Intermittent error: "Conversation {id} was invalid or could not be found

Platform API
1

Hi,

We are experiencing some intermittent errors everyday that show the following error:

Conversation {conversationId} was invalid or could not be found

I get that this is the error that would occur if the id was not valid, however if I search again for a conversation from this id after the error it will work. Here is our flow for context:

  1. We listen to the following event from an event bridge in AWS.

"detail-type": "v2.analytics.conversation.{id}.metrics",

  1. A lambda fires when an event comes through (call start), and gets the conversation by conversationId.

  2. Conversation details are passed to our CRM.

This usually works just fine without issue, except for maybe 20 minutes each day, almost all users experience errors where point 2 has failed with the error above. After some time, when I re-run the lambda with the failed event, it will work as expected.

I even tried through the developer console to hit the conversations api directly. I've seen it fail a few times and then just started working without changing the request.

The issue appears to be that even though Genesys has served up a conversationId in the event, the conversation itself has not been created. It is possible this is happening? And is there anything that can be done to stop these periods of bulk failures?

2

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