Trying to make sense of why the conversation context drops when handing off from a Genesys Cloud bot to a live agent, specifically when that agent is working within a migrated Zendesk interface.
In our Zendesk setup, the ticket history was always preserved and visible immediately upon acceptance. We are trying to replicate this in Genesys Cloud by using a Data Action to push the bot’s transcript and gathered variables into the Zendesk ticket body before the transfer. However, the agent side shows a blank interaction summary for the first 5-10 seconds, causing confusion.
The Architect flow triggers the Data Action ‘Create Zendesk Ticket’ successfully (200 OK), but the subsequent ‘Transfer to Queue’ action seems to detach the context before the external API response is fully integrated into the interaction object. The error log in the bot analytics shows:
“Context mismatch: Interaction ID does not match external ticket reference. Falling back to default greeting.”
Is there a specific timeout setting or a better way to sequence the Data Action to ensure the Zendesk payload is attached before the agent receives the ping? We are running on the latest EU-West-1 region version.