I currently have a fully integrated solution between AWS Lex and the Genesys Cloud Web Messenger. I am currently developing an automation that involves the Lex bot, CloudWatch and S3. I have the bot configured to also use the quick reply buttons for intent switching. I notice that with each intent using the quick reply, Lex creates a new log stream in my log group. With each new log stream, I notice that the JSON data for Lex always displays a new SessionID and UserID. I have spoken with AWS, and they mentioned that this should remain consistent throughout the interaction,
Is it possible that the backend APIs between Genesys and Lex are creating a new Session or User ID when an intent is triggered with the quick reply buttons? My automation depends on the SessionID of the bot and it appears that the only other factor to it changing would be the Web Messenger. Please let me know your thoughts.
Could you show a sample conversationId for this behavior ? Just using quick replies in a lex bot shouldn't affect whether or not a new session gets created. You should be able to switch intents without fulfilling one & ending the Lex Bot action within the Messaging flow.
I have investigated that particular interaction. It appears that after the external message is relayed back to the bot, the bot state is coming back as completed. This causes the Call Lex Bot action to end as the intent has been fulfilled. Then, the Disconnect action runs in the flow. The friendly is for the action is 11.
If any new messages come in, there is another instance of the flow launched. Then, the backend service will create a new session with Lex.
Is it possible that the Wait for user reply checkbox within the intent is unchecked?