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Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi Harisankar,

Regarding your "step 2" being successful, I don't think there is any way for it to "fail". There is no failure exit from the "Get Participant Data" component.

It will always move forward, whether it found the Participant Data or not.

Where does that Participant Data come from? (What creates it?), because you should investigate why it's sometimes available and sometimes not.

Also, instead of using only "1 second of delay", you could build a loop to Get that Participant Data, then use the delay, and before leaving the Loop you should check if the variable is different from NOT_SET.
If it is, you should run the loop again, until it has the value you expect.

Also, you should change your flow to not run the action that is causing the failure if the variable is NOT_SET.

I can't actually see the action that is causing the failure, otherwise I could try to help with more details on what you should change. But basically you should avoid doing whatever is causing the failure if the variable is NOT_SET... For that you could simply follow a different path on a decision, or you should change the value of the variable to have a default value that isn't NOT_SET.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi,
when using blank audio for a delay, it's important to know/remember that audio is queued and not played immediately.
This also applies to audio in the Initial Greeting in inbound call flows. 
In inbound / in-queue call flows, the Flush Audio action can be used to force queued audio to be played.

As this is not available in bot flows, some of the other actions which trigger queued audio to be played could be used:

Collect Input actions
Call Data and Call Secure Data actions
Call Bot Flow actions and third-party bot actions (e.g., Dialogflow, Lex, Nuance)
Detect Silence and Play Audio On Silence actions
Hold Music action
Transfer actions
Disconnect and Return to Agent actions
When entering the first new Task or Menu after a Set Language action

In your case a task with Set Language might do the trick. Or a Menu or any action which expects 
 user input with minimized timeout. 

------------------------------
Christian Karpp
Principal Implementation Consultant

Original Message:
Sent: 09-17-2025 14:42
From: Marcello Jabur
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi Harisankar,

Regarding your "step 2" being successful, I don't think there is any way for it to "fail". There is no failure exit from the "Get Participant Data" component.

It will always move forward, whether it found the Participant Data or not.

Where does that Participant Data come from? (What creates it?), because you should investigate why it's sometimes available and sometimes not.

Also, instead of using only "1 second of delay", you could build a loop to Get that Participant Data, then use the delay, and before leaving the Loop you should check if the variable is different from NOT_SET.
If it is, you should run the loop again, until it has the value you expect.

Also, you should change your flow to not run the action that is causing the failure if the variable is NOT_SET.

I can't actually see the action that is causing the failure, otherwise I could try to help with more details on what you should change. But basically you should avoid doing whatever is causing the failure if the variable is NOT_SET... For that you could simply follow a different path on a decision, or you should change the value of the variable to have a default value that isn't NOT_SET.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi,
when using blank audio for a delay, it's important to know/remember that audio is queued and not played immediately.
This also applies to audio in the Initial Greeting in inbound call flows. 
In inbound / in-queue call flows, the Flush Audio action can be used to force queued audio to be played.

As this is not available in bot flows, some of the other actions which trigger queued audio to be played could be used:

Collect Input actions
Call Data and Call Secure Data actions
Call Bot Flow actions and third-party bot actions (e.g., Dialogflow, Lex, Nuance)
Detect Silence and Play Audio On Silence actions
Hold Music action
Transfer actions
Disconnect and Return to Agent actions
When entering the first new Task or Menu after a Set Language action

In your case a task with Set Language might do the trick. Or a Menu or any action which expects 
 user input with minimized timeout. 

------------------------------
Christian Karpp
Principal Implementation Consultant

Original Message:
Sent: 09-17-2025 14:42
From: Marcello Jabur
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi Harisankar,

Regarding your "step 2" being successful, I don't think there is any way for it to "fail". There is no failure exit from the "Get Participant Data" component.

It will always move forward, whether it found the Participant Data or not.

Where does that Participant Data come from? (What creates it?), because you should investigate why it's sometimes available and sometimes not.

