FAQs: Bots

If you are using web messaging with the conversation auto-start feature enabled, then you can send custom text to the bot. In the messaging flow, configure the Call Bot Connector action to send a literal text value such as “Menu” instead of the Message.Message.Body variable.

Perform these steps before using the Call Bot Connector action in your flow:

1. Use the Call Data Action to retrieve access tokens from an external OAuth provider.
2. Using the token retrieved from the Call Data Action (in the previous step), update the access credentials of the Genesys Bot Connector integration.
3. Use the Call Bot Connector action with the specific bot integration that contains the updated credentials.

To obtain the IP address range for Bot Connector specific to the region of your organization, you can make a request to the following Genesys Cloud Public API endpoint: Get public IP address ranges for Genesys Cloud.

The request returns a list of IP ranges. Use the range that is marked as “bot-connector”.

{
  "entities": [
    {
      "cidr": "52.200.73.32/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "smtp",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "open-messaging",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "audiohook",
      "region": "us-east-1"
    },
    { 
      "cidr": "34.200.73.250/32", 
      "service": "bot-connector", 
      "region": "us-east-1" 
    }, 
    { 
      "cidr": "52.200.73.42/32", 
      "service": "audio-connector", 
      "region": "us-east-1" 
    }, 
    { 
      "cidr": "52.200.73.42/32", 
      "service": "byot-stt", 
      "region": "us-east-1" },
    {
      "cidr": "52.200.73.199/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    …
  ]
}

To obtain the IP address range for BYOT Speech-to-text (STT) specific to the region of your organization, you can make a request to the following Genesys Cloud Public API endpoint: Get public IP address ranges for Genesys Cloud.

The request returns a list of IP ranges. Use the range that is marked as “byot-stt”.

{
  "entities": [
    {
      "cidr": "52.200.73.32/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "smtp",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "open-messaging",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "audiohook",
      "region": "us-east-1"
    },
    { 
      "cidr": "34.200.73.250/32", 
      "service": "bot-connector", 
      "region": "us-east-1" 
    }, 
    { 
      "cidr": "52.200.73.42/32", 
      "service": "audio-connector", 
      "region": "us-east-1" 
    }, 
    { 
      "cidr": "52.200.73.42/32", 
      "service": "byot-stt", 
      "region": "us-east-1" },
    {
      "cidr": "52.200.73.199/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    …
  ]
}

No, while you use Genesys Bot Connector, you only incur BYOT charges. Genesys does not add additional fair use allocation charges.

To use the Nuance Recognizer as a Service (NRaaS) integration in a bot flow, you must enable the following products in your Genesys organization:

For more information on pricing, review the following tables:  

The limit on the number of concurrent Bot Connector interactions is 60,000 bot invocations per minute, per org

Nuance Recognizer as a Service (NRaaS) is a third-party, cloud-to-cloud integration. Genesys Cloud streams out audio in real time (along with the GRXML grammar file) to Nuance Recognizer for processing. NRaaS transforms the audio to text, and returns the results to Genesys Cloud.

You can configure No Input timeout for Genesys Dialog Engine Bot flows for voice interactions. For digital interactions, use Genesys Digital Bot Flows. Bot flows can run for up to six days while they wait for input from the participant. For more information, see Set up user input for a bot flow.

If you choose an environment in the Call Dialogflow bot action and remove intents from the draft version of the agent, then the flow takes the failure path. This action occurs because the flow cannot reach the deleted intents. Therefore, even though the agent fulfills the intent, the flow takes the failure path.

To ensure that the Draft environment always includes the entire set of intents in the published environment, only add intents during the life cycle of an agent throughout various environments. Do not remove them. You can also export the agent configuration into a new agent and then set the intents as appropriate. Then, update the Architect flow to reference the new agent.

To perform this task, you must create a new agent. Export the current agent’s configuration into a new Google Cloud Dialogflow agent, then remove intents and slots as appropriate. Then, reference the new agent from the Architect flow instead. Going forward, follow the add-only approach described previously.

You can enable barge-in functionality for the Call Dialogflow Bot action in call flows that use the Google Cloud Dialogflow integration. Configure barge-in functionality for use with Genesys Cloud by creating a Custom Payload Response for your bot in the Google Dialogflow console.

To enable barge-in functionality for a Google Cloud Dialogflow bot, see Enable barge-in for Google Dialogflow bots.

To apply your preferred text-to-speech voice, in the Google Cloud Dialogflow console you must ensure that the Enable Automatic Text To Speech option is on. If it is not, the system uses the default text-to-speech voice.

Do you see the following validation warning: “There are no Architect supported languages configured on the selected Dialogflow agent.”

If so, make sure to set the correct Bot language and region for your bot in the Google Cloud Dialogflow console. Architect flows do not run in generic language codes such as “en.” You must configure the Google Dialogflow bot language to have a region such as “en-us”. For more information, see Languages in Agent Settings.

Grant the Dialogflow API Client and Dialogflow API Reader roles to the service account. For more information, see Granting roles to service accounts.

Make sure to set the correct Bot language locale for your bot in the Google Cloud Dialogflow console. Architect flows do not run in language codes only, such as “en.” You must add the locale, which includes the language and region code combination. For more information, see Languages in Agent Settings.

Google only allows one bot per project. To see multiple bots, create a Consumer project, and then create the bots as Resource projects. Create a service account for the Consumer account and then provide that service account access to the Resource projects. For more information, see Using multiple projects.

To appear as an output in Architect, when you create an intent in Google Cloud Dialogflow make sure to mark it as an end of conversation intent. Otherwise, the intent does not appear here.