Call Bot Connector action

Prerequisites

Integrations > Integrations > View permission

Use the Call Bot Connector action in Architect messaging flows. This action enables you to integrate the messaging flow with any bot source for processing before it returns intents and slots to Architect. When you use this action, you provide a “bot list.” Architect uses this list to populate fields such as bot name, version, intents, and session variables, and then provides the information from the call to the customer’s bot for processing.

Note: Make sure that you work with a software engineer to develop a translation layer. This layer allows third-party bots to communicate with Genesys Cloud APIs.

Name

Description

Name field

Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

Bot Input Text

Enter the text that you want to send to the bot. The default input text is Message.Message.Body.

Follow-up Response Timeout

The bot can retrieve follow-up information from the user. Here, enter the amount of time the bot waits for the user’s reply.

The default response timeout is 12 hours, and the minimum allowable value is 0 seconds. The system considers a NOT_SET or negative duration as immediate.

Note: The follow-up response timeout applies to each customer response. Each time the customer responds and then receives another prompt from the bot, the timeout resets.

For example, if the bot asks, “What is your preferred date,” it waits up to 12 hours for a customer response. If the customer responds with a date within the 12-hour time frame and the bot replies, “Thank you, do you have an alternate choice,” then the flow restarts the timeout. The flow waits another 12 hours for the response about an alternate date.

Bot Integration

The name of the bot integration you want to use in the flow.

Bot Name

The name of the bot to call within the message flow.

Bot Version

The specific version of the bot you want to use. This version is the alias specified in the provided bot list that points to a specific version of a bot.

Session Variables

The information that you can pass into the bot. Enter the name of the variable and a value to assign. You can add multiple variables, and you can reorder them.

Most commonly, use session variables for bots that start the bot connector with the completed intent. This process ensures that the bot connector receives the necessary context for which to perform its operations.

Intents

The options that appear in this section reflect the logic configured in the bot. Each intent represents an action to perform. For example, book a hotel (BookHotel) or order flowers (OrderFlowers). Each intent path matches an output path for the Call Bot Connector action in the task editor.

Below each intent, Architect displays the configured bot slots, or data the user must provide to fulfill the intent. Using the BookHotel intent as an example, the slots could include location, check-in date, room type, and number of nights. If the user chooses the BookHotel path, then the bot provides the slots associated with that path.

Failure Outputs

Select the variables to which you want to assign the failure data values that the bot returns.

Variable	Value
errorType	FeatureNotEnabledError: The Call Bot Connector action is not available for the organization. InternalServerError: An unexpected error occurred during the Call Bot Connector action processing. Typically, the received response is in an invalid format. Contact Genesys Cloud Customer Care. NoInputError: The Call Bot Connector action timed out without any user input. NoMatchError: The user input that the bot received did not match any grammar elements. VersionMismatchError: Received success from the bot, but a mismatch occurred. For example, the returned intent did not match any intents configured with the action. Reload the flow and republish it.
errorMessage	A non-localized message. This string variable can be empty or NOT_SET.

Note: To expand or collapse the list of variables, click the arrow next to Failure Outputs.

Configure success and failure paths

Name	Description
Intent output path or paths	Configure a matching output for the intent. This path indicates that the action successfully communicated with its external endpoint and received a result. All bot output variables are string types. Drag the appropriate action below the intent path that follows the route you want the interaction to take.
Failure output path	This path indicates that an error occurred while running the action or there was a problem processing the results. Note: If the network experiences connectivity issues, the action automatically takes this failure path. Drag the appropriate action below the Failure path that directs the route you want the interaction to take. For example, a transfer action to send the interaction to an agent for assistance.