Lloyd | 2022-11-17 06:35:42 UTC | #1
Because NZ does not have native SMS, we have developed a SMS Broker service using the Open Messaging API to a SMS provider.
Most of the messages are working fine, but we have noticed that there have been a few failed messages.
We are calling the postConversationsMessagesAgentless endpoint, and ALL are getting a 200 response with the expected body, e.g.:
{ "id": "8dcdfb4e10e571b8f0bc51d814bfeef6", "conversationId": "309b07f6-eaf0-4fb9-91df-757cc8659211", "fromAddress": "ed193c87-afe4-474c-b5b0-3324d0875396", "toAddress": "+64XXXXXXXX", "messengerType": "open", "textBody": "XXXXXXXXXXXXXXXXXX" }
The textBody is templated, so common text with the recipients name & email address added in. So they are essentially identical between successful & failed messages
- So nothing jumps out as a formatting issue
The Genesys UI does not show any issues with the messages - So no indication of failure is shown at all. We only noticed it because they were not in the external SMS providers reports & went looking.
However when you view the conversation data, you can see the error information for the failed message
"errorInfo": { "message": "Message delivery failed with the following payload: [GeneralError - Message was rejected by outboundNotificationWebhookUrl]", "code": "DELIVERY_FAILED", "messageWithParams": "Message delivery failed with the following payload: [{errorPayload}]", "messageParams": { "errorPayload": "GeneralError - Message was rejected by outboundNotificationWebhookUrl" }, "details": [], "
From reviewing the failed messages, there are 2 types of errors seen
- InvalidMessageStructure - Request failed with status code 400
- GeneralError - Message was rejected by outboundNotificationWebhookUrl
I know if the webhook is successfully called, but we respond to it with a 40x response, then the message will actually show up in the Genesys UI/transcript with a red exclamation mark clearly indicating the message wasn't sent.
- However, because it is failing on the Genesys side, no webhook is called for us to respond to.
So, my questions are:
1. Should these message failures be reflected in the Genesys UI? 2. Is there any way of troubleshooting/understanding these 2 error messages 3. We have this service in multiple customers, but only 1 has this issue - Should I raise a Support case request for their org as something peculiar to them ?
Thanks Lloyd
system | 2022-12-18 06:36:30 UTC | #2
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