Digital Bot not displaying Question

I have a digital bot within a web messaging flow. Periodically, it is not asking the next question in the flow.

For example i have 2 digital menus that worked and i was able to select my response. the next item is an Ask For Slot where i have a slot and slot type of "customerName/CustomerName_ST" respectively. the slot type is a regular expression with .* as the accepted matches. However sporadically, it is not asking for the customer name. its almost like it gets stuck. at one point i typed 'Hello' because it wasnt prompting me for my name, and it accepted that input as the customerName Slot and then moved on correctly.
When i checked the transcript, it shows that the bot prompted 'what is your name'. but the customer never saw that on their side.

Another instance it did not move on to the customerName Ask for Slot and i made no input (because it didnt look like it asked me anything). after 3 minutes, it gave me my no response error handling and THEN asked me what my name was.

Is this connectivity issue? its happening to different users in different browsers on different networks. and it always seems to happen with this Name question. i have other Ask for Slot with .* as the reg ex but it always happens on CustomerName slot

Does any one have input on this? I opened a ticket and was told that the issue is probably because i dont have any intents in my bot flow and to contact Professional Services... This is being used as a pre-registration form so i need open responses. example - what is your name? i have no utterances to match that, therefore i have no intent. Other questions are whats your phone number and what is your Account #.. all items that just need to accept what the user inputs - no utterances or Intents used on purpose.

What is the best way to implement a pre registration form for web messaging if the answer is not a bot with no intents?

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