Also, instead of using only "1 second of delay", you could build a loop to Get that Participant Data, then use the delay, and before leaving the Loop you should check if the variable is different from NOT_SET.
If it is, you should run the loop again, until it has the value you expect.

Also, you should change your flow to not run the action that is causing the failure if the variable is NOT_SET.

I can't actually see the action that is causing the failure, otherwise I could try to help with more details on what you should change. But basically you should avoid doing whatever is causing the failure if the variable is NOT_SET... For that you could simply follow a different path on a decision, or you should change the value of the variable to have a default value that isn't NOT_SET.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

@Christian Karpp – I tried adding the "Set Language" step, but unfortunately it didn't resolve the issue. The same error continues to appear.

I tested it both ways-placing "Set Language" before and after the 1-second blank-but saw no difference in the outcome.

Hi,
when using blank audio for a delay, it's important to know/remember that audio is queued and not played immediately.
This also applies to audio in the Initial Greeting in inbound call flows. 
In inbound / in-queue call flows, the Flush Audio action can be used to force queued audio to be played.

As this is not available in bot flows, some of the other actions which trigger queued audio to be played could be used:

Collect Input actions
Call Data and Call Secure Data actions
Call Bot Flow actions and third-party bot actions (e.g., Dialogflow, Lex, Nuance)
Detect Silence and Play Audio On Silence actions
Hold Music action
Transfer actions
Disconnect and Return to Agent actions
When entering the first new Task or Menu after a Set Language action

In your case a task with Set Language might do the trick. Or a Menu or any action which expects 
 user input with minimized timeout. 

------------------------------
Christian Karpp
Principal Implementation Consultant

Original Message:
Sent: 09-17-2025 14:42
From: Marcello Jabur
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi Harisankar,

Regarding your "step 2" being successful, I don't think there is any way for it to "fail". There is no failure exit from the "Get Participant Data" component.

It will always move forward, whether it found the Participant Data or not.

Where does that Participant Data come from? (What creates it?), because you should investigate why it's sometimes available and sometimes not.

Also, instead of using only "1 second of delay", you could build a loop to Get that Participant Data, then use the delay, and before leaving the Loop you should check if the variable is different from NOT_SET.
If it is, you should run the loop again, until it has the value you expect.

Also, you should change your flow to not run the action that is causing the failure if the variable is NOT_SET.

I can't actually see the action that is causing the failure, otherwise I could try to help with more details on what you should change. But basically you should avoid doing whatever is causing the failure if the variable is NOT_SET... For that you could simply follow a different path on a decision, or you should change the value of the variable to have a default value that isn't NOT_SET.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi Harisankar,

Regarding your "step 2" being successful, I don't think there is any way for it to "fail". There is no failure exit from the "Get Participant Data" component.

It will always move forward, whether it found the Participant Data or not.

Where does that Participant Data come from? (What creates it?), because you should investigate why it's sometimes available and sometimes not.

Also, instead of using only "1 second of delay", you could build a loop to Get that Participant Data, then use the delay, and before leaving the Loop you should check if the variable is different from NOT_SET.
If it is, you should run the loop again, until it has the value you expect.

Also, you should change your flow to not run the action that is causing the failure if the variable is NOT_SET.

I can't actually see the action that is causing the failure, otherwise I could try to help with more details on what you should change. But basically you should avoid doing whatever is causing the failure if the variable is NOT_SET... For that you could simply follow a different path on a decision, or you should change the value of the variable to have a default value that isn't NOT_SET.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

You can also check the participant data "ANI" where it is originally set. Just ensure that everwhere you set this value, it is all uppercase as ANI, because you are trying to find "ANI" and any as far as I know the get-participant-data step is case sensitive.

And as Maecello mentioned, the first thing to check is all the flows from where the bot is called from and to check if the ANI is set correctly there. Make sure you use set-participant-data step correctly, as sometimes we may make a mistake of using update-data step to set a variable and mistakenly think we have set the participant-data, happened to me a few times. 

