Genesys Cloud - Main

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

Hi ! 

This is interesting. We are facing the same issue and Genesys is investigating this.  

It seems to be that Genesys CX Google Dialogflow thinks that the customer has tried to message the same message >3 times. In our case the messages are all different. In our environment started on 18.7 (according to the data) and we have not made changes at that time into our Chatbot, so we are a bit confused.

Genesys support replied :

this was confirmed by our Development team before that if we are seeing an error too many repeats for bot event.

This is failing because the bot is returning an identical MOREDATA response four times in a row, on the fourth time it instead moves to a FAILED state instead of MOREDATA:

This is a hard-coded limit and expected behavior within the system to prevent the bot from looping in the same state forever. So utilizing a change in a dummy slot value to avoid this limit would be required on the bot side if wanting to be able to pass the same text follow up more than three times in a row.

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

Hi Elina,

Thanks a lot for your detailed response – it's very helpful!

I've also encountered this behavior before when working with a custom bot connector, and in that case, I was able to work around it by ensuring that different intents were sent to Genesys each time, avoiding the repeat limit.

However, with the built-in Dialogflow CX integration, even when I configure different messages or trigger different intents on the Dialogflow side, the same issue still occurs on the fourth turn – so the workaround doesn't seem to apply the same way.

You mentioned the suggestion about "utilizing a change in a dummy slot" to avoid this. Do you happen to know exactly what they meant by that? Have you tried implementing it, and if so, did it resolve the issue in your case?

Thanks again!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-05-2025 02:38
From: Elina Tuominen
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi ! 

This is interesting. We are facing the same issue and Genesys is investigating this.  

It seems to be that Genesys CX Google Dialogflow thinks that the customer has tried to message the same message >3 times. In our case the messages are all different. In our environment started on 18.7 (according to the data) and we have not made changes at that time into our Chatbot, so we are a bit confused.

Genesys support replied :

this was confirmed by our Development team before that if we are seeing an error too many repeats for bot event.

This is failing because the bot is returning an identical MOREDATA response four times in a row, on the fourth time it instead moves to a FAILED state instead of MOREDATA:

This is a hard-coded limit and expected behavior within the system to prevent the bot from looping in the same state forever. So utilizing a change in a dummy slot value to avoid this limit would be required on the bot side if wanting to be able to pass the same text follow up more than three times in a row.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-04-2025 07:17
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-04-2025 04:14
From: Samuel Jillard
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 08-03-2025 12:58
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

#DigitalChannels

------------------------------
Nikola Stankovi
Application Development Team Leader
------------------------------

Thanks Nikola for reply,

We have also asked for the same thing, that what this means "utilizing a change in a dummy slot", but have not got the answer yet. We decided not to try any workaround at this point, because we don't believe it would make any difference (based on logs). 

We also looked from Google release notes, that they have made the new release on 17.7, which can also affect. We are creating now incident ticket also for Google. Because the release note day is the same, when we started to get this error.

------------------------------
Elina Tuominen
-

Original Message:
Sent: 08-05-2025 03:18
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi Elina,

Thanks a lot for your detailed response – it's very helpful!

I've also encountered this behavior before when working with a custom bot connector, and in that case, I was able to work around it by ensuring that different intents were sent to Genesys each time, avoiding the repeat limit.

However, with the built-in Dialogflow CX integration, even when I configure different messages or trigger different intents on the Dialogflow side, the same issue still occurs on the fourth turn – so the workaround doesn't seem to apply the same way.

You mentioned the suggestion about "utilizing a change in a dummy slot" to avoid this. Do you happen to know exactly what they meant by that? Have you tried implementing it, and if so, did it resolve the issue in your case?

Thanks again!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-05-2025 02:38
From: Elina Tuominen
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi ! 

This is interesting. We are facing the same issue and Genesys is investigating this.  

It seems to be that Genesys CX Google Dialogflow thinks that the customer has tried to message the same message >3 times. In our case the messages are all different. In our environment started on 18.7 (according to the data) and we have not made changes at that time into our Chatbot, so we are a bit confused.

Genesys support replied :

this was confirmed by our Development team before that if we are seeing an error too many repeats for bot event.

