Web Messaging - Open Messaging

[PKS]

Hello,

I previously used the /conversation/agentless API endpoint to send a message into a web messaging channel, using the "open" type in my body request. I used this to send a survey link to the customer after the agent disconnected.

After the fact, when I look at the interaction details I see the following "purpose"

{
"id": "985933dc-0dee-4f49-9f6b-dedc7c7d010a",
"startTime": "2022-11-28T16:31:06.822Z",
"endTime": "2022-11-28T16:31:07.190Z",
"purpose": "api",

with details like the following:

"direction": "outbound",
"provider": "PureCloud Messaging",
"type": "open",
"peerId": "eecce734-a377-4b4f-8306-76db57e8044a",
"messages": []

This is no longer working.. In fact, it looks like the messaging structure has changed since Nov of 2022. is that accurate? If so, was this a published change?

Was this a work around that used to work, but is no longer available?

[brijesh.patel]

If you look at the Agentless Outbound Messaging API documentation, then you can figure that "WebMessaging" is not supported messaging channel for Agentless outbound messaging. sms, whatsapp, open are the only supported messaging channel for agentless outbound messaging.

You can find more information about Open messaging channel here https://developer.genesys.cloud/commdigital/digital/openmessaging/

[PKS]

Hi Brijesh,

I can see that. However, this capability used to work.. Sounds like it was never supported though. I guess I'm just interested in the fact that the structure of the conversation is signficantly different between November '22 and the current day. Curious to know what changed behind the scenes.

Thanks.

[brijesh.patel]

Yes, It was a bug and we fixed that so going forward users can't send webmessaging messaging channel messages by supplying Open messaging channel in the request body.

Regarding conversation changes, could you please provide more information on what significant differences you are noticing?