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  • 1.  LEX Bot Integration - Callback Timeout

    Posted 10-17-2023 03:41
    No replies, thread closed.

    Hello,

    We are developing a bot in Genesys that is integrated with LEX and also with a lambda.

    We have all the logic in lambda and there we send the responses to Genesys (we are not sending any response in Genesys).

    Sometimes we need to query some data in our Saleforce CRM and we are having problems with some huge queries that are taking longer than they should.

    In those cases, the code still working but Genesys returns this error:
    "BotTimeout - The bot session has failed"

    The query process takes 10/20s aproximately, we don't know what is the default timeout when calling a LEX bot but we are wondering if it is possible to edit the call LEX bot timeout configuration.


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Olalla Iglesias
    Zurich Insurance PLC Sucursal en Espana
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  • 2.  RE: LEX Bot Integration - Callback Timeout

    Posted 10-21-2023 23:18
    No replies, thread closed.

    Are you setting the Idle Session Timeout in the Amazon Lex V2 Console?  That is what should keep the session open with Genesys when a user is connected.  One thing you could try is to do that lookup in Genesys and then pass the information over Lex when you engage the bot as a variable.  You might try building that bot in Genesys Dialog Engine as well so see if there is a difference in performance.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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