This is failing because the bot is returning an identical MOREDATA response four times in a row, on the fourth time it instead moves to a FAILED state instead of MOREDATA:

This is a hard-coded limit and expected behavior within the system to prevent the bot from looping in the same state forever. So utilizing a change in a dummy slot value to avoid this limit would be required on the bot side if wanting to be able to pass the same text follow up more than three times in a row.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-04-2025 07:17
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-04-2025 04:14
From: Samuel Jillard
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 08-03-2025 12:58
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

#DigitalChannels

------------------------------
Nikola Stankovi
Application Development Team Leader
------------------------------

Because we have not received any more information about the root cause from Genesys or Google, we made a workaround for this into Google Dialogflow. Thanks to our great team, they found out the workaround :)

Seems to be that connector thinks, that all these events (which are causing the disconnect) are the same. Even though there are multiple different columns varying. Connector is disconnecting the chat discussion (output=Failure) thinking that it has stucked into loop. This happens after third try (in same cases).

Workaround :

We continually set

"setParameterActions": [ {

        "parameter": "dummyKey",

        "value": "$sys.func.RAND()"

      } ]

Dummy-session variables in all kinds of nodes and this fixes the issue. What we discovered is that, session-variables cant stay the same when using Genesys Dialogflow Bot Connector.

It would be interesting to know, if the other customers are facing the same issue. Wondering that are we really the only ones ? Please let us know, if you have the same issue by liking or commenting on this message

Thanks Nikola for reply,

We have also asked for the same thing, that what this means "utilizing a change in a dummy slot", but have not got the answer yet. We decided not to try any workaround at this point, because we don't believe it would make any difference (based on logs). 

We also looked from Google release notes, that they have made the new release on 17.7, which can also affect. We are creating now incident ticket also for Google. Because the release note day is the same, when we started to get this error.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-05-2025 03:18
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi Elina,

Thanks a lot for your detailed response – it's very helpful!

I've also encountered this behavior before when working with a custom bot connector, and in that case, I was able to work around it by ensuring that different intents were sent to Genesys each time, avoiding the repeat limit.

However, with the built-in Dialogflow CX integration, even when I configure different messages or trigger different intents on the Dialogflow side, the same issue still occurs on the fourth turn – so the workaround doesn't seem to apply the same way.

You mentioned the suggestion about "utilizing a change in a dummy slot" to avoid this. Do you happen to know exactly what they meant by that? Have you tried implementing it, and if so, did it resolve the issue in your case?

Thanks again!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-05-2025 02:38
From: Elina Tuominen
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi ! 

This is interesting. We are facing the same issue and Genesys is investigating this.  

It seems to be that Genesys CX Google Dialogflow thinks that the customer has tried to message the same message >3 times. In our case the messages are all different. In our environment started on 18.7 (according to the data) and we have not made changes at that time into our Chatbot, so we are a bit confused.

Genesys support replied :

this was confirmed by our Development team before that if we are seeing an error too many repeats for bot event.

This is failing because the bot is returning an identical MOREDATA response four times in a row, on the fourth time it instead moves to a FAILED state instead of MOREDATA:

This is a hard-coded limit and expected behavior within the system to prevent the bot from looping in the same state forever. So utilizing a change in a dummy slot value to avoid this limit would be required on the bot side if wanting to be able to pass the same text follow up more than three times in a row.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-04-2025 07:17
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-04-2025 04:14
From: Samuel Jillard
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 08-03-2025 12:58
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

#DigitalChannels

------------------------------
Nikola Stankovi
Application Development Team Leader
------------------------------

Thanks for sharing this workaround. I tested the approach with Dialogflow CX using setParameterActions and a dummy parameter. It did extend the conversation slightly (from 4 to 5 turns), but it didn't really solve the issue - the Genesys connector still disconnects after a few iterations.

What I'm more interested in is whether this can be addressed when using a Playbook with an AI bot. From my testing, Playbooks don't allow you to manipulate session parameters the same way, which makes it look like there's no way to apply this workaround at all.

So my current conclusion is that because of this limitation, it seems impossible to prevent the connector from disconnecting in Playbook with an AI bot. Has anyone found a reliable way around this, or is this a confirmed platform limitation?

