Call Lex Bot action


Use the Call Lex Bot action to run self-service applications within a flow before or instead of routing a customer to an agent. Use this action in inbound, in-queue, and outbound call flow types, and also in inbound message and inbound chat flows.

Notes:
  • Before the Call Lex Bot action appears in Architect, first obtain the Amazon Lex integration from the Genesys AppFoundry. Then, configure it in PureCloud and create a Lex bot in the AWS console. For more information, see About the Amazon Lex integration.
  • Changes you make to a Lex bot or an alias in the AWS console can take a few minutes to appear in Architect.
  • This action is not available in inbound email flows.


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.
Starting Audio Opens the Audio Sequence dialog box, where you can select a pre-recorded prompt, configure text-to-speech, or define other actions to prompt the caller.
Bot Name

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

Bot Alias

The specific version of the Lex bot you want to use. This version is the alias you create in the AWS console that points to a specific version of a bot.

Session Variables

Information that you can pass into the Lex 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 an AWS Lambda Function with the completed intent. This process ensures that the AWS Lambda receives the necessary context for which to perform its operations.

Intents

The options that appear in this section reflect the logic configured in the Lex 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 Lex Bot action in the task editor.

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

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Lex bot.

Data value Variable
errorType
  • FeatureNotEnabledError: The Call Lex Bot action is not available for the organization.
  • InternalServerError: An unexpected error occurred during the Call Lex Bot action. Typically, the received response is in an invalid format. Contact PureCloud Customer Care.
  • NoInputError: The Call Lex Bot action timed out without any user input.
  • NoLexBotResourceError: The Lex bot response does not include accessible intents.
  • NoMatchError: The user input that the Lex bot received did not match any grammar elements.
  • VersionMismatchError: Received success from the Lex 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 Lex bot output variables are string types.

Drag the appropriate action below the Found path that follows the route you want the interaction to take. For example, you could add a Play Audio action that reads back the entered booking information.

To learn more information about them, click the help button next to each intent or slot.

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 and direct the route you want the interaction to take. For example, a transfer action to send the caller to an agent for assistance. 


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 Lex bot. The default input text is Message.Message.Body.
Follow-up Response Timeout

The Lex bot may retrieve follow-up information from the user. Here, enter the amount of time the Lex 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 Lex 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 Lex 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 Name

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

Bot Alias

The specific version of the Lex bot you want to use. This version is the alias you create in the AWS console that points to a specific version of a bot.

Session Variables

Information that you can pass into the Lex 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 an AWS Lambda Function with the completed intent. This process ensures that the AWS Lambda receives the necessary context for which to perform its operations.

Intents

The options that appear in this section reflect the logic configured in the Lex 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 Lex Bot action in the task editor.

Below each intent, Architect displays the configured Lex 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 Lex bot provides the slots associated with that path.

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Lex bot.

Data value Variable
errorType
  • FeatureNotEnabledError: The Call Lex Bot action is not available for the organization.
  • InternalServerError: An unexpected error occurred during the Call Lex Bot action. Typically, the received response is in an invalid format. Contact PureCloud Customer Care.
  • NoInputError: The Call Lex Bot action timed out without any user input.
  • NoLexBotResourceError: The Lex bot response does not include accessible intents.
  • NoMatchError: The user input that the Lex bot received did not match any grammar elements.
  • VersionMismatchError: Received success from the Lex 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 Lex 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. 

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 Lex bot, not the chat. Generally, the only time you set this field is when you chain Lex Bot actions.

Note: If you want to send a greeting to the chat, add a Send Response action to the State or Task just above the Call Lex Bot action. Do not use Bot Input Text to send greeting text.

Follow-up Response Timeout

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

The default response timeout is 5 minutes, 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 Lex bot asks, “What is your preferred date,” it waits up to 5 minutes for a customer response. If the customer does not respond within that time frame, the Lex bot asks for a follow-up and then restarts the timeout.

Bot Name

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

Bot Alias

The specific version of the Lex bot you want to use. This version is the alias you create in the AWS console that points to a specific version of a bot.

Session Variables

Information that you can pass into the Lex 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 an AWS Lambda Function with the completed intent. This process ensures that the AWS Lambda receives the necessary context for which to perform its operations.

Intents

The options that appear in this section reflect the logic configured in the Lex 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 Lex Bot action in the task editor.

Below each intent, Architect displays the configured Lex 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 Lex bot provides the slots associated with that path.

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Lex bot:

Data value Variable
errorType
  • FeatureNotEnabledError: The Call Lex Bot action is not available for the organization.
  • InternalServerError: An unexpected error occurred during the Call Lex Bot action. Typically, the received response is in an invalid format. Contact PureCloud Customer Care.
  • NoInputError: The Call Lex Bot action timed out without any user input.
  • NoLexBotResourceError: The Lex bot response does not include accessible intents.
  • NoMatchError: The user input that the Lex bot received did not match any grammar elements.
  • VersionMismatchError: Received success from the Lex 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 Lex 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.