Request Phone Number In Bot Flow

Web Messaging
1

I've created a bot flow ascertains whether a visitors to a customers site require certain services.
If they do, the bot returns to the messenger flow and checks a schedule and uses a data action to see if there are agents in idle.

What I am then looking to do is offer a chat or call back, chat is simple enough, call back I'm struggling.
My idea was to ask the visitor for their phone number via another bot, convert to ANI then use create call back - Unfortunately that functionality isn't within messenger flows.

Any ideas would be gratefully received.

Thanks

2

Hi. Are you struggling with detecting phone-number within a Bot Flow, or some other function within Inbound Message Flows?

3

Hi Blythe

It sounds like you are trying to do create a callback from within the flow. You would need to use a Data Action to call our public API to create a callback. We do have a blueprint that shows how to call our public API here.

I hope that helps.

Thanks,
John Carnell
Manager, Developer Engagement

4

Thanks John
Just in the process of creating the data action, I'll keep you posted!

5

Hi Angelo
Its two things

  1. John has helped with below
  2. How do I ask for the phone number in a bot? new to this but, used slots and quick responses to get the relevant responses to get to the point of offering the chat or call back.

Thanks

6

Hi. It depends on which type of Bots you are using, either 3rd Party Bots or Genesys Bots.

With Genesys Bot Flows, you can define a Slot Type by adding REGEX validation. Depending on your phone-number locale and requirements, you can find many examples of REGEX syntax to validate an input string as valid phone number. This link is a good starting point on how to define Slot Types: Slots and slot types overview - Genesys Cloud Resource Center

7

Thanks Angelo
I've had a weeks leave and will get back onto this and let you know how I get on

8

I have a bot that takes customer:

-Name
-Contact number
-Email
-Service Address
-DOB

All before it get passed to an agent, and just before that a data action to search the email (and if no result the phone number) to link it to an external contact before the chat gets to an agent

And a few other things before going to an agent like queue and EWT

Let me know if you would like some help or eg flor exports to help you

1 Like
9

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