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

The other thing you can consider instead of Participant Data is to create variables with Option of Input to Flow. When you call the bot flow you can pass on these variables rather than using Get and Set Participant Data. As mentioned it is still possible to have no data so you can either check beforehand, set a default value in the variable, or check afterwards before processing too far. You can then also check in the Execution history of the data passed when executing the bot flow.

You can also check the participant data "ANI" where it is originally set. Just ensure that everwhere you set this value, it is all uppercase as ANI, because you are trying to find "ANI" and any as far as I know the get-participant-data step is case sensitive.

And as Maecello mentioned, the first thing to check is all the flows from where the bot is called from and to check if the ANI is set correctly there. Make sure you use set-participant-data step correctly, as sometimes we may make a mistake of using update-data step to set a variable and mistakenly think we have set the participant-data, happened to me a few times. 

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

You can also check the participant data "ANI" where it is originally set. Just ensure that everwhere you set this value, it is all uppercase as ANI, because you are trying to find "ANI" and any as far as I know the get-participant-data step is case sensitive.

And as Maecello mentioned, the first thing to check is all the flows from where the bot is called from and to check if the ANI is set correctly there. Make sure you use set-participant-data step correctly, as sometimes we may make a mistake of using update-data step to set a variable and mistakenly think we have set the participant-data, happened to me a few times. 

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

@Vineet Kakroo - This issue occurs sporadically, so it's definitely unrelated to the set-participant-data functionality or any case sensitivity concerns.

You can also check the participant data "ANI" where it is originally set. Just ensure that everwhere you set this value, it is all uppercase as ANI, because you are trying to find "ANI" and any as far as I know the get-participant-data step is case sensitive.

And as Maecello mentioned, the first thing to check is all the flows from where the bot is called from and to check if the ANI is set correctly there. Make sure you use set-participant-data step correctly, as sometimes we may make a mistake of using update-data step to set a variable and mistakenly think we have set the participant-data, happened to me a few times. 

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

Support should be able to look at the Edge logs and see if there is any more info than shows up in the Execution Data when replayed in Architect (especially since Execution Data cannot see the participant data itself)

@Vineet Kakroo - This issue occurs sporadically, so it's definitely unrelated to the set-participant-data functionality or any case sensitivity concerns.

You can also check the participant data "ANI" where it is originally set. Just ensure that everwhere you set this value, it is all uppercase as ANI, because you are trying to find "ANI" and any as far as I know the get-participant-data step is case sensitive.

And as Maecello mentioned, the first thing to check is all the flows from where the bot is called from and to check if the ANI is set correctly there. Make sure you use set-participant-data step correctly, as sometimes we may make a mistake of using update-data step to set a variable and mistakenly think we have set the participant-data, happened to me a few times. 

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

Hello!
I use it and I have no problems. Did you try to evaluate with a conditional if you obtained the data and if not, try again just for that data? In this way we can verify if it is something particular with that case or if it is random.
------------------------------
Marek Pietrzik
.

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hello!
I use it and I have no problems. Did you try to evaluate with a conditional if you obtained the data and if not, try again just for that data? In this way we can verify if it is something particular with that case or if it is random.
------------------------------
Marek Pietrzik
.

Original Message:
Sent: 09-17-2025 12:30
From: Harisankar Thangavelu
Subject: "Get Participant Data" Not Retrieving Info in Dialog Bot Flow

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!

#Architect

------------------------------
Harisankar Thangavelu
------------------------------

Hi everyone,

I've recently started encountering an issue with the "Get Participant Data" step in my Dialog Bot Flow. Occasionally, it fails to retrieve the participant information, yet the bot continues to the next step as if it succeeded. This causes problems because the bot variables remain set to NOT_SET, which affects downstream logic.

To mitigate timing issues, I've added a 1-second wait before calling "Get Participant Data"-assuming it would give enough time for the participant data to be available after transitioning from the inbound call flow. However, the issue still persists intermittently.

Has anyone else experienced similar behavior? Any guidance or best practices on how to resolve or work around this would be greatly appreciated.

Thanks in advance!