Set default event handling behavior

Event handling determines how Architect behaves when an error occurs, such as an invalid entry that a customer makes during the interaction.

To configure the default flow behavior that occurs if Architect encounters an error within the flow, under Settings select Event Handling . For call flows, voicemail flows, and in-queue call flows, specify or create the audio prompt to play to a caller. For all flow types, determine how to handle the flow behavior. 

Name Description and use

Pre-handling audio

 Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow. 

Handling

Select the action that you want Architect to take when an error occurs. Choose from the following actions:

  • Disconnect the call
  • Transfer the call to a queue
  • Jump to a menu
  • Jump to a reusable task

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

Menu

Select which default menu that the flow falls back to when an error occurs.

Name Description and use

Handling

Select the action that you want Architect to take when an error occurs. You can select the following actions:

  • Disconnect the flow
  • Transfer the email, message, or chat to a queue

Note: Depending on the handling action you select, you can select which queue in which to transfer the interaction.

Error event

Name Description

Handover

 Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows. 

Handling

Select the action that you want Architect to take when an error occurs. You can select the following actions:

  • Exit the bot flow
  • Disconnect the interaction

Recognition failure event

Note: If the flow reaches the maximum number of retries for a second time; for example, in another part of the bot flow or in another task, the flow automatically enters error event handling.

Name Description

Handover

 Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows. 

Handling

Select the action that you want Architect to take when an error occurs. You can select one of the following actions:

  • Exit the bot flow
  • Disconnect the interaction
  • Jump to a reusable task

Note: If you select Jump to Reusable Task, this section changes from Handling to Task. Perform one of these steps:

  • To choose an existing task, click the list and select the appropriate task.
  • To view or edit the task that you select, click Go to Task .
  • To create a new reusable task, click Create New Task and configure the task according to your specifications.

Agent escalation

Agent escalation automatically detects a customer's preference to speak to an agent without a specific intent to capture this behavior. For more information, see Agent escalation in bot flows.

Note: If the flow reaches the maximum number of retries for a second time; for example, in another part of the bot flow or in another task, the flow automatically exits the bot flow with the AgentRequestedByUser reason.

Name Description

Enable Agent Escalation

 Allow or prevent the bot flow from listening when a customer requests to speak to a human agent.

Confirmation

Select an existing audio prompt or text or create a communication sequence the bot sends to confirm that it understands the customer's intent.

Note: To configure the bot to bypass the confirmation request and instead directly escalate the user to a human agent, leave this field NOT_SET or empty.

Handover
(bot flows only)

Select an existing audio prompt or text or create a communication sequence that alerts the caller of an error and the action that follows. 

The bot uses this response when the participant requests to speak to an agent and replies affirmatively to the confirmation prompt. After the handover prompt plays, the bot exits and returns to the calling flow that started this bot flow.

Handling

Select the action that you want Architect to take when an error occurs. You can select one of the following actions:

  • Exit the bot flow
  • Disconnect the interaction
  • Jump to a reusable task

Note: If you select Jump to Reusable Task, this section changes from Handling to Task. Perform one of these steps:

  • To choose an existing task, click the list and select the appropriate task.
  • To view or edit the task that you select, click Go to Task .
  • To create a new reusable task, click Create New Task and configure the task according to your specifications.

In-queue call flow error events

Name Description

Pre-handling audio

 Select an existing audio prompt or create an audio sequence that alerts the caller to an error and the action to follow. 

Handling

Select the action that you want Architect to take when an error occurs. Choose from the following actions:

  • Disconnect the call
  • Transfer the call to a queue

Note: Depending on the handling action you select, you can select the menu, task, or queue in which to transfer the call.

In-queue email and in-queue message flow error events

Name Description

Handling

Select one of the following actions that you want the flow to take when an error occurs

  • To end the current state in the in-queue flow, select End State. The flow continues to run so that subsequent invocations of the Periodic State occur.
  • To end the current in-queue flow, select End Flow. 

Workitem flow error events

Name Description

Handling

Select following action that you want the flow to take when an error occurs

  • To end the current workitem flow, select End Flow.