A place to ask questions, connect with others, and stay in the know
Dan,The agent, in the UI, ends a conversation by using the disconnect button. There is a button labeled "End Messages" at the top of the message text history in the Agent UI. Once that is done the conversation is then disconnected, and Agentless api can then be called to send a message to the end user from the same sms provisioned number that the agent was using, since the conversation is now disconnected.
When you say "time based". I think you are referring to the threading timeline which defines how long the same Conversation Id will be reused, for additional messages after that conversation is disconnected. That setting plays no role in this specific scenario though. The problem here is there is an existing "active" conversation. The active term there is the key, it means connected conversation. "Bad request: An active conversation is already in progress"Thanks,Greg
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.