Suren | 2021-06-06 12:57:56 UTC | #1
Hi,
I am trying to integrate a custom bot in the Architect flow. I am trying to configure Genesys bot connector (Integration) and I configured it successfully. However from architect, I don't see the configured bot when I try to add the task (call bot) via toolbox->bots.
Is there any documentation available for configuration apart from the PureCloud BYOB API spec doc?
Thanks, Surendar Suyamprakasam
Jerome.Saint-Marc | 2021-06-09 15:20:37 UTC | #2
Hello,
I don't have a recent version of the Bot Connector API/Specs and I haven't played with Bot Connector yet (will try next week).
But I am thinking of 2 possible things (I don't know if you did this or not):
The action to invoke in the Architect flow is "Call Bot Connector". It is only available in Inbound Message Architect flows (not supported on Inbound Chat flows). "Call Bot Flow" relates to the Genesys Dialog Engine Bot Flows.
After you create the Bot Connector integration and activate it, you need to push the list of bots and versions (related to your botConnector integration) to Genesys Cloud. This is done using PUT /api/v2/integrations/botconnector/{integrationId}/bots - to set a list of botConnector bots plus versions for this integration.
Regards,
Suren | 2021-06-11 06:29:30 UTC | #3
Hi Jerome,
Thanks for the reply. I have created an architect in inbound message flow and configured "Call bot connector". As you suggested added the bot info by using the API. When I send message it is not calling the exposed bot API which I exposed to internet and configure it in the integration postUtterance. It didn't reach my service. Am I missing something here?
Thanks, Surendar Suyamprakasam
Jerome.Saint-Marc | 2021-06-11 09:32:31 UTC | #4
Hello,
Without knowing what you have set in your bot and in your flow, how your web services is exposed and what it does, it is difficult to say. We don't have access to customer data (I mean customer environments) on this forum.
One thing I can think of is if your web service (I mean the Bot Connector "server") is not exposed over https (using 443 default port, and a valid certificate for your web services host).
If this is already what you are doing, I would suggest to open a ticket with Genesys Care so they can investigate. As said above, we can't investigate customer data/environments on this forum.
Regards,
Suren | 2021-06-14 11:47:53 UTC | #5
Hi Mark,
Thanks for the reply. I didn't expose my API with https. Now I do see the request reaches my service. However I am getting 415 MediaType not supported error. In my API, I am accepting Media Type as application/json. I am receiving empty contentType. Any idea on this?
Jerome.Saint-Marc | 2021-06-14 13:31:13 UTC | #6
Hello,
I just checked in an internal chat room and I think there is a known issue (resolution not in production at this stage) regarding missing Content-Type on the HTTP request. The 415 error is likely because the Content-Type: application/json is not positioned/set on your HTTP Response back to Genesys Cloud.
I don't know what language/framework you are using - but try to "override"/force set Content-Type header and value ("application/json") on the request (so that your response will include application/json), or force the Content-Type header (application/json) on the response.
Regards,
Suren | 2021-06-14 15:05:49 UTC | #7
Hi Marc,
Thanks for the quick reply. I am using Java and Spring boot. It is a restful WebService. Actually, the error is because of the request from Genesys cloud to our bot API which doesn't have the content type in the request header. Since, it is empty the exception handler sends 415 unsupported MediaType exception.
I have couple of questions now.
- Request from Genesys to bot does not have the contentType header. ETA for this fix? this could be the reason for 415 issue.
- What is the Accept type of Genesys, so that I can set the expected MediaType in the response header to Genesys.
Regards, Surendar Suyamprakasam
Jerome.Saint-Marc | 2021-06-14 17:21:35 UTC | #8
Hello,
- Request from Genesys to bot does not have the contentType header. ETA for this fix?
I have raised the question internally. I will update the post when I get an answer. EDIT: If all goes well, the fix should be there in 24/48 hours.
this could be the reason for 415 issue.
Yes. That's what I meant. It is most certainly the reason of the 415 response.
- What is the Accept type of Genesys, so that I can set the expected MediaType in the response header to Genesys.
Genesys Cloud expects Content-Type application/json for the HTTP response (json based response body from your server back to Genesys Cloud).
I am not familiar with java and Spring Boot but I assume this corresponds to produces=MediaType.APPLICATIONJSONVALUE
Until the problem is solved (on our side), I don't know if you have a way to allow missing content-type on your web service (no definition for consumes?)
Regards,
Jerome
Jerome.Saint-Marc | 2021-06-14 17:20:18 UTC | #9
If all goes well, the fix should be there in 24/48 hours.
Suren | 2021-06-17 09:06:30 UTC | #10
HI Jerome,
Is there any update on this fix?
Thanks, Surendar Suyamprakasam
Jerome.Saint-Marc | 2021-06-17 09:33:13 UTC | #11
I think the fix was approved yesterday evening. I don't know if it's been deployed yet.
It doesn't seem to be deployed yet in the region where my bot connector is (us east).
I think your environment is in EU-Central (Frankfurt - mypurecloud.de). I don't know if it's available there yet or not. Have you tried/Can you try?
I will ask PM/Engineering tonight to know what the status is.
Regards,
Jerome.Saint-Marc | 2021-06-17 17:09:00 UTC | #12
An issue was detected (several changes/fixes were part of this update). So it has not been deployed to production yesterday. Engineering is working on it and will let me know when this is pushed to production. And I'll update this post then.
