# \#scenariodesign **URL:** https://community.brightpattern.com/tag/scenariodesign/87.md [Latest](https://community.brightpattern.com/latest.md) · [Categories](https://community.brightpattern.com/categories.md) · [Tags](https://community.brightpattern.com/tags.md) --- ## [How to Automate Email Handling with AI](https://community.brightpattern.com/t/how-to-automate-email-handling-with-ai/1135)
**Author:** [@laura](https://community.brightpattern.com/u/laura)\ **Replies:** 0\ **Last updated:** [March 4, 2026, 7:00pm UTC](https://community.brightpattern.com/t/how-to-automate-email-handling-with-ai/1135 "2026-03-04T19:00:19Z")
The Ask AI scenario block lets you leverage your AI of choice to automate almost any part of an interaction. For instance, AI can be used in email scenarios to automatically categorize, draft, and analyze customer emails… --- ## [Give callers the option to divert from call queue to SMS interactions](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133)
**Author:** [@RWM](https://community.brightpattern.com/u/RWM)\ **Replies:** 0\ **Last updated:** [December 17, 2025, 10:10pm UTC](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133 "2025-12-17T22:10:45Z")
A universal frustration for callers is having to wait to get in contact with an agent. You can reduce call volume while maintaining service levels by giving callers the ability to continue their interaction through SMS. … --- ## [Support List Messages for Whatsapp bot](https://community.brightpattern.com/t/support-list-messages-for-whatsapp-bot/1066)
**Author:** [@ialsheref](https://community.brightpattern.com/u/ialsheref)\ **Replies:** 3\ **Last updated:** [August 27, 2025, 6:51am UTC](https://community.brightpattern.com/t/support-list-messages-for-whatsapp-bot/1066 "2025-08-27T06:51:17Z")
supporting Interactive list messages --- ## [Watson Assistant MAU control](https://community.brightpattern.com/t/watson-assistant-mau-control/893)
**Author:** [@crivasm](https://community.brightpattern.com/u/crivasm)\ **Replies:** 3\ **Last updated:** [September 6, 2024, 5:40am UTC](https://community.brightpattern.com/t/watson-assistant-mau-control/893 "2024-09-06T05:40:18Z")
Hello, I need some Help with Watson assistant MAU (Monthly Active User) control. I’m using Watson Actions with native integration. I’m defining an in-scenario variable for the user id $(botContext.user\_id) in order to… --- ## [Service and Team settings](https://community.brightpattern.com/t/service-and-team-settings/815)
**Author:** [@Jovi](https://community.brightpattern.com/u/Jovi)\ **Replies:** 3\ **Last updated:** [December 12, 2022, 3:31am UTC](https://community.brightpattern.com/t/service-and-team-settings/815 "2022-12-12T03:31:21Z")
Hello my extended team, Here I am again with a complex problem and trust you guys will support. Scenario is: We have a service which is handled by two different teams with same skill levels and only separated because t… --- ## [Check if a team belongs to a service/skill](https://community.brightpattern.com/t/check-if-a-team-belongs-to-a-service-skill/805)
**Author:** [@Jovi](https://community.brightpattern.com/u/Jovi)\ **Replies:** 7\ **Last updated:** [November 24, 2022, 11:36am UTC](https://community.brightpattern.com/t/check-if-a-team-belongs-to-a-service-skill/805 "2022-11-24T11:36:39Z")
Hi, We are trying to overcome the limitation of ‘Last agent routing logic’ if enabled where call always goes to the last agent they spoke to regardless of the fact if that agent has the ‘requested’ skill or not. We have… --- ## [Scheduled Callbacks](https://community.brightpattern.com/t/scheduled-callbacks/719)
**Author:** [@tim.swearingen](https://community.brightpattern.com/u/tim.swearingen)\ **Replies:** 6\ **Last updated:** [September 11, 2022, 7:36pm UTC](https://community.brightpattern.com/t/scheduled-callbacks/719 "2022-09-11T19:36:50Z")
Has anyone figured out how they might use native BPCC functionality to care for a scheduled customer callback? The initial user story (below) is relative to an after-hours condition however, this might apply to any cond… --- ## [Inhibiting Same Caller in Virtual Queue Multiple Times](https://community.brightpattern.com/t/inhibiting-same-caller-in-virtual-queue-multiple-times/411)
**Author:** [@Brian](https://community.brightpattern.com/u/Brian)\ **Replies:** 4\ **Last updated:** [May 23, 2022, 3:16pm UTC](https://community.brightpattern.com/t/inhibiting-same-caller-in-virtual-queue-multiple-times/411 "2022-05-23T15:16:13Z")
Is there a way to inhibit a caller from entering the virtual queue multiple times? During extremely busy periods we have noticed callers will enter the virtual queue, and likely due to impatience or uncertainty if we ca… --- ## [Transfer to Overflow Call Center](https://community.brightpattern.com/t/transfer-to-overflow-call-center/631)
**Author:** [@jonmartin](https://community.brightpattern.com/u/jonmartin)\ **Replies:** 2\ **Last updated:** [February 9, 2022, 4:50pm UTC](https://community.brightpattern.com/t/transfer-to-overflow-call-center/631 "2022-02-09T16:50:21Z")
We’ve run into an issue with an inbound voice campaign. We’re a BPO and have a client who wants us to to enable the Virtual Callback Queue, which we have done. It is currently set to offer the choice for a callback to c… --- ## [About Play-Prompt Block Error](https://community.brightpattern.com/t/about-play-prompt-block-error/483)
