We have a button in our agent script that blind transfers a message to a queue. The message enters the in queue flow for that queue and we generate a third party link via data action and send a reply with that link to the customer.
The problem is that the agent does not always press the button to transfer the interaction, so we are wanting to use a trigger on the ACW end event to fire off a workflow which can either:
- Set the interaction back to connected and blind transfer to the queue.
or - Set the interaction back to connected and reply with the link to the customer.
I have seen that the following endpoint looks like it may be able to accomplish this:
POST /api/v2/conversations/messages
(Create an outbound messaging conversation. If there is an existing conversation between the remote address and the address associated with the queue specified in createOutboundRequest then the result of this request depends on the state of that conversation and the useExistingConversation field of createOutboundRequest. If the existing conversation is in alerting or connected state, then the request will fail. If the existing conversation is disconnected but still within the conversation window then the request will fail unless useExistingConversation is set to true.)
However it seems that it doesn't offer support for webmessaging:
The request failed with response code: 400. Message: Value [webmessaging] is not valid for field type [OutboundMessagingConversationMessengerType]. Allowable values are: sms, open, whatsapp
Is there another way to do this?