Bot Applet

Overview

The Bot applet is where a tenant builds the menu-based chatbot that answers inbound conversations in the Unified Contact Center before, or instead of, a human agent. It is a TNT-ADMIN applet with two menu items — Bot and Conversation Flow — and its own title bar reads Menu-Based Chatbot. A bot is a name and a code linked to exactly one conversation flow; a flow is a set of elements (send a message, wait for a reply, branch on the reply, hand over to an agent, and so on) joined by element sequences that may carry conditions. Skills — the same bl_alg_cc_skill_hdr rows the contact centre routes tasks with — are attached to bots and to message elements so that a hand-over lands with the right team.

Nothing here posts a journal or touches stock. The applet writes the alg_bot_* tables through the …/alg/bot/ API family; the conversation itself is driven by the contact-centre backend, which calls the bot’s automation endpoints when a message arrives on an endpoint that has a bot linked to it. The bot is linked to an endpoint in the Unified Contact Center, not here — see Configuration.

Measured 2026-09-16: 3 active catalogue links across 3 tenants. The bundle is served from a bucket root of its own (ucc-applet-custom-element/bot/production/), the one the repository’s bin/production/bot_applet_publish.sh writes to. The repository’s last commit is 2024-11-19.

Two of the nine element types have no runtime. Execute Action and Move To Another Flow can be created and saved, but the backend’s ElementTypeFactory maps no processor to them, and the queue insert that would run them rejects the null event code. A flow that reaches either element stops there. Details under Lifecycle and effects and Troubleshooting.

Where it fits

Direction	What	Why
Upstream	Unified Contact Center → Configurations → Virtual Contacts → Endpoint → Bot tab	The endpoint-to-bot link (`bl_alg_cc_endpoint_bot_link`, `DEFAULT` or `SECONDARY`) is what makes a channel start this bot. Without it the flow never runs.
Upstream	Unified Contact Center → template messages (`bl_alg_cc_template_message_hdr`)	A Send Message element can send a template message instead of plain text; the template and its language lines come from there.
Upstream	Unified Contact Center → automation rules (`bl_alg_cc_automation_rule_hdr`)	Assign To Agent and Invoke Automation Rule pick a rule code from that table.
Shared	Skills (`bl_alg_cc_skill_hdr`)	Created and edited here under a bot’s Skill tab, read by the contact centre’s skill-based task assignment.
Downstream	Unified Contact Center inbox and task queue	Assign To Agent creates a `bl_alg_cc_task_hdr` row and enqueues `SKILL_BASED_TASK_ASSIGNMENT_PROCESSOR`; the agent then sees the conversation as a task.
Runtime	Contact-centre message handlers (`BotHandler`, `SesBotDispatcher`) and the tenant job queue	Every inbound message on a bot-linked endpoint is turned into a call to `…/alg/bot/bot-cf-automation/bot-root-element` or `…/bot-next-element`.

Screens and menus

The applet mounts at applets/tnt/ailedger/bot (app.routing.ts L20) and redirects a bare visit to Bot. Every list is an ag-grid with the standard search bar (main field = name; advanced search by Name and Code), a paginator, and the two-column layout toggle.

Bot

Screen	What is on it
Bot Listing	Columns Name, Code, Description, Creation Date, Updation Date (newest first). Click a row to edit; the add button opens Create Bot.
Create Bot	Bot Name, Bot Code, Bot Description, Master Bot checkbox, Conversation Flow drop-down. Create saves the bot and, if a flow was chosen, a `MAIN` bot-to-flow link.
Bot Edit — Main tab	The same fields (the flow drop-down is labelled with an asterisk here but is not validated), a created-by/updated-by block, SAVE (enabled once the form is dirty) and a red Delete button with no confirmation dialog.
Bot Edit — Skill tab	The skills linked to this bot (Name, Code), each row with a delete icon that removes the bot-skill link. The add button opens the skill picker.
Skill (picker)	Every skill in the tenant that is not yet linked to this bot, with checkbox selection; ADD creates one bot-skill link per ticked row. Its own add button opens Create Skill; clicking a row opens Skill Edit.
Create Skill	Skill Name, Skill Code, Skill Description. Creates the skill only — it is not linked to the bot until ticked and added from the picker.
Skill Edit	Name, code, description, a Parent Skill drop-down (required) and Delete. Deleting a skill removes its link rows first (`SkillHdrController.java` L147), unlike deleting a bot.

