Notification Event when Agent pick up interaction

[jwsabio]

Hi,
Is there any topic in notifications that is emitted when agents pick up integration in Open Messaging? I tried customer.start and user.start but it's not working.

[jwsabio]

I found the solution FYI it's v2.detail.events.conversation.{id}.acd.end

[Charaf]

Hi @jwsabio,

Please pay attention to the topic you are subscribed to v2.detail.events.conversation.{id}.acd.end

The term acd.end means that the interaction, in this case, an open message, has left the queue where it was waiting.

To give you a simple example within the context of a conversation timeline: when an agent answers the interaction, the ACD segment ends. This marks the trigger for your intended workflow.

Now, let's consider a scenario where a disconnect block is used within an in-queue message flow, possibly for specific reasons.
In such case, if the interaction gets disconnected, the ACD segment also ends, resulting in the trigger being activated.

Below, the case where a disconnect happened before routing the interaction to an agent:

As you can see, there is no Agent participant in this conversation.

---

To differentiate between the ACD end caused by an agent responding to the interaction and a disconnect happening within an Architect flow, examine the properties included in the event sent within the trigger. Among these properties, there's one called disconnect that describes the type of disconnection that occured during the interaction.
To learn more about the event schema and other properties, refer to this link.

When an agent handles the interaction, the disconnect type is set to TRANSFER. on the other hand, when the interaction disconnects, the type is set to CLIENT.

In your workflow logic, you can exclude these disconnect cases.
I might be overthinking this with lots of details, but I wanted to share with you my thoughts

Of course, if you flows don't involve any disconnects, there's no need to implement any of the above.

Best regards,

Charaf

[jwsabio]

Thank you @Charaf for your very exhaustive answer. Do you have any suggestions for other topic which could be used in that case?

[Eos_Rios]

Wouldn't v2.detail.events.conversation.{id}.user.start be the obvious choice for the requested scenario?

[Charaf]

Hi @jwsabio,

I have made some tests and I have a solution to share with you.
I used the same topic: v2.detail.events.conversation.{id}.acd.end

I found a property inside the Event Schema that describes exactly what you are looking for. This property is called acdOutcome.

According to the documentation, it can take one of four values:

In your specific case, what matters is when an agent answers the interactions. In this context, the value is set to ANSWERED. (For instances where a disconnection occurs, the acdOutcome is set to ABANDON).

So, I tried to add this property as a criteria along with the JSON body of the trigger that I created for testing. Within the matchstrong textCriteria section, I used three conditions that determine when the trigger will initiate the workflow:

First condition: To target only Message interactions.
Second condition: To capture Open Message interactions. (in case you prefer to disregard other types of Message interactions, such as those from WhatsApp, Line, SMS...).
Third condition: The acdOutcome must be set to ANSWERED.

By ensuring that these conditions are met, I managed to successfully trigger the workflow only when an agent accepts an interaction.

Please let me know your thoughts on this approach and if it is working on your end.

Best regards,

Charaf

[Charaf]

Hi @Eos_Rios,

Unfortunately, this topic v2.detail.events.conversation.{id}.user.start will trigger a workflow when the agent receive an alert about an incoming interaction before having the chance to answer it.

I tested it, and as soon as the alerts appeared, the workflow was invoked.

The same behavor is observed with the topic: v2.detail.events.conversation.{id}.customer.start

Charaf