Random "NoMatchError" for Bot Connector Responses

[Robin_Kranich]

Hello,

we're building an integration with your Bot Connector API and were able to set up an automated response mechanism through our platform.

The setup consists of a "web messenger" connected to an "inbound message flow" that immediately triggers a "call bot connector" node which forwards inputs to us.

In our scenarios, we want to forward the session to our bot for a couple of inputs until we're able to gather some required data from the user, then "complete" the bot session with a "Success" intent and additional parameters that are then consumed in the architect flow.

We're always sending a "Success" intent with a confidence of 1 with every response and rely on the "parameters" option in the "botState: COMPLETE" response to pass conversation results to Genesys.

We're able to receive messages in our platform and our responses get rendered in the web messenger, however, at some occasions, the bot connector session will "break" after a response. The "failure" branch of the "call bot connector" node gets executed and we're getting a "NoMatchError" saying "The bot session has failed", with no further information.

Our responses are shaped like this:

{
    "replymessages": [
        {
            "type": "Text",
            "text": "Hello there!"
        }
    ],
    "parameters": {},
    "intent": "Success",
    "confidence": 1,
    "botState": "MOREDATA"
}

From our experience, even if we hardcode our platform to return that response to a request and send a couple of user messages through the web messenger, we have a ~30% chance that the bot session will break after the response. The side-effect of this is that the bot session is interrupted prematurely, breaking the end-to-end user experience.

Since the same response to the same request has no predictable outcome, we assume that this may be a bug in the bot connector API.

[Jerome.Saint-Marc]

Hello,

Can you please provide the genesys cloud region and orgIdwhere you have run this test?
And if you can also possibly provide the conversationId of this web messaging conversation?

Regards,

[dilek_imseytoglu]

@Jerome.Saint-Marc Robin has some connection issues.

Here the info:

Organization Id: 6db82575-3d4a-4778-8158-bd4478dad1f8
Organization region: eu-central
Conversation Id of session 1: 394a473d-5f7e-495b-867f-bf3d719c7e7a
Conversation Id of session 2: 1c786ed6-d24a-4f9f-9e2e-5d39d4b39e81

[Jerome.Saint-Marc]

@dilek_imseytoglu You have posted the same conversationIds in your two posts.
Which one is related to the random error question and which one to the multiple input question?

[Jerome.Saint-Marc]

I have shared this info with engineering. But it would be good if you could specify which conversationId corresponds to which question/problem. This will make things easier.

[Robin_Kranich]

@Jerome.Saint-Marc is there an update regarding the issue?
I tried to recreate individual sessions for each issue, but unfortunately I'm having trouble logging into the genesys UI, resulting in an "App Initialization Error":

I tried using Edge/Firefox in regular and incognito tabs, but had no luck.
However, the linked conversations were held to showcase the problems we mentioned, so there's not much "unrelated conversation" to filter out anyways.

[Jerome.Saint-Marc]

Hello,

For your Genesys Cloud Web app issue, just make sure to logout, close your browser and clean cookies, and login again.

"However, the linked conversations were held to showcase the problems we mentioned, so there's not much "unrelated conversation" to filter out anyways."
When you ask someone to troubleshoot something, it is easier/better if you try to have a single issue occurring in a conversation rather than several (trying to interpret from logs what you have been doing). Given you said you could easily reproduce this problem ("we have a ~30% chance that the bot session will break after the response"), I thought that would be easy. But apparently not....

I don't have update from engineering. The person is out of office this week.
What I would recommend is to open a SERVOPS ticket (the Developer Forum is not a support site with tickets and SLAs) for each of this issue. Send me the ticket number and I will forward it to the engineer.
You now have access to SERVOPS (Ankita requested some access/accounts last week).

Regards,