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[BUG][SNS logger] "Unable to reach Liveagent bot, it may be offline or disabled." did not throw an escalation failure event. #1333
Description
This error should have been caught as an escalation failure:
"Escalation": [
{"failed": [
{"failure_reason": "liveagent bot offline or disabled"} <- DF.app
]}
NOTE: I'm seeing this error correlated with sessions that are being closed by the df_bot due to no appName/token. However, it appears that the visitor is able to type into the composer, which triggers the DF fallback and attempts an escalation, which fails with this error. Therefore, this particular error seems to be the signature of a composer bug or race condition.
Our event logging will show an attempted escalation in this case, but not a failed escalation.
We should fix this event and consider adding another property to indicate something like 'composer_disabled_failure'
example:
Rocke.Chat Livechat ERROR: Failed to handover {"error":"","errorMessage":"Unable to reach Liveagent bot, it may be offline or disabled.","dialogflow_SessionID":"e5AnteBt2ZPeAFsRA","visitorDetails":{"id":"j38cTqdfPW6bvsKiF","token":"3c05e4fc5d17097ce5673712a2fdbe5212bff7b95d57b5b58cfcd65e3a5aefbf"},"targetDepartment":"hdgncTTn5YBrxyLLc"}
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[-][SNS logger] New event - "Unable to reach Liveagent bot, it may be offline or disabled." error seems to be the signature of a composer NOT disabled bug.[/-][+][BUG][SNS logger] "Unable to reach Liveagent bot, it may be offline or disabled." did not throw an escalation failure event.[/+]ear-dev commentedon Nov 15, 2022
@bhardwajaditya can you put some notes in here about your findings please, with a few links to the places in the code? Thank you...
ear-dev commentedon Dec 8, 2022
Status: this is not actually a real event at all. We should not have tried to escalate, because in all cases we have seen, this is no appname/token, and the actually relevant event is 'chat_closed/df_bot'. Please verify that in cases like this we are indeed getting the proper close event, and that we are not sending an attempted escalation event.