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Customers are hearing "An error has occurred" when calling the call flow

Overview

Customers are hearing a message being played that says "I am sorry, an error has occurred" when calling the call flow.

Root Cause

There are various reasons why this can happen, the main one being due to the decision branches within the call flow not configured correctly. Always ensure you have a default branch out of ANY decision notation. If you do not have a default branch and you enter a condition statement incorrectly, the system has no fallback option resulting in an API query error followed by the error message being played.

decision error.jpg

Conclusion

Always ensure you have a default branch out of ANY decision notation. If you do not have a default branch and you enter a condition statement incorrectly, the system has no fallback option resulting in an API query error followed by the error message being played.

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