UPDATE: Messaging Conversation - Existing integration’s conversation participant message address data

[anon28066628]

Update: The changes described here will be implemented between October 7th and October 19th, 2020:

Messaging Conversation - Existing integration's conversation participant...

Category: API

Summary: Existing Messaging Integrations (Facebook, WhatsApp, Twitter, and Line) any new message communication, the message address data will change. The change will be to Conversation ( GET /api/v2/conversations for messaging conversations) the participants[].messages[].fromAddress.addressNormalized and toAddress.addressNormalized fields. The change here is that the external participant (example customer participant) addressNormalized value will now be the same as the addressRaw value (customer's raw Id). For internal participants (example workflow , acd , and agent participants) the addressNormalized value will now be the IntegrationId for that Genesys Cloud Integration ( GET /api/v2/conversations/messaging/integrations ).

Context: In order to expose the correct address identifying information in the Conversation this change was needed. This change is similar to Messaging Conversation - Participant Message Address Data. However in that change it was for new Messaging Integrations. This change is now for existing integrations in your org, but the change to the address data is exactly the same as it was in that previous Announcement.

Impact: Existing integrations already in your org. Any new message communication generated on that participant will see the message address data change as described above. Existing active message communications will not change until that message communication is ended and a new message communication is generated on the next inbound message. Or if a new Conversation is generated then all message communications would then use this new address data change described. See the Note: on this page for more info about when a new conversation is generated, or existing conversation is reused Message routing overview

Example: This example would be the address data returned for an agent participant on the Conversation old way vs. new way.

• Old Way:
  "toAddress": {
  "name": "WhatsAppUser",
  "addressNormalized": "8f40d7b4c7f3adc1de7199cc",
  "addressRaw": "13175555555"
  },
  "fromAddress": {
  "name": "WhatsAppIntegration",
  "addressNormalized": "5c48ac80efe7b8002240af34",
  "addressRaw": "+13172222222"
  }
• New way:
  "toAddress": {
  "name": "WhatsAppUser",
  "addressNormalized": "13175555555", //Customer's raw id, phone number for WhatsApp
  "addressRaw": "13175555555"
  },
  "fromAddress": {
  "name": "WhatsAppIntegration",
  "addressNormalized": "bf60583c-6958-415f-8655-df7b734dc655", //IntegrationId
  "addressRaw": "+13172222222"
  }

Date of Change: 10/7/2020 - 10/19/2020

Impacted APIs: the participant message address data returned from

• GET /api/v2/conversations for messaging conversations
• GET /api/v2/conversations/messages
• GET /api/v2/conversations/messages/{conversationId}