Conversation Flow

Screen	What is on it
Conversation Flows listing	Name, Code, Description, Creation Date, Updation Date.
Create Conversation Flow	Conversation Flow Name, Conversation Flow Code, Conversation Flow Description.
Conversation Flow Edit — Main	The three fields, created-by block, Delete.
Conversation Flow Edit — Elements	The flow’s elements (Name, Element Type, Link Type), ordered ROOT → NODE → LEAF and then by update date. Search by name, code or element type. Add opens Create Conversation Flow Element; a row opens Edit Conversation Flow Element. There is no delete — the grid’s delete handler is commented out (`cf-element.component.ts` L204–L206).
Conversation Flow Edit — Elements Sequence	The flow’s edges (From Element, Element Type, To Element, Element Type), oldest first. Add and edit only; no delete (`cf-element-sequence.component.ts` L1596–L1598).
Conversation Flow Edit — Messages Flow	A tree editor (ngx-graph, top-to-bottom) of plain-text messages: Fit View, Create a New Message (the first message needs no parent; every later one needs a selected parent node), Edit the Message, Delete the Message (removes the node and every descendant). The tree is held in the browser until the flow’s SAVE, which creates, renames or deletes `alg_bot_cf_message_dfn` rows and rewrites the `alg_bot_cf_message_link` / `alg_bot_cf_messages_sequence` edges. This tree is separate from the Elements model: nothing in the runtime reads it (no processor queries the messages-sequence tables).

A Message menu item and its listing/create/edit screens exist in the code but are commented out of both the routes and the menu (app.routing.ts L34–L37, menu-items.ts L20–L25); the message definitions are reached only through the Send Message element forms.

Settings and personalization

Settings opens the shared settings shell with the applet’s own group System Configuration → Field Settings, Default Selection, plus the shell’s hard-coded links. Of those, Applet Access, Permission Set, User Permission, Team Permission, Role Permission and Triggers (webhooks) have routes; Role Pricing Scheme Linking, Permission Wizard, Release Notes, Applet Log and Reset Applet State do not and land on the 404 page. Personalization lists Field Settings (no such route under personalization → 404), Default Selection, Sidebar, and three links that go straight to 404 (Preset Themes, Color Assist, Easy Navigation).

Configuration

Before you can use it

You need	Where it is set	Why
A virtual contact with an endpoint for the channel, and that endpoint linked to the bot	Unified Contact Center → Configurations → Virtual Contacts → Endpoint → Bot tab (Add Bot writes a `SECONDARY` link; Edit has a Default checkbox that turns it into the one `DEFAULT` link — `bot-edit.component.ts` L95–L111 in the UCC repository)	`BotHandler.handleIncomingMessage` runs a bot only for a `DEFAULT` link on the endpoint the message arrived on, and only when the session is new or already in the `BOT` state (`BotHandler.java` L44–L47). `SECONDARY` links are consulted on the outbound path (L77–L80).
A conversation flow with one element flagged First Element (link type `ROOT`)	This applet → Conversation Flow → Elements	The root query (`BotCFAutomationService.java` L32–L43, L94–L103) finds the element with `link_type = 'ROOT'` in the bot’s `MAIN` flow; no root, no queue row, and the start call returns an empty element.
The bot linked to that flow	This applet → Bot → Conversation Flow drop-down	The same query joins through `alg_bot_conversation_flow_link` with `link_type = 'MAIN'`.
The bot’s job processors registered	Backend (`JobProcessorClassName.java` L470–L476, L648, L666)	`BOT_CF_ELEMENT_PROCESSING_QUEUE_PROCESSOR` and the seven element processors are built into the API; nothing per tenant enables them. `BOT_CF_EXPIRED_TASKS_PROCESSOR` is a separate processor that sweeps expired wait states — how it is scheduled per tenant was not traced this run.
Template messages, automation rules and skills	Unified Contact Center (templates, rules); this applet or the contact centre (skills)	Picked from drop-downs on the element forms; the drop-downs are empty until those exist.
Server-side permissions on the `alg_bot_*` tables, or tenant owner/admin	Tenant Admin → permission sets	Every controller checks `isUserOwnerOrAdmin` first, then an OWNER/ADMIN/CREATE (or UPDATE, DELETE, READ) triple from `TntAlgPermissions` (`BotHdrController.java` L71–L76).

