I am looking for a way to identify message conversations that have been ended, but have a new message sent or received before reaching the end of the messaging threading timeline. We need to identify these so we can retrieve the additional message data. Our process of retrieving "in progress" voice conversations by identifying conversations we previously retrieved with no end date will not account for these since the conversation end date is set when the agent selects "End Messages" for the message Interaction.
There does not appear to be anything in the data retrieved by either /api/v2/analytics/conversations/{conversationId}/details or /api/v2/conversations/messages/{conversationId} indicating the "pending" state of the conversation. We are looking at the Notifications API as a possible solution, but it is not ideal. The EventBridge integration would be perfect, but it does not support the conversation events supported in the Notifications API. As of now, we are thinking of using EventBridge with one of the v2.detail.events.conversation.{id} notification topics. The downside is we will get all conversations, not just messages and there does not appear to be a bulk api for retrieving multiple message conversations.
I am hoping I have just missed something.
Hi Cole,
The event you want to use is the v2.detail.events.conversation.{id}.acw event bridge topic. This event is fired off when a conversation is wrapped up via a wrap-up code. Note: The id can be * in your event bridge subscription.
NOTE: There are differences between the notification and even bridge conversation ids. The notifications events are very fine-grained and require the customer to stitch together multiple events to get things like the start and end date. When eventbridge was released the conversation messages were revamped to make it easier to process requests.
This is not going to meet your exact need but you can look at the following draft blueprint. This blueprint listens for the above event, but rather than have it go through eventbridge it triggers a process automation trigger. The idea is that when a callback does not get answered by an agent, the agent will use a "Cust unavailable" wrap-up code. This is going to trigger an SMS message to the customer.
Process automation triggers are in beta right now, but they basically let you kick off a Genesys Cloud Architect workflow to then and do some work.
What you can do though is subscribe to the above topic with eventbridge. When a conversation comes in you can fire a lambda that will then use the conversation id on the event and look up the detailed conversation record record and use the conversationEnd date on the conversation detail record.
Hope that helps.
Thanks,
John Carnell
Thanks John. That was what I had determined to be my best approach. I believe I was over thinking this to some degree.
I appreciate the reference to the v2.detail.events.conversation.{id}.acw topic because I was trying to determine which topics I should consume. I was wondering if v2.detail.events.conversation.{id}.customer.start would fire when a message arrived regardless of whether it was immediately routed or not.
Thank you for pointing me to the blueprint as well. I will take a look at that to see how it may be of use in the future.
Cole Pate