Configure Google Dialogflow intent behavior when the caller does not answer


Assign events for your Google Dialogflow bot to use when a caller does not respond to a prompt. Assign an event that triggers the first time that the caller does not respond. Assign an event that triggers if the caller does not respond the second or third time. Assign a final event to play a prompt to the caller and disconnect the call.

Notes:
  • You can add all three events to the same intent.
  • Adding these events overrides the default fallback intent.

Optionally set the intent as the end of the conversation. This optional feature determines whether the disconnect takes the failure path or the intent path. For more information, see Call Dialogflow bot action.

For more information about creating and configuring Google Dialogflow bots, see Google Dialogflow documentation.

Assign an initial event if the caller does not respond the first time

This initial intent triggers if the caller does not respond the first time only. Optionally add a custom response, such as “I’m sorry, I did not hear you.”

  1. In the Google Cloud Platform console, go to the Dialogflow Console.
  2. Choose an agent.
  3. In the left sidebar menu, choose Intents.
  4. Click Create Intent.
  5. Name the intent.
  6. Under Events, click Add event.
  7. Add the GENESYS_INITIAL_NO_INPUT event.
  8. Click Save.

Assign an event if the caller does not respond the second or third time

This intent repeats the second and third time, whereupon it reaches the final stage. You might decide to add different response text to pair with each event recurrence. For example, “I’m sorry, I still didn’t hear you.” and “I didn’t hear your reply. Can you say it again?”

  1. In the left sidebar menu, choose Intents.
  2. Click Create Intent.
  3. Name the intent.
  4. Under Events, click Add event.
  5. Add the GENESYS_NO_INPUT event.
  6. Click Save.

Assign a final event if the caller continues to remain silent

If the caller continues to remain silent after the third failure, use this final event to play a prompt to the caller and disconnect the call. For example, “We are having technical issues. Please call back later.” After that prompt, the call disconnects.

  1. In the left sidebar menu, choose Intents.
  2. Click Create Intent.
  3. Name the intent.
  4. Under Events, click Add event.
  5. Add the GENESYS_FINAL_NO_INPUT event.
  6. Click Save.

Set the intent as the end of the conversation

After you set up the events, you can choose to set the intent as the end of the conversation. When you enable this option, an interaction closes when the intent finishes. If this option is disabled, Architect receives an error and the flow takes the failure path. If enabled, the intent appears in the flow and indicates that this action is a timeout.

  1. Scroll to the bottom of the intent that you are modifying.
  2. Enable Set this intent as end of conversation.
  3. Click Save.