Hello, I am using the "wait for input" action in a digital bot flow. It's currently setup as an button option off of a Digital Menu. The issue is when a user enters a question that matches to a “KB Article” it successfully brings back that article then asks the “Knowledge Confirmation Response” (seen below). After “Yes” is selected, nothing happens. It’s waiting for more input in the chat. It seems from the Article Wait for Input action - Genesys Cloud Resource Center you can set a duration on how long to the action waits before moving on but I am not seeing this setting in my action. Does this have to be written as an expression inside the
What is the No Input Timeout value configured in your DBF? That should control how long the flow wait suntil it saiys "sorry, I didn't receive input from you". Of course, you have the Answer-follow up greyed out, which is pretty important in a DBF because that's the thing that gives the customer an idea of what they're able to do after that. Unfortunately, we don't have much control over Knowledge in a DBF. See this idea.. Hope that helps
That’s all correct , however once the timeout has reached it’s value or after the confirmation message, it’s not moving on past that “wait for input” action. It seems as if the expected outcome is that it’s the “last” action in the flow. Additionally, I tested a free form question for my KB in the first digital menu and it brings back the article as expected however after the "confirmation message" is answered (yes) it sits there as well and follows the "no input" or "no match" response. Maybe this is working as designed but we should be able to build a specific logic or outcome example; after the KB confirmation I want it to go to a "communicate" node.
I appreciate everyone participating in this question, but in general, this forum is used to support questions about our public API and developer SDKs. In the future, you will get more help with Architect and configuration questions in our Genesys Cloud Knowledge Network forum.
Thanks,
John Carnell
Director, Developer Engagement