Applet settings

Settings here are the applet-local Field Settings and Default Selection screens; the applet does not embed the shared FieldConfigurationComponent and has no inline settings gear.

No setting passes the four proofs. Routes and settings components were checked at commit 77754d6af6d8c4e1c27b739a83a72141ac2fc93e:

Field Settings renders eight mat-slide-toggles (Unit Discount, SST/VAT/GST, WHT, Blanket Order, Segment, G/L Dimension, Profit Center, Project) with no form binding and a SAVE button with no handler (field-configuration.component.html L2, L14–L46; field-configuration.component.ts has no store dispatch). Copied from a document applet; nothing in the bot reads any of them.
Default Selection (and Personalization → Default Selection) writes DEFAULT_BRANCH and DEFAULT_LOCATION into an appletContainer that is declared as an @Input() on a component the router creates directly (default-settings.component.ts L83–L94). The input is never bound, so the first change of either drop-down throws on this.appletContainer.bl_applet_exts, and SAVE emits to nobody. Even if it saved, no component or service in the applet reads either key.

No runtime read of bl_applet_ext for this applet was found in the backend (getValue_json().containsKey( grep over javasdk and akaun-api), and no app_cfg_main code for it.

Settings in other applets that control this applet

Setting	Where it is set	Effect here
Endpoint-to-bot link type `DEFAULT` / `SECONDARY`	Unified Contact Center → Virtual Contacts → Endpoint → Bot	Decides whether an inbound message on that endpoint starts this bot (see above).
Template message and its language lines	Unified Contact Center → template messages	A Send Message element of type Template Message requires a template; if the template has language lines, a language choice becomes mandatory on the element form.
Automation rule codes	Unified Contact Center → automation rules	The rule the Assign To Agent / Invoke Automation Rule element writes into the task (`TaskService.java` L500; default `SKILL_BASED_TASK_ASSIGNMENT_AUTOMATION_RULE` when absent).

Feature visibility and permissions

bl_applet_client_side_perm_dfn holds no rows for applet code Bot (queried 2026-09-16), so the Applet Access screen has nothing to grant and no menu item, tab or button in the applet is hidden by a client-side permission.

Access is decided by the backend, per table, with the owner/admin bypass. The permission families (each with OWNER, ADMIN, CREATE, UPDATE, DELETE, READ; ALG_BOT_HDR also has MEMBER) are API_TNT_DM_ALG_BOT_HDR, …_ALG_BOT_CONVERSATION_FLOW, …_ALG_BOT_CONVERSATION_FLOW_LINK, …_ALG_BOT_CF_ELEMENT_HDR, …_ALG_BOT_CF_ELEMENT_LINK, …_ALG_BOT_CF_ELEMENT_SEQUENCE, …_ALG_BOT_SKILL_LINK, …_BL_ALG_CC_SKILL_HDR, …_ALG_BOT_CF_ACTION, …_ALG_BOT_CF_MESSAGE_DFN, …_ALG_BOT_CF_MESSAGE_LINK, …_ALG_BOT_CF_MESSAGES_SEQUENCE, …_BL_ALG_CC_ENDPOINT_BOT_LINK and …_ALG_BOT_TO_BOT_LINK (TntAlgPermissions.java L492–L576; 103 rows seeded in app_perm_dfn, all ACTIVE). Listings return a row the caller may not read as a stub whose status is PERMISSION_DENIED (BotHdrController.java L49–L58), so a user with partial rights sees blank rows rather than an error. The automation endpoints (bot-root-element, bot-next-element, bot-handover, handover/agent-to-bot) require ALG_BOT_HDR OWNER, ADMIN or CREATE (BotCFAutomationController.java L38–L44); the message handlers call them with a platform-generated token, not the agent’s.

Fields

Bot (Create Bot / Bot Edit → Main)

Field	Meaning	Required	Notes
Bot Name	Display name	Yes	`alg_bot_hdr.name`
Bot Code	Short code	Yes	`alg_bot_hdr.code`; not checked for uniqueness by the DCO (`BotHdrDataConsistencyObject.java` validates guid and revision only)
Bot Description	Free text	No
Master Bot	Checkbox	No	Saved to `alg_bot_hdr.master_bot`. No backend code reads the column (grep over `javasdk` and `akaun-api`); the `alg_bot_to_bot_link` table and its master/slave permissions exist but no screen writes them.
Conversation Flow	Drop-down of flows (name, code; server-side search)	No on create; asterisk on edit but not validated	One `MAIN` link per bot. On edit, choosing a flow updates the existing link if there is one, otherwise creates one (`bot.effects.ts` L95–L117). Clearing the field does not delete the link.

