Customer Participant Object changed recently?

Genesys Cloud Web Chat
1

Howdy. We route conversation chats from HelpSocial to PureCloud using the following PureCloud API request:

POST /conversations/chats { “queueId”: “ID”, “provider”: “HelpSocial”, “attributes”: { “hs_conversation_id”: ID } }

When this request succeeds, agents are able to answer the chat item and then we're able to open up our Chat App for them to use.

In order to redirect the widget to our Chat App (“open the chat app”), we parse PureCloud notifications from the v2.users.{user_id}.conversation.chats topic.

Recently, we noticed the attributes passed in the queue request are not being sent with the notification as expected within the customer participant object.

Without that information we cannot open the Chat App to the required location, because it is unknown.

Has something changed that has caused this information to be removed from the customer participant object?

3

It looks like 3rd party chats aren't generating user conversation notifications. Please call in to PureCloud Care to report the product issue: https://help.mypurecloud.com/articles/contact-purecloud-care/

4

I tested again and am seeing notifications with the attribute data coming through. Are you still seeing an issue?

5

Yep. Still seeing the issue. On the phone with purecloud support but they're not finding our account to be able to open a ticket.

6

It's really weird - sometimes the attributes are present and sometimes they don't show up.

7

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