Getting interaction ID

Web Messaging
1

Hi,

Is there a way to get the interaction ID? I tried to check all the APIs and it seems there's none.

Thanks

2

Hi @IvanDg - what are you trying to solve with Interaction ID on the client-side?

We see customers wanting to solve for 3rd party integrations on the client-side. Moving these integrations to GC backend provides a cleaner and more robust architecture: this can be achieved by passing your external session/user-identifier (provided by the 3rd party) as custom attribute on inbound message, then retrieving this as participant data in GC backend for correlation purposes and API requests.

Another approach for 3rd party integrations could be the following:

  • Retrieve End-User's unique ID (aka cookieId): this is either generated by our native Messenger (_actmu) or stored by your custom messaging client

  • Store this cookieId in your system or app

  • You can then use this cookieId to query our Public APIs. Two options to leverage this unique customer cookieId value:

    1. Based on journeyCustomerId session dimension an authorized client can query following Conversation Analytics Details Query API to to obtain conversationId(s):
      /api/v2/analytics/conversations/details/query

    2. As a variation, you can also obtain the External Contact object associated to that cookieId by using /api/v2/externalcontacts/identifierlookup API, then based on result, you can easily obtain conversationId(s) again with same Analytics API as previous bullet point. The difference here is to rely on externalContactId participant dimension.

3

Hello Angelo,

Thank you for the response. I will use the interactionId to connect Bot Message Flow to a Bot Flow Call which is independent from each other. In this way, all the participants data from the Bot Message Flow can be referenced from the existing bot message flow.

I will try #1 and #2 but do you think there is other way to connect the 2 flows?

4

@IvanDg can you elaborate more on what you're trying to achieve? In general, correlation across the various Interactions can be achieved as I described earlier, probably #2 fits here: from a given channel's user-identifier, you can derive the corresponding externalContactId, and from there, all the other Interactions currently bound to that contact.

I will use the interactionId to connect Bot Message Flow to a Bot Flow Call

5

@Angelo_Cicchitto
Hello, thank you for your reply. I was on leave for quite a while so I was not able to get back to you.

We will employ a 3rd party system in our chatbot to connect to an agent through a web-rtc call. This web-rtc call will connect to GC call flow. Essentially, we would like to connect the GC chatbot messaging flow to the GC call flow. So we just like to pass the id of the GC messaging flow(as you mentioned the cookieId) via SIP header to the GC call flow and use that id to query.

Steps:

  1. User connects to chatbot -> Messaging flow
  2. User connects to webrtc(3rd party) from chatbot.
  3. Chatbot passes cookieId to the webrtc 3rd party and connects call to a GC Call queue flow.
  4. Call queue flow can use cookieId to access data(participant data, etc.) from messaging flow.
6

Hello @Angelo_Cicchitto I got a sample cookie Id queried using /api/v2/externalcontacts/identifierlookup. I set Cookie as type and the value in _actmu on the value parameter. It outputs a 200 response with no body. I assumed it failed? I put no value in dateCreated, do I need to set this one?

7

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