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Different Agentless behavior between legacy and new Open Messaging inbound API

  • 1.  Different Agentless behavior between legacy and new Open Messaging inbound API

    Posted 5 hours ago

    Hi,

    We are currently testing the migration from the legacy Open Messaging endpoint to the new Open Messaging inbound API, and we are seeing a behavior difference that is affecting our migration.

    Current working behavior with the legacy endpoint:

    • A customer sends an inbound Open Messaging message.

    • The conversation is connected to a bot flow.

    • We use the Agentless API with useExistingActiveConversation=true to add bot/history messages into the same active conversation.

    • The Agentless addressing is:

      • fromAddress = Open Messaging Integration ID

      • toAddress = customer external ID / channel.from.id from the inbound message

      • toAddressMessengerType = open

    With the legacy endpoint, this works as expected:

    • The Agentless message is added to the existing active conversation.

    • A new conversation is not created.

    • The bot does not treat the Agentless message as a new inbound customer message.

    Issue observed with the new Open Messaging inbound API:

    When we use the new Open Messaging inbound API with the same overall flow and addressing values, the behavior appears to be different.

    Support mentioned that when the Agentless API sends a message to a connected conversation that is connected to a bot, the bot may interpret the Agentless message as if it was received from the customer.

    However, this does not match the behavior we currently see with the legacy endpoint, where the same Agentless flow works as expected.

    Our expectation:

    We expected the new Open Messaging inbound API to maintain the same behavior as the legacy endpoint under the same conditions, especially when:

    • the same Open Messaging integration is used,

    • the same customer external ID / channel.from.id is used,

    • toAddressMessengerType=open is used,

    • useExistingActiveConversation=true is used,

    • and the Agentless message is targeting the existing active conversation.

    Questions:

    1. Is this behavior difference between the legacy endpoint and the new Open Messaging inbound API expected?

    2. Is the bot interpretation limitation intended to apply differently with the new inbound API compared with the legacy endpoint?

    3. If this is expected behavior, is it documented in the migration guide or deprecation announcement?

    4. If this is not expected behavior, should it be treated as a regression or product defect?

    5. What is the recommended migration approach for customers who currently rely on the legacy endpoint behavior to add bot/history messages into an existing active bot-connected conversation?

    Thanks,
    Paisan


    #Integrations
    #MobileMessenger

    ------------------------------
    Paisan Thongkum
    ------------------------------


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