How to connect an agent from the digital bot flow

[Javeen_Shanavas]

i would like to know the posibilty to connect an agent from the digital bot flow since there is no "transfer to ACD" option available.I make the inbound messaging(Whatsapp) which calls the digital bot flow -> after choosing a different digital menu the message needs to transfer to Agent in Queue. any support, please..

[bholden]

Sorry, I am new to Bot flows and have only constructed NLU, so we may need some more senior members to weigh in . . . but conceptually assuming the same principles apply, you would have to perform the routing in the Initial flow that calls the bot flow (I am assuming it's a messaging flow in this instance).

Make sure you have the output value called out in the initial flow to pull in the variable that you need to (from your bot call node) in order to use it in your route action to determine which agent to route to and then you can deploy a switch and transfer to action to it.

If you can provide some more specific details on the current construct you're working off. I might be able to give you some additional clues and hopefully, we can stumble to a solution together.

[Javeen_Shanavas]

Thanks bholden,
I'm trying to use the digital bot flow with WhatsApp interaction....I created the inbound message flow which is pointed to the Digital bot flow and I create the digital menus all of its works but I don't know how to transfer this interaction to the agent in the Queqe since there is no "Transfer to ACD" option available in bot flows. plz chech the menus sc I need it here anybody who clicks on any digital menu like Sales, or Services will transfer to Agent. how to achieve it.

[bholden]

Hello Javeen,

Sorry for the lengthy reply I am trying to hit all potential trouble points in one response to get you to a better spot with what you are trying to accomplish.

I can see it logged in under my admin user in my org. Double-check your permissions to ensure you have:
Routing* > Queue > View
Routing > Queue > Search

So assuming permissions is the issue and you can easily remedy that, There also could be a language mismatch issue with your flow or ACD records but I don’t know that this would manifest in not showing you the transfer to ACD.

I will move on to the architect steps.
Starting in your inbound message flow:

1. Pull in a bot flow action. box node for then - Then in the sidebar configuration box select your published bot flow. Once that is selected it will reconfigure the right panel input field to correspond to your bot flow define variable in the sidebar. scroll all the way to the bottom and assign the intent to a variable I am assuming your intents are created in the bot flow. If you created slot values in the bot flow I would also map those to the output variables as well.

2. Then add a switch action after the call bot flow that evaluated then create logic in the entry slot for each of the case ie = <expected intent or slot value 1”> or = then in the box below each case place the transfer to ACD and you can assign the user or queue you want given the conditions are evaluate to a Boolean value true

3. into the boxes below the switch case defining box. Use the Transfer to ACD action to and specify the queue or user who you which to route. It will route when to that specified path assuming the case evaluation logic checks out to be true. In the sidebar you should be able to select a queue or user.

Also I noted from your screens shot that it you may be working in a few languages. I am used to working in a single language within my org but I am pretty sure you have to account for the default language before you save and publish your flows. It also possibly with a different bot engine language may need a separate starting flow in that same language. I think your bot flow language has to match to your inbound message flow default language but I don’t quote me on that. I’m out and about and on my mobile right now but try out what I stated above and let me know if it works. If not I can get in and try to recreate the issue so I can better pinpoint the problem.

Another theory is if your languages on your flows don’t match or the ACD targets you’re trying to send the messages don’t match that could also be part of your troubles as to why you do not have a transfer to ACD action. These are just my best guesses without having view into your org, the language defaults, and the languages applied.

Hopefully that helps, please let us know.

[Javeen_Shanavas]

Dear bholden,
I really appreciate your support, I did the steps that you explained but still i faced difficulties in retrieving the variable from digital bot flow to inbound message flow.

[bholden]

Hello Javeen,

I think it may maybe an ordering and a context placement issue, . I think you need to shift a lot of what you have in your bot flow to the initial inbound message flow.

Really the bot should just function to get the input and feed the output and results to the message flow and the message flow should have take the action based upon calling the values of those inputs. In other words, you're trying to do too much in the bot flow to accomplish what you are trying to achieve really some of those steps need to be performed in your inbound message flow

I wish I had more knowledge to provide you with a little more specific step-by-step advice, but I just started working with bot flows recently.

So I would construct a simplified version of the specific critical steps you are trying to add. For instance, just do a simplified version of your message flow in English with a test queue. Then, once you get the output desired, you can work towards inserting those sub-components into your preexisting flow.

Keep tweaking and testing you'll be off to the races in no time!