Hello there,
I'm actually struggling to test a inbound message flow (more precisely Facebook Integration). Even when I end the interaction via API, the next inbount conversation, with the same customer id, bypasses the routing and continue the conversation.
Is there a possiblility to terminate the conversation?
Hello,
Do you have the same behavior if the Contact Center Agent terminates the interaction from the UI (within the conversation frame) and sets the WrapUp code?
I don't have a Facebook integration in my environment, but I tried with SMS - as it works the same way (I mean considered as part of Messaging).
If my agent ends the conversation from the Genesys Cloud Desktop UI and sets the WrapUp code, the next message from the customer will trigger the Architect flow again.
But note that the conversation (and conversationId, existing participant attributes, ...) remains the same (if the break between the messages is less than 72 hours)
See here for some info.
Regards,
Hello,
I had the same behaviour there, but after a little bit time of testing and debugging, I found out the problem.
We had a dialogflow integration in the routing. A developer changed the event-endpoints in our dialogflow-engine. It seems, that this leads to a problem in the routing and you need to republish the flow.
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