Hi Forum Members,
Whenever the customer sends interaction through social media, interaction ID remains same for different times of conversation. Kindly let us know how to differentiate the interaction ID for the different interactions for the same customer.
Regards,
Hrishikesh
Conversations may have multiple participants and multiple segments per participant. Look at that participant and segment information to identify each segment that each participant participated in.
Hi Tim,
We are trying to trigger the policy once the message interaction is disconnected by the agent. When the customer sends interactions for the first time, policy is getting triggered successfully. Again if the customer is trying to send the message interactions via same media, policy is not getting triggered because the interaction is stored in the same Interaction ID. Please let us know how to achieve this.
Regards,
Hrishikesh
The Genesys Cloud Community Forum is a more appropriate place for questions about general system configuration, like configuring quality management policies. This forum is specific to APIs and custom applications.
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