Skill (Create Skill / Skill Edit)

Field	Meaning	Required	Notes
Skill Name		Yes	`bl_alg_cc_skill_hdr.name`
Skill Code		Yes
Skill Description		No
Parent Skill	Drop-down of skills (edit only)	Yes on edit	`bl_alg_cc_skill_hdr.parent_guid`. A skill created here has no parent until it is edited, and the edit form will not save without one. Sub-skills of the From Element Skill are what the sequence form offers as To Element Skill.

Conversation Flow (Create / Edit → Main)

Field	Meaning	Required
Conversation Flow Name		Yes
Conversation Flow Code		Yes
Conversation Flow Description		No

Element (Create / Edit Conversation Flow Element)

The common fields first; the element type then adds its own block. Creating an element writes an alg_bot_cf_element_hdr row and an alg_bot_cf_element_link row for this flow (name and code are both set to the Element Name; cf-element-create.component.ts L146–L158). The type-specific values go into the link’s property_json.

Field	Meaning	Required	Notes
Element Type	One of the nine types below	Yes	Read-only on edit.
Element Name		Yes	Also used as the code.
First Element	Checkbox, shown only for Send Message, Send Message And Wait Reply and Starting Point	No	Ticking it writes `link_type = 'ROOT'` and demotes the previous root to `NODE` (`element.effects.ts` L646–L669). A flow may have one root.
Element Description		No

Element type	Its own fields	`property_json` written	What the runtime does with it
Starting Point	None (the component has no controls)	`{messageGuid}` pointing at nothing — the create screen calls the Send Message sub-form, which is not rendered for this type (`cf-element-create.component.ts` L502–L509, template L698–L705)	Records the event and queues every next element; sends nothing (`BotCfElementStartingPointProcessor.java` L41–L53).
Send Message	Message Name, Message Code*, Message Description, Message Type** (Text / Template Message); Text* for the first, Template Message drop-down* plus a language choice (required when the template has language lines) and a preview for the second	`{messageGuid}`; the message is an `alg_bot_cf_message_dfn` row (`message_type`, `value_string` or `template_message_guid` + `language_code`)	Sends the text or template on the conversation’s channel, records the event, queues every next element (`BotCfElementSendMessageProcessor.java` L61–L100).
Send Message And Wait Reply	The Send Message fields plus Timeout* and Unit* (Days / Hours / Minutes / Seconds)	`{messageGuid, timeoutValue, timeoutUnit}`	Sends, then queues only the first next element with an expiry of now + timeout and stops until the customer replies (`…SendMessageAndWaitReplyProcessor.java` L117–L127).
Split Control	Default Message If No Condition Match, Timeout Message**	`{defaultCondition, timeoutMessage}`	Compares the customer’s reply with each outgoing sequence’s conditions; queues the matches; if none match, sends the default message and waits again; on expiry sends the timeout message (`…SplitControlProcessor.java` L65–L115).
Time Condition	Timeout Message*	`{timeoutMessage}`	Evaluates each outgoing sequence’s time condition against the clock in `Asia/Kuala_Lumpur` and queues the matches (`…TimeConditionProcessor.java` L76–L88; `BotCfConditionMatchService.java` L111–L158).
Assign To Agent	Assignment Type* (Skill Based / Random Assignment), Automation Rule* (rule codes)	`{assignmentType, automationRule}` on create; `{assignment_type}` only on edit (`cf-element-edit.component.ts` L959–L965)	Looks up the skill of the latest message element in this conversation and creates a task carrying `SKILL_GUID`, `ASSIGNMENT_TYPE` and `AUTOMATION_RULE_CODE`, then enqueues skill-based assignment (`…AssignToAgentProcessor.java` L48–L59; `TaskService.java` L488–L500).
Invoke Automation Rule	Automation Rule*	Nothing type-specific is written on create (the create switch has no case for this type, L453–L510), and the edit screen has no block for it	Same as Assign To Agent (`…InvokeAutomationRuleProcessor.java` L47–L56); the rule falls back to `SKILL_BASED_TASK_ASSIGNMENT_AUTOMATION_RULE`.
Execute Action	Action Name, Action Code*, Action Description*	`{actionGuid}`; an `alg_bot_cf_action` row holds the name, code and description and nothing else	No processor — see Lifecycle.
Move To Another Flow	Conversation Flow drop-down* (the current flow is excluded)	`{cfGuid}`	No processor — see Lifecycle.

