Handling No input and No match using Dialog FLow

Genesys Cloud Integrations
1

For no input we have configured the following events in Google Dialogflow:

GENESYS_INITIAL_NO_INPUT

GENESYS_NO_INPUT

These events were mentioned in the Purecloud documentation. As expected, we are able to achieve the invalid input and no input scenarios seperately when the user calls.

However, the challenge I am facing is for mixing the invalid input and no input scenarios. Are there particular events set up by Genesys for achieving INVALID INPUT / NO MATCH scenario?

2

You can configure the failure outputs to apply logic based on the error type of the failure: https://help.mypurecloud.com/articles/call-dialogflow-bot/

3

is there any no match even getting from the genesys as we are getting for no input

4

Do we have any even for no match like (GENESYS_INITIAL_NO_MATCH) as we have for no input
GENESYS_INITIAL_NO_INPUT, GENESYS_NO_INPUT. an you please confirm.

5

Hello,
No, there is no Genesys event for NO MATCH.
When Google attempts to match an intent based on input, and it cannot, it will automatically send back the "Default Fallback Intent".
This is a completely different mechanism than the No Input functionality, since Dialogflow itself does not handle No Input - this is a feature of the Genesys Cloud voice service.
If you want to control what intent is returned on a No Match, you could utilize a webhook.
Or you could also setup a fallback intent that is specifically tied to a particular intent by creating a followup intent.

Regards,

6

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