Call Digital Bot Flow action

AI-generated summary

Genesys Cloud's Call Digital Bot Flow action integrates digital bot flows into message flows and in-queue scenarios, enabling multiple bots to collaborate within a single interaction without message flow routing. The feature requires CX 1-4 licensing with appropriate Architect permissions and provides a drag-and-drop interface for configuring actions through custom naming, version selection, and Bot Input Text functionality for processing initial utterances. Configuration involves specifying an action name, selecting or creating a digital bot flow, and choosing between the most recently published or previously published version. The action supports optional input and output variables for slot configuration and requires an initial utterance processed after the first Ask action. Execution results are tracked through Exit Reason indicators and Intent returns, with the Intent variable defaulting to NOT_SET if no intent is detected. Exit Reasons categorize outcomes across multiple dimensions: TriggeredByFlow indicates business rule termination preventing self-service continuation, AgentRequestedByUser indicates customer requests for human interaction, and error codes capture system-level failures including expression-related errors (divide-by-zero, incorrect data types, out-of-bounds references, unset variables, numeric or string overflow) and flow execution errors. System limitations establish operational boundaries to prevent performance degradation: maximum 1000 actions per turn prevents excessive looping, maximum 200 turns per session constrains interaction duration, and recursive task depth limited to five levels prevents infinite loops. Configuration errors encompass non-existent intents (UnknownIntent), invalid input variables (InvalidInputVariable), and invalid confirmation expressions (InvalidConfirmationMode when expressions fail to return "always" or "never" values). Recognition failures use detailed reason codes prefixed by "RecognitionFailure" to indicate why user input collection failed: MaxNoMatches.Collection occurs when customers provide unrecognizable speech or text responses repeatedly, MaxNoInputs.Confirmation indicates prolonged user silence during confirmation prompts, MaxNoToConfirms reflects excessive rejection of confirmation questions, MaxTurns signals cumulative failures across no-inputs, no-matches, and confirmation rejections, and AllOptionsRejected occurs when customers reject all available intent or slot value options. These constraints and error classifications enable Genesys Cloud to manage bot flow performance and gracefully exit interactions when user experience quality deteriorates.

PrerequisitesClick to expand

Use the Call Digital Bot Flow action to create a new Genesys Digital Bot Flow, or to integrate an existing Genesys Digital Bot Flow into your message flows, including in-queue message flows. You can also add a Call Digital Bot Flow action within a digital bot flow to transfer control to another digital bot flow. This allows multiple digital bots to work together as part of a single interaction without routing back through message flows. Each digital bot can focus on a specific part of the conversation while contributing to a unified experience. For more information about the configuration and limits that apply when a bot calls another bot, see Bot flow orchestration.

To access the Call Digital Bot Flow action, follow these steps:

Open an existing message flow or digital bot flow, or create a new one.
Click an existing state or task, or create a new one.
From the Architect toolbox, click the Bot menu and drag a Call Digital Bot Flow action into the editor.
Configure the action according to your design.

Show meClick to expand

Call Digital Bot Flow action configuration

Field	Description
Name	Type a distinctive name for the Call Digital Bot Flow action. The label you enter here becomes the action’s name displayed in the flow structure.
Digital Bot Flow	Select the existing digital bot flow that you want to use in the flow. To call an existing digital bot, click Select a Digital Bot flow and choose the bot to use. If you select an existing digital bot flow, to open and change the flow, click Open. To create a new digital bot, click Add.
Version	Select to use the most recently published version, or use a previously published version. By default, the most recently published version is selected.
Inputs	(Optional) Add input variables for the configured slots. Input variables are not necessary if you do not use the variables within the current flow.
Outputs	(Optional) Add output variables for the configured slots. Output variables are not necessary if you do not use the variables within the current flow.
Bot Input Text	Supply an initial utterance that the bot processes after the first Ask action in the digital bot flow.
Execution Results	Exit Reason indicates what caused the bot flow to exit. See the Execution results: Exit reasons section for details. Intent returns from the bot flow at runtime. If the flow does not detect an intent, the variable bound in the Intent setting defaults to a NOT_SET String at runtime.

