Genesys Cloud (formerly PureCloud)

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Agentless outbound texts are failing even a while after conversation is closed!

  • 1.  Agentless outbound texts are failing even a while after conversation is closed!

    Posted 14 days ago
    Hello Community!

    We rely heavily on agentless outbound messages to communicate with our customers (
    https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-messages-agentless)

    If a customer responds - this initiates a conversation - which our agents can respond to fine.
    It seems that for a period of at least 6 hours after that conversation has ended, any agentless messages to that customer fail, due to a "Bad request: An active conversation is already in progress". This is problematic since we may have other automated communications in that period which need to reach the customer. 

    This is the response we're getting:
    {
    "message": "Bad request: An active conversation is already in progress",
    "code": "bad.request",
    "status": 400,
    "contextId": "f692b190-da52-4c99-b9e5-100e85ac3560",
    "details": [],
    "errors": []
    }

    Not sure if we're missing something - but we'd like be able to send outbound messages regardless of the ongoing the conversation.

    If we attempt to add the useExistingConversation = true - we get the following error:


    {
    "message": "This request requires a user context. Client credentials cannot be used for requests to this resource.",
    "code": "bad.request",
    "status": 400,
    "details": [],
    "errors": []
    }
    We're not sure sure what that means in this context.

    Any recommendation on how to manage this? Any workarounds would be super helpful!!

    #Outbound

    ------------------------------
    Charles Mourani
    Cherry
    ------------------------------


  • 2.  RE: Agentless outbound texts are failing even a while after conversation is closed!

    GENESYS
    Posted 13 days ago
    Hi Charles,
    I believe what you are experiencing is the way the product is designed currently. You can think of a conversation as an interaction unique between 2 parties (end customer, and your sms provisioned phone number). But there can be a few participants from your Genesys Cloud organization side messaging this customer, it doesn't always have to be an agent messaging to them. It could be an Architect flow, or an Agentless participant like here.
    In this case your agent is already messaging to the end customer it sounds like. So we do not allow the agentless outbound sms participant to "interrupt" the conversation and take over, as this could cause some confusion to the agent and the end customer both. So the agentless outbound sms is only possible after the agent has ended the conversation with the customer. That keeps the end customer messaging to one unique party in you organization at one time, and prevents possible confusion. Hope this helps.
    Greg

    ------------------------------
    Greg Boston
    Genesys - Employees
    ------------------------------



  • 3.  RE: Agentless outbound texts are failing even a while after conversation is closed!

    Top 25 Contributor
    Posted 13 days ago
    Edited by Dan Fontaine 13 days ago
    So, how does an agent end a conversation. Isn't the response/reply time based? That is, the agent really can't end the conversation?


  • 4.  RE: Agentless outbound texts are failing even a while after conversation is closed!

    GENESYS
    Posted 13 days ago

    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



    ------------------------------
    Greg Boston
    Genesys - Employees
    ------------------------------