Call Bot Flow action

AI-generated summary

Genesys Cloud's Call Bot Flow action serves as a core integration feature for embedding digital bot flows into voice and messaging systems, requiring CX 1-4 licensing with specific permissions including Architect UI View and Language Understanding access. The action supports both creating new bots and integrating existing bot flows through a drag-and-drop interface in the Architect toolbox, enabling multiple bots to collaborate within a single interaction without routing through inbound flows. Configuration of the Call Bot Flow action encompasses action naming, bot flow selection, input/output variable management, and bot input text specification for initial utterances. The action is accessed by opening or creating a flow, selecting or creating a state or task, and dragging the Call Bot Flow action from the Architect toolbox into the editor. Bot flows include an Exit Bot Flow action that can be placed at appropriate points within the flow logic to define specific reason codes that indicate flow outcomes and errors. The system enforces technical constraints including a 1000-action per turn limit, 200-turn session maximum, and five-iteration recursive task restriction. Execution tracking provides detailed exit codes such as TriggeredByFlow and AgentRequestedByUser, where the latter indicates an end user explicitly requested human agent assistance. Comprehensive error handling covers multiple scenarios. Error codes beginning with "Error" denote flow malfunctions with specific subcategories: Error.Expression errors include divide-by-zero operations, incorrect data types, out-of-bounds collection references, unset variables, and numeric or string overflow conditions. Error.TooManyActionsPerTurn occurs when loops execute beyond 1000 actions without user interaction, while Error.TooManyTurns triggers after 200 turns in a single session. Error.MaxRecursiveTaskDepth limits task self-invocation to five levels. Additional errors include Error.UnknownIntent for non-existent intents, Error.InvalidInputVariable for invalid bot flow input parameters, and Error.InvalidConfirmationMode for invalid confirmation expressions. RecognitionFailure codes indicate unsuccessful user input detection across multiple attempts in "Ask for" actions. RecognitionFailure.MaxNoMatches.Collection occurs when users provide unintelligible speech or text responses repeatedly, while RecognitionFailure.MaxNoInputs.Collection indicates no user response after multiple prompts. The "Confirmation" suffix denotes failures during intent or slot value confirmation, and the "Collection" suffix indicates failures during main question prompts. Additional recognition failure mechanisms include "MaxNoToConfirms," which triggers when users reject confirmation questions excessively during a single action, and "MaxTurns," which activates when the cumulative count of no-inputs, no-matches, and confirmation rejections exceeds acceptable thresholds for a single action. The "AllOptionsRejected" failure occurs when users decline all available intent or slot value options presented by the bot during confirmation, preventing the bot from attempting recognition of the same parameters until the current action concludes. These failure codes enable Genesys Cloud to gracefully terminate conversations when interaction quality deteriorates, protecting the overall user experience.

PrerequisitesClick to expand

Use the Call Bot Flow action to create a new Genesys Digital Bot Flow, or to integrate an existing bot flow into your voice and message flows. You can also add a Call Bot Flow action within a bot flow to transfer control to another bot flow. This allows multiple bots to work together as part of a single interaction without routing back through inbound flows. Each 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 Bot Flow action, follow these steps:

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

Show meClick to expand

Call Bot Flow action configuration

Field	Description
Name	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Bot Flow	Perform any of the following actions: To call an existing bot, click Select a Bot flow and choose the bot to use. If you select an existing bot flow, to change or update the flow click Edit. To create a new bot, click Add.
Bot Input Text	Supplies an initial utterance that the bot processes with the first Ask action in the bot flow.
Inputs	(Optional) Add input variables for the configured slots. Input variables are not necessary if you do not use the variables within the inbound flow.
Outputs	(Optional) Add output variables for the configured slots. Output variables are not necessary if you do not use the variables within the inbound 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 end user specifically asked to speak to a human agent.
Error.*	Any reason code that begins with Error indicates an error in the bot flow. The text that follows provides more information about the nature of the error.
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, your expression should return an integer but actually returned a string.
Error.Expression.IndexOutOfBounds	One of your expressions tried to reference an item in a collection which does not exist; for example, referencing item four of a collection that only contains 4 items. Note: Collection indexes start at zero for the first item.
Error.Expression.ValueNotSet	One of your expressions incorrectly tried to make use of 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 executes 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 invoke 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 invoking 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 should return “always” or “never.”
RecognitionFailure.*	Any reason code that starts with “RecognitionFailure” indicates that the bot has given the end user several attempts in a particular “Ask for …” action (e.g. “Ask for Slot”, “Ask for Intent”, etc.), 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 end 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 user 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.Collection	The bot asks the main question and receives no input. After several attempts, the bot gave up.
RecognitionFailure.MaxNoInputs.Confirmation	The bot asked the confirmation question several times and each time, the user stayed silent or was not clear enough for the bot to understand. This behavior is called “no-input.” After several no-inputs, the bot gave up and exited.
RecognitionFaliure.MaxNoToConfirms	The end user 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 end user says “no” as the bot confirms a certain intent or slot value, the bot will not try to recognize or confirm the same intent or slot value until it leaves the current action. If a small number of possible intents (or slot values) exist, and the user says “no” to all of them, then the bot exits with this reason code.

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