Execution results: Exit reasonsClick to expand

This table describes reasons that cause a bot flow to exit.

Error	Reason
TriggeredByFlow	The bot’s business rules dictated that it was not possible to continue in self-service. Add an Exit Bot Flow action to the appropriate place in the bot flow.
AgentRequestedByUser	The customer specifically asked to speak to a human agent.
Error.*	Any reason code that begins with Error indicates an error in the bot flow. The rest of the text provides more information about the nature of the error. See the following entries for examples.
Error.Expression.DivideByZero	One of your expressions, when performing an arithmetic calculation, tried to divide by zero.
Error.Expression.DataType	One of your expressions returned a value that contained the wrong data type. For example, you configure your expression to return an integer but it actually returns a string.
Error.Expression.IndexOutOfBounds	One of your expressions tried to reference an item in a collection that does not exist; for example, referencing the fourth item in a collection that only contains four items. Note: Collection indexes start at zero for the first item.
Error.Expression.ValueNotSet	One of your expressions incorrectly tried to use a variable that is NOT_SET, or returned a NOT_SET value.
Error.Expression.NumericOverflow	One of your expressions, when adding, subtracting, or multiplying numbers, created a value that is larger (either positive or negative) than the maximum allowed value for that data type. See, for example, “System.MaxInt” and “System.MinInt.”
Error.Expression.StringOverflow	One of your expressions tried to create a string value that contains more than the allowed number of characters.
Error.TooManyActionsPerTurn	Your flow has a loop that runs too many times without stopping to ask for user input, or to relay information back to the user. The current maximum number of actions per turn is 1000.
Error.TooManyTurns	Your flow asked for user input or relayed information back to the user too many times in a single session. The current maximum number of turns per session is 200.
Error.MaxRecursiveTaskDepthReached	Your flow has a reusable task and within that task, it uses a Call Task action to call the same task again. The current maximum number of times that a task can call itself is five.
Error.UnknownIntent:	A Set Intent action specified the name of an intent that does not exist.
Error.InvalidInputVariable.<variablename>	When calling the bot flow; for example, from an inbound call flow or inbound chat flow, an invalid value passed for one of the bot flow’s input variables.
Error.InvalidConfirmationMode	The expression used to set the confirmation mode for an “Ask for …” action returned an invalid value. The expression must return “always” or “never.”
RecognitionFailure.*	Any reason code that starts with “RecognitionFailure” indicates that the bot gave the user several attempts in a particular “Ask for …” action (for example “Ask for Slot” or “Ask for Intent”), but the bot still did not detect a good answer even after all of those attempts. The rest of the text provides more information about why recognition was unsuccessful. The presence of “Confirmation” at the end of a reason string indicates that the user’s final (unsuccessful) attempt occurred when the bot asked to confirm an intent or slot value. The presence of “Collection” at the end of a reason string indicates that the bot asked the “main” question for that action. See the following entries for examples.
RecognitionFailure.MaxNoMatches.Collection	The bot asked the main question several times, and each time the customer responded with speech or text input, but the bot was unable to understand. This behavior is called a “no-match.” After several no-matches, the bot gave up and exited.
RecognitionFailure.MaxNoInputs.Confirmation	The bot asked the confirmation question several times and each time, the customer stayed silent. This behavior is called “no-input.” After several no-inputs, the bot gave up and exited.
RecognitionFailure.MaxNoToConfirms	The customer said “no” to a confirmation question too many times in a single action.
RecognitionFailure.MaxTurns	The total number of “no-inputs,” “no-matches,” and “no to confirms” was too high for a single action. This behavior implies that the user experience is poor, so the bot gave up and exited.
RecognitionFailure.AllOptionsRejected	When the customer says “no” as the bot confirms a certain intent or slot value, the bot does not try to recognize or confirm the same intent or slot value until it leaves the current action. If a few possible intents (or slot values) exist, and the customer says “no” to all of them, then the bot exits with this reason code.

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Call Digital Bot Flow action

Call Digital Bot Flow action configuration

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