Regards,
Suren | 2021-06-18 10:05:03 UTC | #13
Okay Jerome. We are manage to send response from our bot connector service to genesys cloud.
Response to genesys cloud { "replymessages": [ { "type": "Text", "text": "Hi,I am virtual assistant", "content": [ { "contentType": "Structured", "quickReply": { "text": "<div onclick=\\\"window.inqFrame.Application.sendVALinkClicked(event);\\\">Hi,I am virtual assistant</div>" } } ] } ], "botState": "COMPLETE", "intent": "success", "parameters": { "htmlResponse": "<div onclick=\\\"window.inqFrame.Application.sendVALinkClicked(event);\\\">Hi,I am virtual assistant</div>" }, "additionalProperties": true }
The same has not been received in webmessaging API response. Following is the response { "type": "message", "class": "StructuredMessage", "code": 200, "body": { "text": "Hi,I am virtual assistant", "direction": "Outbound", "id": "6f4297a02a92a4adafd8901dc39ba3f5", "channel": { "time": "2021-06-18T09:29:40.665Z", "type": "Private" }, "type": "Text", "content": [] } }
My requirement is somehow I need to send data to web messaging api response which is not in the part of replymessage text. Say for an instance I want to send quick reply text as response to client (webmessaging response).
Jerome.Saint-Marc | 2021-06-18 14:50:12 UTC | #14
Hello,
It is not possible at this stage.
1 - At this time, only replymessages of type Text are supported end-to-end. Note that web messaging, open messaging and bot connector are still under beta. Development is still on-going.
2 - Your replymessage is of type Text, so Genesys Cloud expects a text attribute in the response. The content attribute is meant for replymessage of type Structured, which is not supported end-to-end at this stage. So most likely, Genesys Cloud ignores the content attribute in your Bot Response.
3 - parameters are supported in Bot request and in Bot Response. These list of parameters relate to the Session Input and Output parameters that you set in your Call Bot Connector action, in an Architect flow. They are not meant to be automatically transmitted to the guest/customer (over web messaging API, over Open Messaging API, ...). The purpose is for an Architect flow to be able to send parameters to the bot (Session Input parameters in Architect Call Bot Connector action -> parameters in the Bot Request), and to receive some parameters back that can be leveraged in the Architect flow (Session Output parameters in Architect Call Bot Connector action <- parameters in the Bot Response).
Regards,
balakrishnan | 2021-06-22 07:12:26 UTC | #15
Hi Jerome, I understand that the extra parameters sent from the bot connecter will be stripped in Web messaging API.
- Can we access the extra parameter in the Architect flow.If yes,How can we access.
- Can we replace the response with another response from parameter in architect flow
Thanks, BalaKrishnan Rangasamy
Jerome.Saint-Marc | 2021-06-23 07:49:50 UTC | #16
Hello,
- Can we access the extra parameter in the Architect flow.If yes,How can we access.
Yes, that's the purpose of the parameters in a Bot Response (HTTP Response from Bot Server to Genesys Cloud) as I mentioned in my previous answer. In a Call Bot Connector action, under "Session Variables - Outputs", define an output with a Variable Name which matches the name of the parameter you are sending in your response. In the message extract you had provided, this would correspond to "htmlResponse". You can then associate it with an Architect variable, that you can then leverage in your Architect flow.
- Can we replace the response with another response from parameter in architect flow
No, it is not possible to replace the response coming from the bot.
As a side comment, I am currently out of office (I will be away for the next 2 weeks). So if you have other questions, I would suggest to create a new post/thread so people can see there is a pending question.
Regards,
Jerome.Saint-Marc | 2021-06-24 15:38:12 UTC | #17
Hello,
I have been told that the fix on the missing Content-Type (in the HTTP/Bot Request) should be in production now. It was pushed to production Monday/Tuesday this week.
Regards,
Lorena_Chavez | 2021-06-29 20:10:17 UTC | #18
Hello,
I was researching how to integrate a third party voice bot with genesys and I found this option "https://help.mypurecloud.com/articles/configure-the-genesys-bot-connector-integration/" but it is still a feature not available in my organization's region. Does anyone know when it will be available for Americas (US East)? and another option to achieve this type of integration?
Jerome.Saint-Marc | 2021-07-07 13:55:33 UTC | #19
Hello,
The Genesys Bot Connector integration is still in beta and is only for Message media type (Web Messaging, SMS, FB/TW/...) at this time (voice bot integration is not available at this time).
If you still want to integrate a 3rd party chat/text bot, you can get in touch with your Genesys sales/account team and tell them to request access for your environment to Bot Connector beta + possibly Web Messaging beta (to make it easier to test as it is not available for regular WebChat). If it is accepted, then, the necessary products/licenses will be enabled in your Genesys Cloud org and you should then have access to this Bot Connector integration.
Regards,
Lorena_Chavez | 2021-07-07 15:41:27 UTC | #20
Hi @Jerome.Saint-Marc,
Thanks for your answer. Maybe you know, if there is any way to integrate a voice bot with GENESYS? but it is a different voice bot from Dialogflow or Amazon LEX
I'll wait for your comments.
Regards, Lorena
Jerome.Saint-Marc | 2021-07-07 15:42:52 UTC | #21
There is something tentatively planned later this year (I don't have more details). But from what I know, nothing available at this time (no on-going beta yet).
Regards,
system | 2021-08-07 15:42:53 UTC | #22
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