Hello,
My team and I are developing bot with lex, we use a lambda to handle LEX responses, and we have connected Genesys Pure Cloud to the LEX V1 bot.
We're using LEX V1 because Genesys is not ready to use LEX V2 with flow messages.
we have encountered the need to send more than one message for the same event, for example:
- Hello!
- Could you accept the terms and conditions?
It is not possible to do this in LEX V1, but we found a solution by sending the first message via API as a template to genesys and it works (with agentless feature).
The problem is that in some cases, lambda is triggered twice when we use the API to send a template to genesys, we found this case:
- User: Hello!
- Bot: Hello what's your name? (Elicit Slot)
- User: My name is Mark
- Bot: All right Mark (Template)
- Bot: Could you accept the terms and conditions? (Confirm Intent)
In this case, we don't know why, but LEX enters to lambda twice, with the same input transcript. The first for the Elicit Slot response text (that's correct, and then we send the two last messages), and the second with the elicit slot response but as a Confirm intent response (even if the user does not input anything).
This behaviour is breaking the lambda response, so the lambda is returning an error message, because the lambda expects a confirm intent response but recives the name of the user.
I hope I explained well, it is a especific and strange casuistry.