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Kore.ai and Genesys Cloud Chat Integration – Bot Not Responding & Routed to Failure Path

  • 1.  Kore.ai and Genesys Cloud Chat Integration – Bot Not Responding & Routed to Failure Path

    Posted 08-01-2025 15:11
    Edited by Adesh Jadhav 08-02-2025 07:38

    Hi Community,

    I'm integrating a Kore.ai chatbot with Genesys Cloud using the Genesys Chat channel, following the official documentation:
    🔗 https://docs.kore.ai/xo/channels/add-genesys-chat-channel/

    When I attempt to interact with the bot through the Genesys Cloud flow, I encounter the following issues:

    • The bot does not respond or connect.

    • The "Call Bot Connector" block in the Genesys flow is routed to the failure path.

    • Error received: InternalServiceError.

    Has anyone else faced this issue or have any suggestions on how to resolve it?

    Any help would be greatly appreciated.


    #Architect
    #WebMessaging

    ------------------------------
    Adesh Jadhav
    NA
    ------------------------------



  • 2.  RE: Kore.ai and Genesys Cloud Chat Integration – Bot Not Responding & Routed to Failure Path

    Posted 08-04-2025 09:53

    Hello,

    I would suggest to contact Kore.ai support. They should be able to help you troubleshoot based on what they see on their end (on their side).

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


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