Stuck on a persistent configuration error while attempting to map our legacy Zendesk Chatbot intents to a new Genesys Cloud Bot. We are migrating a high-volume digital support channel from Zendesk to Genesys Cloud, aiming to replace the simple keyword-matching logic in Zendesk with the more robust NLU capabilities in GC.
The specific issue arises when trying to import the intent definitions via the Bot API. We are using the POST /api/v2/bots/{botId}/intents endpoint. The payload includes the intent name and a list of utterances that worked perfectly in the Zendesk environment. However, the API returns a 400 Bad Request with the following error message:
{
"code": "invalid_request_error",
"message": "Intent 'order_status_check' already exists or contains conflicting entities.",
"details": "Entity 'order_id' definition conflicts with existing system entity 'numeric_value'."
}
In Zendesk, we simply defined a custom field for order_id and let the bot handle it loosely. In Genesys Cloud, the system seems to be stricter about entity types. We are trying to map a simple text string from Zendesk to a structured entity in GC. Is there a specific way to override the default entity type during the import process?
We are currently on the Genesys Cloud Developer Edition for testing. The bot version is 1.0.0. We have checked the entity library, and there is no existing order_id entity defined. The conflict seems to stem from the system trying to force a numeric interpretation on what should be an alphanumeric order reference.
How do others handle this mapping discrepancy when moving from Zendesk’s flexible custom fields to GC’s rigid entity structure? Any advice on adjusting the JSON payload to bypass this validation error would be greatly appreciated. We need to get the basic intent routing working before we can tackle the more complex flow logic.