Introduction

This document describes possible errors which can be thrown during a conversation.

connector.messaging

In general this identifies issues reaching the messaging conversation

com.liveperson.bot-connectors-worker.error.connector.messaging.send-message

Description A bot message could not be sent to the conversation.
Reason The reason for this is mostly wrongly formatted structured content. Another issue could be missing url whitelisting for images.
Solutions Please check structured content

com.liveperson.bot-connectors-worker.error.connector.messaging.end-conversation

Description The bot was not able to close the conversation.
Reason This usually happens if the conversation was already closed/transferred while the bot is evaluating the response.
Solutions Check if the customer, a manager or a Public API call has already closed the conversation.

com.liveperson.bot-connectors-worker.error.connector.messaging.change-ttr

Description The bot was not able to change the TTR value for the current conversation.
Reason Mostly likely, the error indicates a wrong value which is used for the TTL
Solutions Please choose the right value for your TTR step. See the documentation for the individual vendors on how to set TTR properly

com.liveperson.bot-connectors-worker.error.connector.messaging.transfer-to-skill

Description The bot could not transfer the conversation to the desired skill.
Reason Usually, this happens if there is an issue within the LivePerson APIs. Another reason could be that the customer has already closed the conversation.
Solutions None

com.liveperson.bot-connectors-worker.error.connector.messaging.conversation-closed

Description The bot tried to send a message or command to an already closed conversation.
Reason Usually, this happens if there is an issue within the Liveperson APIs. Another reason could be that the customer has already closed the conversation.
Solutions None

com.liveperson.bot-connectors-worker.error.connector.messaging.agent-not-authorized

Description This happens if the bot tried to send a command to a conversation which is not assigned to the bot anymore.
Reason Usually, this happens if there is an issue within the Liveperson APIs. Another reason could be that the customer has already closed the conversation or the conversation was transferred to a new agent in the meantime
Solutions None

com.liveperson.bot-connectors-worker.error.connector.messaging.malformed-ums-message

Description This error happens when a malformed event message is sent to UMS which caused failure.
Reason Some reasons that can cause this behavior are:
- The AC features are not correctly enabled for using Third-Party Bots. Example of such case could be that bot tries to send Encoded Metadata in their messages and the AC feature was not enabled by the account.
- Bot response created a malformed event that was sent to UMS in previous request attempts.
Solutions Verify if the AC features and the configuration for the account are valid.

connector.chat

In general this identifies issues reaching the chat conversation

com.liveperson.bot-connectors-worker.error.connector.chat.send-message

Description A bot message could not be sent to the conversation.
Reason The reason for this is mostly wrongly formatted structured content. Another issue could be missing url whitelisting for images.
Solutions Please check structured content

com.liveperson.bot-connectors-worker.error.connector.chat.end-conversation

Description The bot was not able to close the conversation.
Reason This usually happens if the conversation was already closed/transferred while the bot is evaluating the response.
Solutions Check if the customer, a manager or a Public API call has already closed the conversation.

com.liveperson.bot-connectors-worker.error.connector.chat.transfer-to-skill

Description The bot could not transfer the conversation to the desired skill.
Reason For chat conversations, there must be an agent available with the desired skill to transfer and also available slots.
Solutions If this issue happens frequently, increase the capacity for the desired chat skill

pipes

This identifies issues processing an event in the Third-Party Bots service. These errors are not specific to a certain AI vendor.

com.liveperson.bot-connectors-worker.error.pipes.chat-handle-bot-action.transfer-skill-not-existing

Description This happens if the provided skill in the action parameters is not valid.
Reason The skill name provided in the action parameters can not be found on the lp account.
Solutions Double-check that the skill exists on your account and also check the spelling, it's case sensitive.

com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.missing-action-and-messages

Description This error is thrown if the response of the AI Vendor does not contain any action nor messages.
Reason Since the bot does not know how to behave without any AI Vendor feedback, we are throwing an error.
Solutions Make sure that your AI Vendor has a valid response for every user input.

com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.no-messages-and-not-supported-action

Description This error is thrown if the response of the AI Vendor does not contain any messages and the provided actions are not supported by our bot connector.
Reason Since the bot does not know how to behave without any AI Vendor feedback, we are throwing an error.
Solutions Make sure that your AI Vendor has a valid response for every user input.

com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.quick-replies-not-supported

