Unexpected Behavior with Phone Number Slot Formatting in Genesys Dialogue Engine Bots
We've run into an unusual behavior with the Genesys Dialogue Engine bots and wanted to check if others have seen the same.
We created a numeric slot (builtin) and tagged it in an intent designed to collect phone numbers. For example, the utterance: "My phone number is 1234567890."
When the bot uses Ask for Intent to collect the phone number, the response is automatically formatted as 123-456-7890. During confirmation, the bot only asks about the last four digits, which isn't ideal.
Interestingly, this doesn't happen with other numeric slots. For instance, when we use a 10‑digit numeric slot for account numbers, the formatting issue doesn't occur. It seems to be specific to slots tagged as phone numbers.
As a workaround, we're currently using the Ask Slot block for phone numbers, which avoids the formatting problem. But we'd like to know:
- Is this a known issue with phone number numeric built-in slots?
- Should we expect similar behavior with other 10‑digit numeric slots in the future?
Any insights or confirmation from the community would be really helpful
#Architect
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Vinaya Mente
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