Genesys Cloud - Main

Hi team,

We are currently experiencing an issue with the Genesys Bot Connector, where it throws a botTimeout error if our bot fails to respond within 10 seconds. In some cases, due to processing or backend dependencies, our bot requires slightly more time to generate a response.

Could you please advise if there is a configuration setting or any recommended approach to increase this timeout limit beyond 10 seconds?

Thanks.

#API/Integrations
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

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Haridass Sarangan
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Hi Haridass,

I believe this limit can be increased to 30 or 60 seconds, but you will need to raise case with Genesys Customer Care to have the limit increased

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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I think it depends on the type of bot: if Genesys bot (Dialog Engine) you can increase the limit; if it is based on 3rd party technology, it is not possible.

There was an idea about this subject: Increase Google Dialogflow and Amazon Lex | Genesys Cloud Ideas Portal. But the current status is: "Future Consideration" (another way to say: "we won't never develop this...").

The problem is even more evident now, if your (external) bot is using LLM to generate the response.

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Giuliano Ferri
Indra Italia
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Original Message:
Sent: 05-16-2025 09:25
From: Samuel Jillard
Subject: Request to Increase Bot Timeout in Genesys Bot Connector

Hi Haridass,

I believe this limit can be increased to 30 or 60 seconds, but you will need to raise case with Genesys Customer Care to have the limit increased

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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