Genesys Cloud - Main

We are developing a customer support Agentic Virtual Agent, and after some tests have found that long conversations cause an unexpected error to occur, after about 7 turns that trigger either a tool call or a knowledge base call a nondescript error message appears and the conversation cannot continue further.

We know that this is not triggered by the genesys rate limit as that error is different, and we know it isn't related to our tool as it is also present in conversations that only have access to a genesys knowledge base.

Is there a different rate or token limit that we are hitting? Is there somewhere to check the logs generated during the conversation?

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

------------------------------
Diego Prada
------------------------------

Hi Diego

I don't know much about this feature yet, but see if is shown in the "Operating Console".

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Hi Diego,

This one could be related to number of turns allowed in session - 

user.preview.session.turn.requests.per.minutesession.turn.requests.per.minutepreview.session.turn.requests.per.minute

You will need to reach out to support to increase it for you.

------------------------------
Jyoti Sharma
Senior Design Consultant
------------------------------

Hi Diego, may I ask what was the outcome of your ticket and if you got this working? I think I may be experiencing a similar issue. Thanks, Marian

------------------------------
Marian OConnell
Senior Product Expert
------------------------------