Feature coming soon

You can create an Architect bot and incorporate third-party ASR grammars for use with inbound chat or message flows. Create the bot within the flow, or create it separately and then call it from the flow.

In bot flows, you can dynamically find a grammar based on its name at IVR runtime.

Notes:
  • Search behavior is not case-sensitive.
  • The grammar string name must be a minimum of one character and a maximum of 256 characters.
  • The dynamic lookup limit for a unique type is 25.
  • Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
  • The total lookup limit per flow is 100.
  • If the supplied grammar value is NOT_SET, then the flow takes the not found path.

Name Description
Name  Use the default action name, or type a different name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Grammar Name Enter the grammar name or an expression that locates the grammar. At runtime, Architect performs a search for the specified grammar. If the system finds an exact match, it returns the grammar value.
Grammar Result

When the system receives the grammar value, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow.

Configure found and not found paths

Name Description
Found

This path indicates that Architect located the grammar within the organization. 

Drag the appropriate action below the Found path so that it follows the route you want the interaction to take. For example, a Transfer to ACD action.

Note: The Grammar Result field only populates when the flow follows the Found path.

Not Found

This path indicates that Architect did not find the matching grammar

Drag the appropriate action below the Not Found path so that it follows the route you want the interaction to take. For example, send an automatic reply or transfer the action to the main menu.

Note: The Grammar Result field does not populate when the flow follows the Not Found path.