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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
#openmessaging

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Paisan Thongkum
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Hi Paisan.
Quick clarification: is this occurring in a Mobile Messenger deployment, or is the #MobileMessenger tag incidental?

The issue description seems focused on Open Messaging, Agentless API, and bot behavior, so I'm trying to understand whether Mobile Messenger is part of the flow.

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Anton Afanasiev
Manager, Mobile Development
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Hi Anton Afanasiev,

Thanks for checking.

The #MobileMessenger tag is incidental. This is not occurring in a Mobile Messenger deployment.

The flow is focused on Open Messaging, specifically:

• inbound customer message through Open Messaging,
• conversation connected to a bot flow,
• Agentless API used with useExistingActiveConversation=true,
• toAddressMessengerType=open,
• toAddress set to the customer external ID / channel.from.id from the Open Messaging inbound message.

So Mobile Messenger is not part of the flow. The issue we are trying to clarify is the behavior difference between the legacy Open Messaging endpoint and the new Open Messaging inbound API when Agentless API is used to add messages to an existing active bot-connected Open Messaging conversation.

Please feel free to remove the Mobile Messenger tag if it is not relevant.

Thanks,
Paisan

Thanks for confirming.

I don't have the ability to edit your original message, so the #MobileMessenger tag can only be removed by you.

Hi Anton Afanasiev,

I removed MobileMessenger tag out of this thread.

Thanks,

Paisan