I’m trying to figure out why the Bot Training API returns a 409 Conflict when importing intents from our legacy Zendesk deflection scripts. We are migrating a high-volume support center from Zendesk to Genesys Cloud. The specific endpoint /v2/bots/{botId}/trainings rejects the payload immediately upon submission. The error message cites a duplicate intent name, yet the names are unique within the new bot configuration.
In Zendesk, we relied on macro-based keyword matching that allowed for significant overlap without hard conflicts. The migration guide suggests a direct 1-to-1 mapping for intents, but the Genesys Cloud bot engine seems to enforce stricter uniqueness rules across all training data. We have verified that no other intents share the exact same name in the current draft.
The environment is a Genesys Cloud EU-West instance. We are using the standard Bot Builder UI for validation before hitting the API. The JSON payload includes utterances mapped from Zendesk ticket tags. We suspect the issue might be related to how the system handles hidden or archived intents from previous bot versions.
Has anyone successfully mapped overlapping Zendesk keywords to distinct Genesys Cloud intents? We need a strategy to handle these conflicts without manually renaming thousands of training records. Any advice on the expected behavior would be appreciated.