Because we have not received any more information about the root cause from Genesys or Google, we made a workaround for this into Google Dialogflow. Thanks to our great team, they found out the workaround :)

Seems to be that connector thinks, that all these events (which are causing the disconnect) are the same. Even though there are multiple different columns varying. Connector is disconnecting the chat discussion (output=Failure) thinking that it has stucked into loop. This happens after third try (in same cases).

Workaround :

We continually set

"setParameterActions": [ {

        "parameter": "dummyKey",

        "value": "$sys.func.RAND()"

      } ]

Dummy-session variables in all kinds of nodes and this fixes the issue. What we discovered is that, session-variables cant stay the same when using Genesys Dialogflow Bot Connector.

It would be interesting to know, if the other customers are facing the same issue. Wondering that are we really the only ones ? Please let us know, if you have the same issue by liking or commenting on this message

Thanks Nikola for reply,

We have also asked for the same thing, that what this means "utilizing a change in a dummy slot", but have not got the answer yet. We decided not to try any workaround at this point, because we don't believe it would make any difference (based on logs). 

We also looked from Google release notes, that they have made the new release on 17.7, which can also affect. We are creating now incident ticket also for Google. Because the release note day is the same, when we started to get this error.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-05-2025 03:18
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi Elina,

Thanks a lot for your detailed response – it's very helpful!

I've also encountered this behavior before when working with a custom bot connector, and in that case, I was able to work around it by ensuring that different intents were sent to Genesys each time, avoiding the repeat limit.

However, with the built-in Dialogflow CX integration, even when I configure different messages or trigger different intents on the Dialogflow side, the same issue still occurs on the fourth turn – so the workaround doesn't seem to apply the same way.

You mentioned the suggestion about "utilizing a change in a dummy slot" to avoid this. Do you happen to know exactly what they meant by that? Have you tried implementing it, and if so, did it resolve the issue in your case?

Thanks again!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-05-2025 02:38
From: Elina Tuominen
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi ! 

This is interesting. We are facing the same issue and Genesys is investigating this.  

It seems to be that Genesys CX Google Dialogflow thinks that the customer has tried to message the same message >3 times. In our case the messages are all different. In our environment started on 18.7 (according to the data) and we have not made changes at that time into our Chatbot, so we are a bit confused.

Genesys support replied :

this was confirmed by our Development team before that if we are seeing an error too many repeats for bot event.

This is failing because the bot is returning an identical MOREDATA response four times in a row, on the fourth time it instead moves to a FAILED state instead of MOREDATA:

This is a hard-coded limit and expected behavior within the system to prevent the bot from looping in the same state forever. So utilizing a change in a dummy slot value to avoid this limit would be required on the bot side if wanting to be able to pass the same text follow up more than three times in a row.

------------------------------
Elina Tuominen

Original Message:
Sent: 08-04-2025 07:17
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Thanks for your reply!

Since this is being set up in our lab environment, I unfortunately don't have the ability to open a support case with Genesys Product Support. That's why I'm hoping to get as much insight as possible from the community to help troubleshoot this.

Any suggestions or ideas would be greatly appreciated!

------------------------------
Nikola Stanković
Contact Center Implementation Team Leader

Original Message:
Sent: 08-04-2025 04:14
From: Samuel Jillard
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hello Nikola,

Hopefully others in the community can help and give their insights into possible causes, but I would also recommend raising a case with Genesys Product Support to investigate what is causing this in the backend logs.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 08-03-2025 12:58
From: Nikola Stankovi
Subject: Dialogflow CX Integration Fails on 4th Turn in Genesys Architect

Hi all,

I've integrated a Dialogflow CX bot into Genesys Architect, and it works well-up to a point. Specifically, after three successful turns of conversation between the customer and the bot, the fourth turn always results in the Failure output from the Dialogflow CX Bot Connector node in Architect.

If I end the flow early in Dialogflow (before the fourth turn), I get the Success output as expected. However, this isn't a viable solution because the bot is designed to be more complex and interactive, requiring more than just 3 rounds of communication.

Has anyone else encountered this issue? Is there a configuration I might be missing-either on the Genesys side or in Dialogflow CX-to allow longer interactions?

Any guidance would be appreciated.

Thanks,
Nikola

#DigitalChannels

------------------------------
Nikola Stankovi
Application Development Team Leader
------------------------------