**Author:** [@fletcherR](https://community.brightpattern.com/u/fletcherR)\ **Replies:** 3\ **Last updated:** [August 27, 2021, 8:15pm UTC](https://community.brightpattern.com/t/about-play-prompt-block-error/483 "2021-08-27T20:15:26Z")
Hi :slight\_smile: when i edit the scenario, First upload the wav file in ‘play-prompt’ Block. And, if edit the text in the content and apply it, a red error message appears. However, if I do the reverse, the error do… --- ## [Voicemail message after Hold message](https://community.brightpattern.com/t/voicemail-message-after-hold-message/446)
**Author:** [@YariBaez](https://community.brightpattern.com/u/YariBaez)\ **Replies:** 1\ **Last updated:** [July 7, 2021, 2:34pm UTC](https://community.brightpattern.com/t/voicemail-message-after-hold-message/446 "2021-07-07T14:34:30Z")
I want to know: When a client call us, and all our agents are busy the hold message plays and it keeps playing a few times if there’s no answer. How can I add the “leave a message or voicemail message” if there’s no agen… --- ## [Supporting AWS Lambda Provides Real Solutions for Bright Pattern Customers](https://community.brightpattern.com/t/supporting-aws-lambda-provides-real-solutions-for-bright-pattern-customers/349)
**Author:** [@Christine\_Hanson](https://community.brightpattern.com/u/Christine_Hanson)\ **Replies:** 0\ **Last updated:** [March 22, 2021, 10:53pm UTC](https://community.brightpattern.com/t/supporting-aws-lambda-provides-real-solutions-for-bright-pattern-customers/349 "2021-03-22T22:53:36Z")
If you missed the webinar, it’s available here to watch Recently a customer required voice recognition from a third party for their call center. We needed the ability to interact with other code or services, quickly an… --- ## [Upcoming Event: Bright Pattern Support for AWS Lambda](https://community.brightpattern.com/t/upcoming-event-bright-pattern-support-for-aws-lambda/340)
**Author:** [@Christine\_Hanson](https://community.brightpattern.com/u/Christine_Hanson)\ **Replies:** 1\ **Last updated:** [March 19, 2021, 12:24am UTC](https://community.brightpattern.com/t/upcoming-event-bright-pattern-support-for-aws-lambda/340 "2021-03-19T00:24:07Z")
Good morning, Integration with AWS Lambda is one of our many exciting new features at Bright Pattern as we get 2021 off to a great start. Join us Tuesday, March 16th at 10:30 am PST for a look at the AWS Lambda integrat… --- ## [Conversational IVR Bot Preference](https://community.brightpattern.com/t/conversational-ivr-bot-preference/337)
**Author:** [@tim.swearingen](https://community.brightpattern.com/u/tim.swearingen)\ **Replies:** 1\ **Last updated:** [March 10, 2021, 3:34pm UTC](https://community.brightpattern.com/t/conversational-ivr-bot-preference/337 "2021-03-10T15:34:06Z")
In reviewing the product documentation (https://help.brightpattern.com/5.3:Scenario-builder-reference-guide/Exercises/ConversationalIVRScenario) we see that there is an option to use either Watson or Lex for the integrat… --- ## [Using the "Set Custom Reporting Field" scenario block](https://community.brightpattern.com/t/using-the-set-custom-reporting-field-scenario-block/298)
**Author:** [@claudia.meiners](https://community.brightpattern.com/u/claudia.meiners)\ **Replies:** 1\ **Last updated:** [January 29, 2021, 4:41pm UTC](https://community.brightpattern.com/t/using-the-set-custom-reporting-field-scenario-block/298 "2021-01-29T16:41:44Z")
I just would like to find out if we can use the “Set Custom Reporting Field” scenario block a number of times in our scenario without causing any delays on the call? We have setup some reporting fields to keep track of t… --- ## [No option for prompt types](https://community.brightpattern.com/t/no-option-for-prompt-types/241)
**Author:** [@claudia.meiners](https://community.brightpattern.com/u/claudia.meiners)\ **Replies:** 1\ **Last updated:** [December 10, 2020, 6:09pm UTC](https://community.brightpattern.com/t/no-option-for-prompt-types/241 "2020-12-10T18:09:53Z")
We are attempting to create a new scenario but we have no option to add prompt types in “prompts” --- ## [Bi-Lingual Chat Functionality and Build](https://community.brightpattern.com/t/bi-lingual-chat-functionality-and-build/89)
**Author:** [@claudia.meiners](https://community.brightpattern.com/u/claudia.meiners)\ **Replies:** 1\ **Last updated:** [October 7, 2020, 8:36pm UTC](https://community.brightpattern.com/t/bi-lingual-chat-functionality-and-build/89 "2020-10-07T20:36:58Z")
I am reaching out because we need some assistance and guidance in building and configuring Chat on one of our contractor websites. We have already completed a number of the necessary components and integration but need h… --- ## [Chat Bots with Bright Pattern?](https://community.brightpattern.com/t/chat-bots-with-bright-pattern/83)
**Author:** [@theron.siers](https://community.brightpattern.com/u/theron.siers)\ **Replies:** 1\ **Last updated:** [October 7, 2020, 8:30pm UTC](https://community.brightpattern.com/t/chat-bots-with-bright-pattern/83 "2020-10-07T20:30:09Z")
Support, We are a BrightPattern customer and we are interested in setting up chat bot. How can we integrate is and get it set up?