Vani_Thadukamadla | 2022-04-18 08:36:29 UTC | #1
Hi, We are facing few issues while integrating with Bot connector. Can someone help us on this.
We are first sending a message to Genesys through Open messaging Inbound API. Genesys is routing the interaction to the message flow. Message flow has a bot connector action which is sending that message to the MS Azure Bot. We are able to receive the message on bot side. Now when Bot tries to reply to the message, interaction goes into the failure path of bot connector action. Here is where we are stuck. Below are the details/format of all the requests and responses we are sending.
Request body for Open messaging inbound API(https://api.{{environment}}/api/v2/conversations/messages/inbound/open):
{ "id": "20220401234", "channel": { "platform": "Open", "type": "Private", "messageId": "202204011234", "to": { "id": "<Integration ID>" }, "from": { "nickname": "TestMessage14", "id": 4645654697, "idType": "Phone", "firstName": "Test", "lastName": "Message14" }, "time": "{{$isoTimestamp}}" }, "type": "Text", "text": "13th April Success 03", "direction": "Inbound" }
Botlist Schema: { "chatBots": [ { "id": "13042022", "name": "CookieOrderBot1304", "versions": [ { "version": "1.0", "supportedLanguages": [ "en-gb" ], "intents": [ { "name": " CookieOrderBot1304", "slots": { "CookieType": { "name": "CookieType", "type": "string" }, "NumofCookies": { "name": "NumofCookies", "type": "integer" } } } ] } ] } ] }
Response from Bot: { "replymessages": [ { "type": "Text", "text": "your cookie is ordered" } ], "intent": " CookieOrderBot1304", "confidence": 0.5, "botState": "COMPLETE", "slotValues": { "slotString": "CookieType" }, "errorInfo": { "errorCode": "200", "errorMessage": "ALL OK" }, "parameters": { "parameter1": "3434343434", "parameter2": "Prepaid" } }
Genesys Reply over support ticket: I tried to search internally, to see if there are any errors with your integration Id I found these messages:
• message:"Inbound httpRequest GET /webhooks/api/v1/integrations/<IntegrationID>'%20not%20found",
• message:"Request resulted in error which was returned to client. [\ • {\ • message: \"id: Invalid value: <Integration ID>'%20not%20found - Error: Argument passed in must be a single String of 12 bytes or a string of 24 hex characters\",\ • code: 'INVALID_PARAMETERS',\ • statusCode: 400,\ • correlationId: 'a3370181-5b8e-4442-b78c-f5110b3d6aa9'\ • url:"/webhooks/api/v1/integrations/<IntegrationID>%20not%20found",
Architect flow:
Can someone help us with this situation and check if the response and botlist schema is configured properly or not. We reached out to support team as well and above is the reply over ticket. Help us know regarding the error.
Vani_Thadukamadla | 2022-04-18 08:37:55 UTC | #2
Hi,
Attaching the configuration screenshot of bot connector.
Thanks Vani
Jerome.Saint-Marc | 2022-04-20 13:40:29 UTC | #3
Hello,
There are two issues/errors in your Response from Bot.
If your bot didn't encounter an error - i.e. processing went ok - do not include the errorInfo structure in your response. "errorInfo" is only to be included in the bot response if an error occurred.
This is what causes the flow to take the failure path.
The second problem is with the "slotValues" you are sending back in your response. The name of the slot is not "slotString". "slotString"and is just described in the bot response schema to show different types of slots (string, integer, ....). In your Botlist schema, you defined that the CookieOrderBot1304 intent contains 2 slots: CookieType (type string) and NumofCookies (type integer). So your bot response should contain slotValues with the same name.
"slotValues": { "CookieType": "chocolate chip", "NumofCookies": 3 },
Regards,
Vani_Thadukamadla | 2022-04-21 07:26:53 UTC | #4
Thank you for looking into this issue. Now it is reaching success path after changing the Response json.
Vani_Thadukamadla | 2022-04-26 07:45:44 UTC | #5
Hi Marc,
We have reached the success path to some point(attached image) but when customer tried to post his number to see the balance then Bot is reaching Failure path .
Here is the error which we are seeing "BotTimeout"
Can you please look into this issue and let us know where to configure the timeout or increase the timeout.
Thanks Vani
Vani_Thadukamadla | 2022-04-26 07:40:24 UTC | #6
Jerome.Saint-Marc | 2022-04-26 12:05:57 UTC | #7
Hello,
What is the postUtterance request and the response from your bot (log), when the customer enters the cellphone number?
That is likely the reason of your error - something that doesn't match in your bot response.
Regards,
Vani_Thadukamadla | 2022-05-06 06:18:41 UTC | #8
Hi Marc,
For the below response we are trying to fetch details from Client database and usually it will take some time to respond back with the details. We are thinking that it is causing the bot to fail with BotTimeout Error. Below is the botlist Schema and response which Genesys is expecting from BOT when customer responds with mobile number. Botlist schema:
{
"chatBots": [ { "id": "", "name": "Zigi Genesys", "versions": [ { "version": "1.0", "supportedLanguages": [ "en-us", "es" ], "intents": [ { "name": "TRANSFERTOAGENT", "slots": { "uuid": { "name": "uuid", "type": "string" } } } ] } ] } ] }
Response from Bot:
{
"replymessages": [{ "type": "Text", "text": "Great! We've sent an OTP via SMS. Do not disclose your OTP to anyone.<br /><br />Please type it in when you get it.<br />1) Resend OTP " } ], "botState": "MOREDATA", "intent": "TRANSFERTOAGENT", "confidence": 1, "slotValues": { "uuid": "XXXXXXXXXXXXXXXXXXXXXX" } }
Could you please look into this below issue and let us know if we can increase any timeout.
Thanks Vani
Jerome.Saint-Marc | 2022-05-06 15:04:54 UTC | #9
Hello,
This timeout is not configurable.
I don't know if this is a timeout issue you are facing as you haven't included traces of the request to the bot and the timestamps (request and response). So I cannot try to reproduce it. We do not have access to customer environment and cannot investigate customer data from the forum. So I'd suggest to open a ticket with Genesys Cloud Customer Care if you need to troubleshot this.
Regards,
system | 2022-06-06 14:18:33 UTC | #10
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