Element Sequence (Create / Edit Element Sequence)

Field	Meaning	Required	Notes
From Element	Drop-down of this flow’s elements, minus Assign To Agent; while the flow has no sequence yet, only the root element is offered, and the form shows Please Set An Element As Root Element First if there is none (`cf-element-sequence-create.component.ts` L1760–L1786, template L2015–L2017)	Yes
To Element	Drop-down fed by `GET …/bot-cf-element-sequence/availableNextElementsGuids`: every element of the flow not already a target of From, plus any Send Message / Send Message And Wait Reply ancestor (loops back to a message are allowed; `BotCfElementSequenceUow.java` L288–L330). The drop-down then filters: from a Send Message And Wait Reply only Split Control or Time Condition may follow; from any other non-split element, Split Control may not follow (`cf-element-dropdown.component.ts` L1336–L1370)	Yes
From Element Skill	Skill drop-down, shown when From is a message element; on create also for Starting Point	Yes when shown	Saved into the from element link’s `property_json.skillGuid` (`element.effects.ts` L671–L694). This is the only place a skill is attached to an element.
To Element Skill	Skill drop-down, shown when To is a message element; offers the sub-skills of the chosen From Element Skill plus that skill itself	Yes when shown	Saved the same way on the to element.
Conditions	Shown when From is Split Control or Time Condition: one or more rows of Operator, Type (Text / Numeric / Datetime / Time) and Value; New Condition adds a row, the bin removes one (a lone row cannot be removed)	Each row’s three fields when shown	Saved as `condition_json.conditions[]` with `left_hand_side` (the from element), `operator`, `right_hand_side_value_type` (upper-cased type) and `right_hand_side_value`. Operators offered: Equal, Not Equal, Contains; for a Time Condition source: `AFTER`, `BEFORE`, `AFTER_OR_EQUAL`, `AFTER_AND_BEFORE`, with a time picker and AM/PM.

Saving a sequence sets the from element’s link type to NODE (unless it is ROOT) and the to element’s to LEAF if it has no outgoing sequence of its own (BotCfElementSequenceService.java L66–L74). The sequence’s name, code and description are generated from the two element names.

Lifecycle and effects

This is a master-data and automation applet: no generic document, no *DataConsistencyObject signums, no journal, no stock, no open queue. The DCOs for the bot tables validate presence of guid and revision and the existence of referenced rows (bot, flow, element, skill), nothing more.

What each screen writes

Action	Endpoint(s)	Backend effect
Create bot	`POST …/alg/bot/bots`; `POST …/bot-cf-link` when a flow is chosen	`alg_bot_hdr` row; one `alg_bot_conversation_flow_link` row with `link_type = 'MAIN'`.
Edit bot	`PUT …/bots`; `PUT` or `POST …/bot-cf-link`	The link is updated in place when one exists, created otherwise.
Delete bot	`DELETE …/bots/{guid}`	The bot row only (`BotHdrService.java` L60–L66 → `BotHdrUow.delete`, L90–L105, which deletes the `alg_bot_hdr` rows it is given). Bot-to-flow links, bot-skill links and the contact centre’s endpoint-bot links survive and still point at the deleted guid.
Add / remove skill	`POST …/bot-skill-link` (one per ticked skill, failures swallowed — `skill.effects.ts` L867–L884); `DELETE …/bot-skill-link/{guid}`	`alg_bot_skill_link` rows.
Create / edit / delete skill	`POST`/`PUT`/`DELETE …/skills`	Delete removes the skill’s link rows first (`SkillHdrController.java` L147–L149).
Create / edit / delete flow	`POST`/`PUT`/`DELETE …/conversation-flow`	On edit, the Messages Flow tree is reconciled message by message (`cf.effects.ts` L345–L444).
Create element	`POST …/bot-element-hdr`, then `POST …/bot-cf-element-link`; `PUT` on the old root’s link when First Element is ticked	Header + link; root swap.
Edit element	`PUT …/bot-cf-element-link`, then `PUT …/bot-element-hdr` with the link’s name/code/description copied over (`element.effects.ts` L541–L566)	The Send Message / Execute Action sub-forms also `PUT` their message or action row.
Create / edit sequence	`POST`/`PUT …/bot-cf-element-sequence`; `PUT …/bot-cf-element-link` for each skill chosen	Sequence row; link-type promotion; `property_json.skillGuid` on the elements.

