The Genesys Cloud and Amazon Lex integration does not support DTMF. However, the Genesys Cloud and Amazon Lex V2 integration does support DTMF capability. For more information, see About the Amazon Lex V2 integration.

• Currently Genesys Cloud allows one Amazon Lex and one Lex V2 integration each per organization. However, you cannot add more than one Amazon Lex V1 and more than one Amazon Lex V2 integration.
• To use a different AWS account with the Amazon Lex integration, change the integration’s credential to the ARN that corresponds with the new account.

• If you publish a new version of a bot, make sure to give it an alias, or make sure that an existing alias is updated to use the new version of the bot.
• Refresh your cache.
• When you revalidate the flow or refresh the Genesys Cloud page, it may take a minute or two to update.

• Verify that the IAM role has the permission to run bots. For more information, see Troubleshoot Amazon Lex integrations.
• Verify that the bot still exists in your AWS account.
• Verify that the Lex integration is still active in Integrations.

• Make sure that a Lex or Lex V2 bot has been created in the AWS console and received an alias.
• Verify your AWS account. If you configured separate test and production accounts, be sure that you check for the bots in the correct account.
• Verify that the IAM role has the correct permissions. For more information, see Troubleshoot Amazon Lex integrations.
• For Lex V2, confirm that your bots were created in the correct AWS region. For example, us-east-1 for US, eu-west-1 for EU. For Lex V2, make sure that your integration’s advanced configuration is either {}, or that you include the region in which the bots are associated. For more information, see Configure and activate the Lex V2 integration in Genesys Cloud.

A per invocation charge occurs when you call Lex from Architect. You can design your Lex bot to prompt and capture information through multiple utterances within a single Lex invocation.

Genesys Cloud may be unable to access your AWS account with the credentials that you provide. Check that you copied the ARN correctly from the console, and that you configured the IAM role correctly. For more information, see Troubleshoot Amazon Lex integrations.

Amazon Lex and Lex V2 are premium applications. You cannot install a premium application until you update your Genesys Cloud subscription, by purchasing a license to use the application in your organization. To purchase a premium app, contact Genesys Cloud Sales. For more information, see About premium applications.

Genesys Cloud does not support prompts in Amazon Lex V1 bots for languages that use non-ASCII characters.