Description This happens if the AI Vendor returns a quickReplies response for a chat conversation.
Reason QuickReplies are only supported for Messaging Conversations
Solutions Do not send QuickReplies to Chat Conversations

com.liveperson.bot-connectors-worker.error.pipes.verify-ai-response.invalid-session-id

Description No valid vendor session ID has been determined for this event. Since valid Bot Response Metadata can't be generated the bot response can't be processed
Reason The root cause for this is dependent on the AI vendor. Reasons can be either be the data missing in a bot response or an implementation error in Third-Party Bots
Solutions Please reach out to LivePerson Support and provide the exact error details. You can do this by clicking copy on the relevant error.

com.liveperson.bot-connectors-worker.error.pipes.conversation-limit-checker.max-conv-limit-reached

Description The bot does not accept new conversation anymore and instead error escalates them.
Reason To ensure the stability of our service, a bot can have a maximum number of 999 open conversations assigned.
Solutions Add more bots to support handling such kind of load, you can check how to add a bot here

com.liveperson.bot-connectors-worker.error.pipes.rate-limiter.rate-limit-hit

Description The rate limit was hit for this conversation. Consumer messages might get ignored for a certain cool down period (10 sec).
Reason The customer has sent too many messages (4) in a short amount of time (2 sec).
Solutions None. This is a precaution measure to prevent consumers from flooding the bot with messages.

events-queue

Unhandled processing errors

com.liveperson.bot-connectors-worker.error.events-queue.not-catched-pipeline-error

Description This error indicates that there is an unknown error while processing the consumer event.
Reason Mostly likely this indicates an implementation error in Third-Party Bots.
Solutions Please reach out to LivePerson Support and provide the exact error details. You can do this by clicking copy on the relevant error.

aivendor

These errors indicate issues specific to a certain AI vendor.

com.liveperson.bot-connectors-worker.error.aivendor.dialogflowv2.send-query

Description Could not send a query to DialogFlow.
Reason Mostly issues with DialogFlow APIS.
Solutions Double-check you have enough credits left for your Dialogflow account. Check for any interruption on Dialogflow side.

com.liveperson.bot-connectors-worker.error.aivendor.dialogflowcx.send-request

Description Could not send a request to DialogFlow CX.
Reason Mostly issues with DialogFlow CX APIS.
Solutions Double-check you have enough credits left for your Dialogflow CX account. Check for any interruption on Dialogflow CX side.

com.liveperson.bot-connectors-worker.error.aivendor.dialogflowcx.parse-message.parser-error

Description The Response received from Dialogflow CX could not be parsed
Reason Validating the response failed. This can indicate issues with the AI service itself or the payload returned by the bot
Solutions Check the error data. Check if the structured content is correct

com.liveperson.bot-connectors-worker.error.aivendor.dialogflowcx.parse-message.multiple-actions

Description The bot responded with multiple actions
Reason Currently Third-Party Bots does not support more than one action per bot response
Solutions Ensure that the bot only provides one action in addition to optional messages

com.liveperson.bot-connectors-worker.error.aivendor.faas.invoke-lambda

Description Invoking the LivePerson Function failed.
Reason This could have multiple reasons:
- Function code non working
- Function invocation was not finished after 30s
- Function Quota limit was reached.
Solutions Please verify and ensure that you have enough API calls quota left for FaaS function and make sure that FaaS function is working and invokable. Refer to the LivePerson Functions Documentation to understand how to test your function code. Furthermore, please ensure your defined function follow the standard implementation as described in Third-Party bots documentation for Custom Integration. Failure to do so will result in the erroneous result.

com.liveperson.bot-connectors-worker.error.aivendor.faas.missing-response-body

Description No response body was received from the LivePerson Function
Reason The LivePerson Function callback was invoked without a response body object.
Solutions Please make sure to provide a response body in the callback, for further information see the documentation for the LivePerson Function connector

com.liveperson.bot-connectors-worker.error.aivendor.faas.failed-hook

Description Indicates that a LivePerson Functions hook could not be invoked.
Reason Implementation errors inside LivePerson Functions hook.
Solutions Double-check and test the LivePerson Function Hook code. You can refer to the LivePerson Functions Documentation to find out how to test your function code. Please also check the dedicated documentation for Third-Party-Bots Faas Hooks

com.liveperson.bot-connectors-worker.error.aivendor.faas.failed-faas-request

Description This indicates an issue during FaaS invocation.
Reason This could have multiple reasons: function code non working, function invocation was not finished after 30s, Faas Quota limit was reached.
Solutions Please verify and ensure that you have enough API calls quota left for the function and make sure that the function is working and invokable. Refer to the LivePerson Functions Documentation to understand how to test your function code.
Furthermore, please ensure your defined function follow the standard implementation as described in Third-Party bots documentation for Custom Integration. Failure to do so will result in the erroneous result. If none of these applies and the errors persist, please escalate to LP Support and provide the exact error information by copying it from within the Conversation Errors UI.

