Call Dialog Engine Bot action


Use the Call Dialog Engine Bot action within inbound chat or message flows to run self-service applications within a flow before or instead of routing a customer to an agent. Administrators and contact center managers can use this action with the native Genesys Dialog Engine, which processes the interaction according to Dialog Engine Bot configuration. Then, the bot returns the interaction with intents and slots to Architect.

Notes:
  • Changes you make in the Genesys Dialog Engine workbench can take a few minutes to appear in Architect.
  • This action is available in inbound chat and message flow types.
  • If a bot is configured with knowledge, a knowledge intent will appear.
  • For more information about creating a Genesys Dialog Engine bot, see Create a Genesys Dialog Engine bot and the Genesys Dialog Engine User Guide.
Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Bot Input Text

Under Bot Input Text, use an expression, literal string, or string builder to determine the text to send to the Dialog Engine Bot.

Note: Typically, you use this feature only when you chain Dialog Engine bots together.

Follow-up Response Timeout

The Genesys Dialog Engine bot may retrieve follow-up information from the user. Here, enter the amount of time the bot waits for the user’s reply.

The default response timeout is 12 hours, and the minimum allowable value is 0 seconds. The system considers a NOT_SET or negative duration as immediate.

Note: The follow-up response timeout applies to each customer response. Each time the customer responds and then receives another prompt from the bot, the timeout resets.

For example, if the bot asks, “What is your preferred date,” it waits up to 12 hours for a customer response. If the customer responds with a date within the 12-hour time frame and the bot replies, “Thank you, do you have an alternate choice,” then the flow restarts the timeout. The flow waits another 12 hours for the response about an alternate date.

Dialog Engine Bot

The specific Genesys Dialog Engine bot that you want to use. If you have not created a Genesys Dialog Engine bot, click the arrow to open the Genesys Dialog Engine workbench in a new tab and create a new bot.

Termination State

Select the string variables that you want to assign to the termination values when the bot enters a termination state. For example:

String value Definition
AgentEscalation

This value is valid for the No Intent branch.

  • Error
  • Expired
  • Failure
Each value is valid for the Failure branch.
GoalReached This value can appear in intent-based branches.
Intents

The options that appear in this section reflect the logic configured in the Dialog Engine bot. Each intent represents an action to perform. For example, order a pizza or order flowers. Each intent path matches an output path for the Call Dialog Engine Bot action in the task editor.

Below each intent, Architect displays the configured Dialog Engine bot slots, or any data the user must provide to fulfill the intent. Using the Pizza Order intent as an example, the slots can include crust type, ingredients, cheese amount, and cutting style. If the user chooses the Order Pizza path, then the Dialog Engine bot provides the slots associated with that path.

Note: To ensure that the intent appears as an output in Architect, when you create an intent in Genesys Dialog Engine bot, make sure to designate it as an end of conversation intent. Otherwise, the intent does not appear here.

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Dialogflow bot.

Data value Variable
errorType
  • FeatureNotEnabledError: The Call Dialog Engine Bot action is not available for the organization.
  • InternalServerError: An unexpected error occurred during the Call Dialog Engine Bot action. Typically, the received response is in an invalid format. Contact PureCloud Customer Care.
  • NoInputError: The Call Dialog Engine Bot action timed out without any user input.
errorMessage A non-localized message. This string variable can be empty or NOT_SET.

Note: To expand or collapse the list of variables, click the arrow next to Failure Outputs.

Configure intent and failure paths

Name Description
Intent paths

These paths are dictated by the Genesys Dialog Engine bot.

Knowledge path

Select the question and answer slots for this path for your knowledge path.

Note: This path does not appear unless you configure the Knowledge intent in your Genesys Dialog Engine bot. For more information, see Adding knowledge to your bot.

No Intent path

Configure the path:

  • Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
  • Select how to differentiate between messages. For example, use Notice for announcements such as “Agent is joining the chat!” Use Standard for general chat messaging. The default setting is Notice.
  • In the Message Body, enter the message as an expression for delivery to the recipient, or click to open the message builder menu and select from other message options.
    • To create more complex expressions, select Expression and click the keyboard button. The Edit Message Body dialog box opens. For more information, see Work in the Edit Message Body dialog box.
    • To create simple messages in the Message Body box, select Literal and enter the message string.
    • To create more complex sequences using any combination of data, expressions, prompts, and text elements, select String Builder. The String Builder dialog box opens. For more information, see Set up a message with the String Builder.
Failure output path

This path indicates that an error occurred while running the action or there was a problem processing the results.  

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Drag the appropriate action below the Failure path and direct the route you want the interaction to take. For example, a transfer action to send the caller to an agent for assistance.