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va...@google.com
si...@google.com
Hello,
Thank you for reporting the issue.
To troubleshoot the issue further, I have created a private ticket to provide some information about the issue (for which you should have received a notification). Please provide requested information there. Don't put any personal information, including project identifiers in this public ticket.
si...@google.com
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Description
I am writing to report a persistent and critical issue I am encountering with Dialogflow CX Playbook Examples in my Google Cloud project. My Playbook is consistently failing on the first turn of a conversation with a "Sorry something went wrong, can you repeat?" error message, but then works correctly on the second turn with the exact same user input. Additionally, the "Action" dropdown menu for my Datastore Connector Tool in Playbook Examples is broken and only shows the Tool Name itself, not the expected list of Actions.
I have been troubleshooting this issue extensively and believe it is likely a platform bug within Dialogflow CX Agent Builder Playbooks, particularly related to Tool handling and example execution.
Key Symptoms and Observations:
First-Turn Failure, Second-Turn Success: Users consistently receive a "Sorry something went wrong, can you repeat?" error message on the very first turn of a conversation after the initial greeting. If the user repeats the exact same query immediately, the chatbot then works correctly and provides the expected response.
"Error! Could not parse line snippets:: []" Message: The Execution Trace for the failed first turn consistently shows the error message: "Error! Could not parse line snippets:: []" even though the Tool Output JSON often contains data.
"dst-prod" Tool Output Contains Data Even on Failed Turn: The Execution Trace shows that the Datastore Connector Tool (dst-prod) is actually working and returning data in the "answer" field of its Output, even on the failed first turn. This indicates the Tool itself is not the source of the failure.
Broken "Action" Dropdown for Datastore Tool: In the "Edit example" UI, the "Action" dropdown menu for my Datastore Connector Tool (dst-prod) is broken. It only shows the Tool Name "dst-prod" as the only option, and does not list the expected Actions like "query" and "lookup". This prevents proper configuration of Tool Actions in Playbook Examples.
"Transitioning Back to Previous Playbook" Message: The Execution Trace for the failed first turn also shows: Got action "done" from LLM, transitioning back to the previous playbook., which is unexpected and indicates incorrect routing or Playbook execution flow during the error.
Issue Persists with Ultra-Simplified Example and "Always select": The issue persists even when using a drastically simplified Playbook Example (with minimal configuration, only invoking the Datastore Tool) and setting "Selection strategy" to "Always select" to isolate the example.
Troubleshooting Steps Taken: I have already performed extensive troubleshooting, including:
Verified Playbook Example configurations multiple times.
Simplified Agent Responses to plain text.
Set "Selection strategy" to "Always select" for testing.
Re-indexed the Datastore.
Re-created the Datastore Connector Tool from scratch.
Browser refresh, different browsers, Incognito mode.
Checked Dialogflow CX Documentation.
I strongly suspect a platform bug or UI glitch within Dialogflow CX Agent Builder Playbooks is causing this persistent "first-turn failure" and the broken "Action" dropdown for Datastore Tools.
Attached Files (Crucial for Diagnosis):
I have attached the following screenshots and Execution Traces to this support case to help illustrate the issue:
Screenshot of the broken "Action" dropdown menu for the dst-prod Tool in a Playbook Example, showing only "dst-prod" as the option. (Image February 24, 2025 - 2_05AM.png)
Execution Trace for a failed first turn showing the "Sorry something went wrong..." error and the "Error! Could not parse line snippets:: []" message. (File name: exec_trace.txt).
Execution Trace for a successful second turn (with the same user input) showing the normal Agent Response. (File name: exec_trace_turns.txt).
Screenshot of the "Edit example: Ultra-Simplified Test" configuration, showing the minimal setup with "Always select" and the Tool Action configuration. (File name: simplified_example.png).
Request:
Could you please investigate this issue as a potential platform bug within Dialogflow CX Agent Builder Playbooks? The consistent "first-turn failure" and the broken "Action" dropdown are severely impacting my ability to develop and test Playbook Examples effectively.
My Google Cloud Project ID is: UR-757
My Dialogflow CX Agent Name is: ur-chat
For your full context and troubleshooting history, I am also including a text file with the complete conversation I had with an expert in trying to diagnose this issue. (File name: troubleshooting_conversation_log.txt).
Thank you for your urgent attention to this matter.
Sincerely, Valery Orlov