Messaging - Initiating New Threads/Conversation Despite Unexpired Threading Timelines

Genesys Cloud Integrations
1

Hello,

Our client has integration with Facebook and WhatsApp, with a threading set to 72 hours. However, sometimes the agent responds to the request directly on the first attempt. So, how can we force the creation of a new interaction if the same client sends a message a few hours later on a different subject? Is there an API or method available that would allow us to terminate the session, even if the thread is set to 72 hours

Regards,
Ismail ZNIBER

2

HI @Ismailzn1597 no that is not possible. I would suggest lowering the threading timeline setting if that's what you desire. It is configurable, per messaging channel in your org, to the per minute increment you desire. See Messaging threading timeline - Genesys Cloud Resource Center you can adjust that via the API or UI