Genesys Cloud - Main

Hi Team,

Good day everyone,

While designing an Agentic Virtual Agent, I noticed a limitation in the current error-handling configuration.

For example, I have one Data Action that creates a customer record and may return a 404 (Not Found) error. I also have another tool that performs a customer lookup against a different server, which can independently return the same 404 (Not Found) error.

Although both tools can generate the same error code, the current AVA design allows a specific error code to be configured for only one tool. As a result, the system does not permit using error code 404 across multiple tools, even when the errors originate from different sources and require separate handling.

Could you please confirm if this is the expected behavior? If so, is there any recommended approach or workaround to handle identical error codes across different tools?

Thank you.

#AIConfiguration
#ConversationalAI(Bots,VirtualAgent,etc.)

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Yogesh Mungekar
(GCX-ARC, GC-GCP)
I mostly available in IST time
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Hello Yogesh

This is what I found on the Genesys center regarding tool setup for AVA - https://help.genesys.cloud/articles/set-up-tools-for-an-agentic-virtual-agent/

Not sure if you can perhaps try to remap it at the data action layer.

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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