com.liveperson.bot-connectors-worker.error.aivendor.lex.composite-format-not-supported

Description This error is thrown Lex responds with a composite format.
Reason Lex response contained a composite format.
Solutions Do not use the composite format in Lex for Third-Party Bots.

com.liveperson.bot-connectors-worker.error.aivendor.lex.custom-payload-malformed

Description The custom format provided by lex is malformed.
Reason Mostly JSON errors.
Solutions Please verify your custom JSON payload with a JSON validator of your choice.

com.liveperson.bot-connectors-worker.error.aivendor.lex.custom-payload-no-params

Description The custom payload did not contain any params.
Reason The params object is missing in the custom payload response.
Solutions Add the params object in the custom payload response.

com.liveperson.bot-connectors-worker.error.aivendor.lex.custom-payload-type-not-supported

Description This happens in the payload contains a type which is not supported.
Reason Custom payload type provided is not supported.
Solutions Remove the custom payload type from your response.

com.liveperson.bot-connectors-worker.error.aivendor.lex.message-format-not-supported

Description This happens if the provided message format is not supported.
Reason The chosen message format is not integrated into our connector.
Solutions Only use supported message formats. Lex

com.liveperson.bot-connectors-worker.error.aivendor.lex.parser-crashed

Description This indicates an issue during parsing.
Reason Usually malformed response from Lex.
Solutions IF this issue happens frequently, please reach out to LP Support with the copied error details.

com.liveperson.bot-connectors-worker.error.aivendor.lex.send-query

Description Happens if the query to Lex could not be sent.
Reason Lex temporarily unavailable.
Solutions Double-check the credentials for your bot are still valid and you have enough credits left

com.liveperson.bot-connectors-worker.error.aivendor.watson.parser.custom.undefined-structured-content

Description This error happens if the structured content property is undefined.
Reason Structured content response is undefined in Watson response
Solutions Double-check the relevant Watson Payload and also double check the Watson docs Watson Assistant

com.liveperson.bot-connectors-worker.error.aivendor.watson.parser.image.undefined-source

Description This error happens if there is no image source property provided on the Image object in the Watson response.
Reason Since no source is provided, the bot is unable to create the right LP Structured Content Object.
Solutions Provide the source parameter for your Image.

com.liveperson.bot-connectors-worker.error.aivendor.watson.parser.list.undefined-options

Description This error happens because the bot received a list response from Watson, without any options inside.
Reason The bot doesn't know how to handle an empty list, therefore we assume this is an error.
Solutions Provide options properties to your Watson List object.

com.liveperson.bot-connectors-worker.error.aivendor.watson.message-format-not-supported

Description The message format provided by Watson is not supported by our connector.
Reason You are using a new format which we do not support yet.
Solutions Please refer to the Watson Assistant Connector documentation to see what messages we support

com.liveperson.bot-connectors-worker.error.aivendor.watson.parser.text-and-custom.undefined-text

Description The text property provided in the payload was undefined.
Reason Undefined text property.
Solutions Either remove the text property or populate it with a text.

com.liveperson.bot-connectors-worker.error.aivendor.watson.parser.pause.undefined-time

Description The provided pause time is not defined. Therefore we don't know what to do.
Reason Undefined pause time property.
Solutions Double-check the pause time property is provided

com.liveperson.bot-connectors-worker.error.aivendor.watson.parse-message.get-parse-message-failed

Description This indicates an issue during message parsing.
Reason Wrong structure in the JSON payload.
Solutions Double-check the Watson responses here: Watson AssistantWatson AssistantV2

com.liveperson.bot-connectors-worker.error.aivendor.watson.index.generic-parser-crashed

Description This happens if there is an issue with parsing the provided Watson response.
Reason Malformed Watson response.
Solutions Double-check the Watson responses here: Watson AssistantWatson AssistantV2

com.liveperson.bot-connectors-worker.error.aivendor.watson.send-query

Description This happens if we could not send a query to Watson.
Reason Usually this happens if the quota limit is reached.
Solutions Increase your Watson Quota to match the expected load.

