I'm using Message.IsNewConversation in a decision block. If it's a new conversation, it should activate a bot to complete a triage and identify the customer, if it's not a new chat then it would bypass some of this. However, it doesn't seem to be working & keeps routing the whole bot/flow.
I also tried putting it under a switch block, but it's always going down the default path. I need it to work for reporting purposes so that I can find out how many times a customer repeats contact.
I then tried to set participant data at the end of triage/identification so that I could use "get participant data" at the beginning of the flow. No luck here either. I then tried to use External directory to combat this so that if it identified the record it could bypass this. Whilst I've got it working in other flows, it's not happening in this one.
Hi - can you describe the steps for testing the use-case where it's an existing conversation (so repeated contact)? Have you changed Threading Timeline from its default value (72hrs)?
Hi there, I have deployed the configuration onto a test uat site. I am being both the agent & customer by sending a message into the queue and answering.
I press "end messages" from the agent side and minutes later I will start the message again from the customer side. The threading timeline is currently 3 hours so would expect it to work if I'm starting a conversation again only minutes later.
Our setting is "display conversation status" but not where it disconnects completely at the end.