How a conversation runs

Start. An inbound message reaches the contact-centre message handler. BotHandler.handleIncomingMessage loads the endpoint-bot links for the endpoint; if one is DEFAULT and the session is new (or already in state BOT), it calls …/bot-cf-automation/bot-root-element for a new session, else …/bot-next-element with the received text, and marks the conversation BOT (BotHandler.java L40–L70). For e-mail on Amazon SES, SesBotDispatcher makes the root call for a new thread whose endpoint has a DEFAULT link (SesBotDispatcher.java L35–L91).
Root. bot-root-element inserts the flow’s ROOT element into alg_bot_cf_element_processing_queue (priority 1, 3 retries, expiry 9999-01-01), with the conversation, session, endpoint, channel and header in event_properties; creates an alg_bot_cf_conversation_instance_hdr row; and enqueues BOT_CF_ELEMENT_PROCESSING_QUEUE_PROCESSOR on the tenant queue with limit = 1 (BotCFAutomationService.java L53–L125; BotCFAutomationController.java L31–L80). The event code comes from ElementTypeFactory, which maps seven of the nine types to a processor (ElementTypeFactory.java L17–L44).
Step. The processing-queue processor selects the due rows for that conversation (FOR UPDATE SKIP LOCKED) and calls each row’s element processor over HTTP with a platform token (BotCfElementProcessingQueueProcessor.java L36–L64). Each element processor records an alg_bot_cf_conversation_instance_events row, does its work, then inserts its next element(s) into the same queue and enqueues the processing-queue processor again with limit = number of next elements. Send Message And Wait Reply inserts only its first successor, stamped with element_expire_time, and does not re-enqueue: the flow now waits.
Reply. The next inbound message goes to bot-next-element, which stamps receivedMessage into the waiting queue row’s event_properties and re-enqueues the processing-queue processor (BotCFAutomationController.java L82–L118; BotCFAutomationService.java L403–L419). The waiting element — normally a Split Control or Time Condition — now runs against the reply.
Branch. Split Control matches the reply against every outgoing sequence’s conditions (BotCfConditionMatchService.java L19–L75): TEXT Equal / Not Equal (case-insensitive) / Contains; NUMERIC Equal / Not Equal (unparseable reply → no match); DATETIME Equal / Not Equal on the pattern yyyy-MM-dd'T'HH:mm:ss.SSSX; a TIME type is not evaluated here and never matches. Any other operator on a known type counts as a match (default -> true). No match → the default message is sent and the element re-queued with its expiry. Time Condition uses the clock: AFTER, BEFORE, AFTER_AND_BEFORE (start-end), EQUAL, AFTER_OR_BEFORE, DATE (L116–L158); the UI’s AFTER_OR_EQUAL is not among the backend’s cases and falls to false.
Hand over. Assign To Agent / Invoke Automation Rule find the latest event in this conversation whose element is a message element and take that element link’s property_json.skillGuid (SkillHdrUow.java L298–L323); with a skill in hand they create a bl_alg_cc_task_hdr (status CREATED) and enqueue SKILL_BASED_TASK_ASSIGNMENT_PROCESSOR. With no skill, ifPresent does nothing and the conversation stays in BOT state. An agent taking the conversation calls …/bot-handover, which deletes the conversation’s bot-queue rows and task-queue rows and assigns (or creates) the task to that agent (BotCFAutomationService.java L440–L456); …/handover/agent-to-bot restarts the flow at the root.
Expiry. BOT_CF_EXPIRED_TASKS_PROCESSOR locks queue rows whose element_expire_time has passed, follows any outgoing sequence whose condition matches the literal text timeout, then deletes the row (BotCfExpiredTasksProcessor.java L79–L124).

Sending. Outbound text goes through SendMessageChannelEndpointFactory, which knows WHATSAPP, WEB, TELEGRAM, LAZADA, FB_MESSENGER, SHOPEE and INSTAGRAM_CHAT (SendMessageChannelEndpointFactory.java L40–L48). Template messages are expanded line by line, media lines included, by BotCfElementHdrService.sendTemplateMessage (L67 onward).

