Genesys: Test your handover

Before you test your inbound messages, make sure your inGenious AI chatbot:

• Is published and connected to a messaging channel.
• Has a passage to handover to a live agent.

To test your handover:

1. Open a browser tab and navigate to your Genesys MyPureCloud dashboard.
2. In the top right, set the On Queue / Off Queue switch to On Queue.
   If you can't see the On Queue / Off Queue switch, click the menu in the top right corner. The switch is sometimes hidden if your browser window is too small.
3. Open a second browser tab and navigate to the messaging channel connected to the chatbot.
4. Interact with the chatbot to navigate the conversation to the handover passage.
5. After you have been handed over, send another message to the chatbot.
   This message should be forwarded to a live agent.
6. In the MyPureCloud dashboard tab, a message notification should appear.
7. Accept the conversation request.
8. Type a message from the agent.
   This message should be forwarded to the user.
9. In the messaging channel tab, verify you received the message.
10. In the MyPureCloud dashboard tab, close the chat by clicking the End Message icon under the customer's name.
11. Click Done.

Make sure you also test your inbound messages.

Troubleshooting

If your message was not forwarded to the agent, but you do see it in your Performance - Interactions page:

First, check your flow exists: 

1. In your MyPureCloud administrator account, open the Architect view.
2. Open the Inbound Message Flow.
3. Check that the flow you are using for the chatbot exists, and is published.
   If the flow is not published, follow the Importing your AI Message Flow steps and test your chatbot again.

If messages still aren't forwarded, check your address:

1. In your MyPureCloud administrator account, open the Collaborate view.
2. Click Admin in the top navigation bar.
3. Click Message Routing.
4. Check that there is a flow associated to the address named InGenious AI - {XXXXX} where XXXXX is your inGenious AI chatbot ID.
   If the flow does not exist or is incorrect, follow the Route your chatbot steps and test your bot again.