for the info. I am using digital BOT flow and there is no action with "Ask for Intent"
@Prem_Venkatesh have you tried updating your User Input settings? If you set the "Maximum Number of Confirmations Rejects" to "0".
You can then try setting your Event Handling to "Exit the Flow" so it backs out to your message and from there you can transfer to ACD.
My mistake, the Ask for Intent action is available for bot flow, but not digital bot flow. Hopefully Darren's answers can help you further.
Thank you. Darren. "Maximum Number of Confirmations Rejections" can't be set to "0" Minimum value of 1 is required. Tested by setting the value to "1", still, two confirmations are shown and during the second confirmation it exits the flow.
I had the same problem. I set the Maximum Number of No Match Reties to 0.. It worked for me
Julie, What I needed is to transfer the interaction to an agent when KB confirmation is "no" selected by the customer. Tested the combination of the Maximum Number of No Match Reties to 0 and the Maximum Number of Confirmations Rejections set to 1, it still asks for a second input before handover to an agent.
Yes, with the Max number of no match retries set to 0 and the error event handling set to exit flow, you just then need a task in the inbound message flow to transfer to ACD or call a reusable task that has a transfer to ACD in it:
Julie, I understand what you are trying to say. My requirement is different
Once a KB article is presented by the bot.
KB confirmation message yes or no (maximum Number of Confirmations Rejections set to 1) is presented.
I want "No" to go to an agent without asking for further KB confirmation messages.
what is happening now: since the maximum Number of Confirmations Rejections is set to 1 (can't be set to "0) it is still asking for a second KB confirmation.
Yes, Maximum Number of Confirmations Rejections needs to be 1 as the customer needs to say yes or no at least once.
Hello Julie,
It is set to 1. But what is the expected result after they answer 'Yes"? Right now it is following the "No input" setting which I don't feel it should be. I think it should go to the next part of the digital bot flow.
I had that added as well and it still does not proceed past that point and move on to the next block in the flow.
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