The two dead element types. ElementTypeFactory.getElementProcessor returns null for EXECUTE_ACTION and MOVE_TO_ANOTHER_FLOW. Every processor that queues a successor builds its parameter map with ImmutableMap.Builder.put("eventCode", …) (BotCFAutomationService.java L229–L231, L296–L298), which rejects a null value, so the preceding element’s processor fails at the point of queuing either of these types; as a root they are refused by the UI and, if forced, skipped (L105–L107). The alg_bot_cf_action row and the target-flow guid are stored and never read by any processor.

Related applets

Unified Contact Center — owns the endpoint the bot is linked to, the template messages and automation rules the elements pick from, the task queue a hand-over lands in, and the inbox where an agent sees the bot’s transcript. The bot is a configuration object of the contact centre; this applet is its editor.

Troubleshooting

Symptom	Cause	Fix
The bot never answers a new conversation	The endpoint has no `DEFAULT` bot link (a link added from the UCC endpoint’s Bot tab is `SECONDARY` until its Default box is ticked); or the bot has no `MAIN` flow; or the flow has no element flagged First Element. `bot-root-element` then inserts nothing and returns an empty element (`BotCFAutomationController.java` L49–L56).	Tick Default on the endpoint-bot link; pick a flow on the bot; tick First Element on a message or starting-point element.
The bot answered once and now ignores replies	The session is no longer in `BOT` state (an agent took it), or the waiting queue row expired and was deleted by the expired-tasks processor.	Use agent-to-bot hand-over to restart; give Send Message And Wait Reply a longer timeout.
The flow stops after a Send Message And Wait Reply even though the customer replied	Only the first sequence out of that element is queued (`…SendMessageAndWaitReplyProcessor.java` L124). If that successor is not a Split Control / Time Condition, nothing evaluates the reply.	Route the wait element to a single Split Control (the sequence form enforces this on new sequences) and put the branches after it.
Split Control always sends the default message	Condition type or value does not match what the backend evaluates: a `TIME` type never matches on a split; `DATETIME` must be an ISO timestamp with milliseconds and zone; `NUMERIC` needs a parseable number on both sides; text comparison is case-insensitive but exact for Equal.	Use Text with Contains for menu replies; reserve Time for Time Condition elements.
Time Condition with `AFTER_OR_EQUAL` never branches	The backend recognises `AFTER`, `BEFORE`, `AFTER_AND_BEFORE`, `EQUAL`, `AFTER_OR_BEFORE` and `DATE` only (`BotCfConditionMatchService.java` L116–L158).	Use `AFTER` or `AFTER_AND_BEFORE`.
Assign To Agent creates no task	No skill on the latest message element: a skill is only written to an element by choosing From Element Skill / To Element Skill on the Element Sequence form, and the bot’s own Skill tab does not do this. The processor’s `ifPresent` silently skips (`…AssignToAgentProcessor.java` L50–L59).	Edit the sequence into the message element that precedes the hand-over and pick a skill.
An edited Assign To Agent element loses its rule and assignment type	The edit screen writes `{assignment_type}` while create writes `{assignmentType, automationRule}` and `TaskService` reads the create-time keys (`cf-element-edit.component.ts` L959–L965; `TaskService.java` L495–L500).	Delete and recreate the element rather than editing it (there is no element delete in the grid, so create a new one and re-point the sequences).
The flow dies at an Execute Action or Move To Another Flow element	No processor exists for either type (`ElementTypeFactory.java` L17–L44) and the queue insert rejects the null event code.	Do not use these two types; model a jump as a duplicate of the target’s first elements.
The bot sends nothing on SMS, e-mail, voice, LINE or Instagram feed	`SendMessageChannelEndpointFactory` has no sender for those channels (`L40–L48`); `sendMessageChannelEndpoint` dereferences a missing map entry.	Use the bot on WhatsApp, web chat, Telegram, Lazada, Facebook Messenger, Shopee or Instagram chat.
A conversation on an endpoint errors instead of reaching an agent after a bot was deleted	Deleting a bot leaves the endpoint-bot link; `BotHandler` then reads a null bot header (`BotHandler.java` L48–L52).	Remove the bot from the endpoint’s Bot tab in the UCC before deleting it here.
Settings → Default Selection throws on the first change; several settings links show the 404 page	Unbound `@Input()` on a directly routed component; hard-coded links in the shared settings shell to routes this applet does not register.	Nothing to configure there — see Configuration.