Replace Data in the Conversation and Analytics ACD Participant Name Value for Messaging Channels

Description

We identified inconsistencies in the data that is populated in the participantName field for Conversation and Analytics APIs for Digital Channels. We are announcing the changes being made to populate consistent data in the participantName field for ACD and Workflow participants across Digital Channels.

Correcting data in Participant Name field for ACD participant in Conversation and Analytics API for Digital Channels.

Digital Channels where data will change:

  • Third-party messaging channels (Facebook, Twitter, WhatsApp, Instagram)
  • Open Messaging

The data populated in the participantName field for ACD participant in both Conversation and Analytics APIs is the Integration Name for the channel. This is the incorrect data and should have been the Queue Name for the ACD participant. We are updating the data in the participantName field to be the Queue Name value instead of the Integration Name.

Digital Channels where data will be added:

  • SMS
  • Web Messaging

There is currently no data populated in the participantName field for ACD participant for SMS and Web Messaging. As part of this change we will start populating the participantName field with Queue Name for the ACD participant to be consisted with other channels.

Correcting data in Participant Name field for Workflow participant in Conversation and Analytics API for Digital Channels.

Digital Channels were data will change:

  • Third-party messaging channels (Facebook, Twitter, WhatsApp, Instagram)
  • Open Messaging

The data populated in the participantName field for Workflow participant in both Conversation and Analytics APIs is the Integration Name for the channel. This is the incorrect data and should have been the Architect Flow Name for the Workflow participant. We are updating the data in the participantName field to be the Architect Flow Name instead of the Integration Name.

Digital Channels were data will be added:

  • SMS
  • Web Messaging
  • Email

There is currently no data populated in the participantName field for Workflow participant for SMS, Web Messaging and Email. As part of this change we will start populating the participantName field with the Architect Flow Name for the Workflow participant to be consisted with other channels.

Change Category

API

Change Context

For Digital Channels correct the data being populated in the participantName field for ACD and Workflow participant types in Conversation and Analytics APIs. This data was incorrect for Third-party messaging channels (Facebook, Twitter, WhatsApp, Instagram) and Open Messaging.

Also add participantName value where it's missing on Digital Channels for ACD and Workflow participant types in Conversation and Analytics APIs.
This data was not being populated for SMS, Web Messaging and Email channels. This will add consistency in data available in Conversation and Analytics APIs across Digital Channels.

Change Impact

Customers using the participantName field for ACD and Workflow participant in both the Conversation and the Analytics API need to be aware of the change in the data stored in the field.

Historical participantName values will not be updated, this change only impacts new conversations.

Date of Change

Feb 14, 2024

Impacted APIs

GET /api/v2/analytics/conversations/details
GET /api/v2/analytics/conversations/{conversationId}/details
GET /api/v2/analytics/conversations/details/jobs/{jobId}/results
GET /api/v2/conversations
GET /api/v2/conversations/emails
GET /api/v2/conversations/messages
GET /api/v2/conversations/{conversationId}
GET /api/v2/conversations/emails/{conversationId}
GET /api/v2/conversations/messages/{conversationId}

References

PURE-5396

This change has been approved for release and will roll out through each of our regions Wednesday 2/21/2024 through Friday 2/23/2024 per our release cycle.