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  • 1.  Agentic - Conversation fails

    Posted 04-23-2026 12:39

    I've seen an issue while testing Agentic where the conversation fails whenever a tool call errors out.

    For example, I created a tool that retrieves data from data tables using Genesys APIs. By default, the API throws an error when the requested data is not available which can be pretty much handled in architect flow.

     

    But it fails in Agentic. I've tried multiple variations in the output instructions, but in every case, the conversation ends with an error.

     

     

    The conversation works as expected when the key field exists in the data table.

    Please share your experience around this scenario.


    #API/Integrations
    #ConversationalAI(Bots,VirtualAgent,etc.)

    ------------------------------
    Jyoti Sharma
    Senior Design Consultant
    ------------------------------


  • 2.  RE: Agentic - Conversation fails

    Posted 04-24-2026 10:45

    Hello Jyoti,

    I have moved your question to the Genesys Cloud - Developer Community. Hopefully one of the experts there will be able to assist you with this.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Agentic - Conversation fails

    Posted 5 days ago

    Hi Jyoti,

    Have you tried debugging the architect flow?

    By debugging you can get the exact error reason, so we can dig deeper and fix the exact root cause of conversation ending.

    If you are able to share the exact error message from the architect flow we can work together to fix the issue.



    ------------------------------
    Arjun Das T P
    Engineer
    Feebak Suite of products - Genesys Cloud
    https://feebak.com/
    arjun.das@fantacode.com
    ------------------------------



  • 4.  RE: Agentic - Conversation fails
    Best Answer

    Posted 13 hours ago

    Hello Arjun,

    Thanks for reverting back. The issue was around error handling in AVA. Once Genesys has released the feature to support error handling within AVA, we are able to contain it.



    ------------------------------
    Jyoti Sharma
    Senior Design Consultant
    ------------------------------

    Original Message


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