Chatbot is not receiving message from Genesys using Raise Ticket Node

Marketplace & Integration
1

We encountered issues with Raise Ticket Node and Genesys Integration. The chat widget is not displaying the latest messages from Genesys. This was working fine last week.

Please refer to the screenshot below.

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2

Hey @joseiii.miranda1 can you try it by re-connecting the Genesys Live Chat in the bot.

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3

We did. However, it is still not working. User is able to send messages to Genesys but the chatbot is not receiving messages from Genesys / Agent.

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4

@Bhaskar_Karanam please take the necessary details and take it forward

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5

Hi Jose,

Can you try to create new ticket and have a conversation once more, If the issues still persists, Please share the the timeframe along with timezone and interaction Id. I will investigate the issue.

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6

Hello @Bhaskar_Karanam,

I have tested the GMA chatbot just now and please find the below information as required -

  1. Start Date and Time - 23rd Dec 22 1:23:23 PM
  2. End Date and Time - 23rd Dec 22 1:24:31 PM
  3. Interaction ID : 00022aHSFDVH76W0
  4. User Number and Email ID - +917503072324 and user2324@gmail.com

Please confirm, how do I share the screenshots ?

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9

Hi Anita,

Sure I will check the logs and see what is the issue for the chat in the timeframe you have shared.
Give me sometime for the same.

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10

Hi, this issue is now resolved. Thank you so much for fixing this issue.

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