com.liveperson.bot-connectors-worker.error.aivendor.watson.watson-error

Description This error is thrown if Watson had issues processing the consumer event.
Reason This could have multiple reasons. Mostly is a wrong implementation on Watson side.
Solutions Check the error logs on your Watson Instance to find out the root cause of the failing bot.

com.liveperson.bot-connectors-worker.error.aivendor.watsonv2.send-query

Description This happens if we could not send a query to Watson.
Reason Usually, this happens if the quota limit is reached.
Solutions Increase your Watson Quota to match the expected load.

com.liveperson.bot-connectors-worker.error.aivendor.watsonv2.create-session

Description This error happens if we could not create a Watson session for the conversation.
Reason Mostly, this would only fail because of a network issue.
Solutions If this issue happens frequently, please reach out to LP Support with the error details.

com.liveperson.bot-connectors-worker.error.aivendor.watsonv2.invalid-session

Description The session id used by the conversation is not valid anymore.
Reason The lifespan of a conversation state is different in LP and IBM. It could be that an open conversation in LP is already closed in Watson.
Solutions Increase the lifetime of a Watson conversation. Alternatively, you can also auto close conversations from the LP side remove any stuck conversations.

com.liveperson.bot-connectors-worker.error.aivendor.microsoft.send-query

Description Sending query to MS Bot Framework failed.
Reason This usually happens if the Endpoint is not responding in time.
Solutions Make sure you send the response in time. Another reason could be an too small Azure instance, try to increase the provisioned resources for your bot. If you are using a custom endpoint, double check it behaves exactly as the one we expect Microsoft Bots

com.liveperson.bot-connectors-worker.error.aivendor.microsoft.parser-crashed

Description The parser could not parse the provided input.
Reason The bot might has responded with malformed JSON or malformed payload.
Solutions Double-check the payload and make sure it is same as described here and here

com.liveperson.bot-connectors-worker.error.aivendor.microsoft.response-missing

Description There is no response provided by the MS bot.
Reason Implementation error on the Direct Line bot.
Solutions Ensure the bot is responding within 15 seconds with at least one activity

com.liveperson.bot-connectors-worker.error.aivendor.microsoft.activity.invalid-type

Description The provided activity type is not supported.
Reason The bot is not capable of handling this activity type.
Solutions Double-check that you are only using supported activity types as described here

com.liveperson.bot-connectors-worker.error.aivendor.microsoft.activity.invalid-name

Description The provided activity name is not supported.
Reason The bot is not capable of handling this activity name.
Solutions Double-check that you are only using supported activity names as described here

com.liveperson.bot-connectors-worker.error.aivendor.medallia.prepare-message

Description The payload for the Medallia Adapter could not be created
Reason A necessary parameter was missing. If this happened at the start of a survey the most likely reason is there was no assigned agent on the conversation
Solutions Check if an agent had been assigned to the main conversation. A manager closing the conversation is not sufficient

com.liveperson.bot-connectors-worker.error.aivendor.medallia.send-message

Description There was an issue getting a response from the Medallia Adapter
Reason If the issue persists the Medallia integration might not be configured correctly anymore
Solutions Check if the Medallia Integration is set up correctly in the Integration Hub. Try to test the connection in the bot wizard

com.liveperson.bot-connectors-worker.error.aivendor.medallia.parser-error

Description Medallia Adapter responded with unexpected data
Reason The response was not according to specification or not supported for the current request
Solutions Please reach out to LivePerson Support and provide the exact error details. You can do this by clicking copy on the relevant error.

sdes-service



com.liveperson.bot-connectors-worker.error.sdes-service.missing-session-or-visitor-id

Description This indicates an issue fetching the SDEs because required properties are missing.
Reason Mostly this issue happens because of a wrong integration on customer end where no Visitor Session is created before starting the conversation.
Solutions Please ensure that you create a Visitor Session prior to starting the conversation. Website Monitoring.

com.liveperson.bot-connectors-worker.error.sdes-service.uauth-sdes-entry-is-empty

Description This indicates an issue fetching the SDEs.
Reason Mostly this issue happens because of a wrong integration on customer end where no Visitor Session is created before starting the conversation. Another reason could be that no SDEs were set.
Solutions Please ensure that you create a Visitor Session prior to starting the conversation. Website Monitoring. Also please check that you set the SDEs correctly. Engagement Attributes