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  • 1.  delivery status tracking for Open Messaging interactions

    Posted 01-14-2026 04:25

    Dear community,

    currently the delivery status for Open Messaging interactions is NOT tracked by Analytics API.

    Even an agent can see a successful message delivery, via Analytics Workspace or via Analytics API this delivery state is not visible.

    So, please vote for my idea at:
    Add delivery status tracking for Open | Genesys Cloud Ideas Portal

    THANK YOU !!!

    #API/Integrations #Reporting/Analytics #openmessaging #openplatorm 


    #PlatformAPI

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    Robert Herms
    IT Engineer / Architect
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  • 2.  RE: delivery status tracking for Open Messaging interactions

    Posted 5 days ago
    Edited by Ahmed Aly 5 days ago

    Voted!
    I was searching for a way to monitor the failed delivery messages in open messaging.
    analytics should cover this and same also for the notifications api as available for webmessaging
    v2.webmessaging.deployments.{id}.undelivered.messages


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    Ahmed Khaled
    VOIS | Genesys Cloud Engineer
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    Original Message


  • 3.  RE: delivery status tracking for Open Messaging interactions

    Posted 4 days ago

    Hi Robert,

    Fully agree - this is a real gap today.

    For Open Messaging, delivery status is currently only visible at the agent/UI level, but it's not exposed via Analytics API, which makes it impossible to reliably report on:

    • Failed or undelivered messages
    • Delivery success rates
    • SLA or quality metrics for Open Messaging channels

    This is especially limiting when compared to Web Messaging, where undelivered events are available via the Notifications API.

    From an analytics and monitoring perspective, having delivery status at the API level is critical for:

    • Proactive issue detection
    • External BI/reporting
    • Consistent behavior across messaging channels

    Voted for the idea - thanks for raising it. Definitely something that should be addressed at the platform level.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 4.  RE: delivery status tracking for Open Messaging interactions

    Posted 4 days ago

    Voted!



    ------------------------------
    Nicki Dehn
    Senior Cloud Partner
    AAA Club Alliance
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    Original Message


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