Support Article

Error occurs on interacting with Facebook Messenger chatbot

SA-61918

Summary

Error occurs on interacting with Facebook Messenger chatbot. This occurs after a case is created through the Chatbot channel and assigned to a work basket for investigation.

Error Messages

The chatbot is experiencing problems. If the issue is related to your current case, you can withdraw it by typing cancel.

Steps to Reproduce

Log in to Designer Studio
Launch Channel & Interfaces > Facebook Messenger
Run Preview console for the configured case type
Enter the Account number to lookup and proceed with the chat interaction

Root Cause

An issue in the custom application code or rules. The design assumption is to ensure that Pega produces the output to Facebook to always give some feedback to the user. If a particular request does not produce it, then an error occurs.
The answer mode for a question rule used in the flow was set to dropdown type, and hence the question displayed with a button for user interaction. This resulted in the error.

Resolution

Perform the following local-change:

Change the Answer mode of the Question Rule used in the Facebook process from 'Dropdown menu' to 'Show display text only' type.