Genesys Cloud - Main

Hello @Laurent Beauregard I believe you are referring to Web Messaging: indeed, that channel is asynchronous (like WhatsApp or Instagram or SMS).

Can you provide more details on what you're trying to achieve? What use-case do you plan to solve with your request? "How do I prevent this automatic process from resuming an old conversation and force the system to start a new interaction each time?"

We are adding new features that might fit your use-case, for example:

• Conversation Disconnect: Agents and Bots can force the conversation to disconnect, this is now available as Beta, going GA soon
• End-User can Clear Conversation: This is to ensure maximum Privacy to End-Users on shared devices, and also prevent "cleared" conversations from being routed to agents, to optimize agent utilization.

> Can you provide more details on what you're trying to achieve?

Hello @Angelo Cicchitto 

Use case 1:

My issue is with reporting. When running an Interaction report, it's impossible to differentiate between the interaction because they are all combine into a single one.

If there is an interaction on Monday and another one on Wednesday, instead of displaying two entries there is a single one.

Use case 2:

In Performance > Workspace > Interaction.

Searching for interaction that occurred on a specific date is impossible. If I try to locate a specific interaction that occurred between two dates, it's impossible because the end date is being push back every time s new interaction comes in.

Use Case 3:
I need to generate a detail report of each interaction and it's not possible because all the interactions are merge together when running the Interactions report.

Hello @Laurent Beauregard I believe you are referring to Web Messaging: indeed, that channel is asynchronous (like WhatsApp or Instagram or SMS).

Can you provide more details on what you're trying to achieve? What use-case do you plan to solve with your request? "How do I prevent this automatic process from resuming an old conversation and force the system to start a new interaction each time?"

We are adding new features that might fit your use-case, for example:

• Conversation Disconnect: Agents and Bots can force the conversation to disconnect, this is now available as Beta, going GA soon
• End-User can Clear Conversation: This is to ensure maximum Privacy to End-Users on shared devices, and also prevent "cleared" conversations from being routed to agents, to optimize agent utilization.

i don't understand if you are talking about web messaging or chat.

For web messaging / open messaging / ecc... you can resolve it in Admin > Message > Threading Timeline 

Link: https://help.mypurecloud.com/articles/messaging-threading-timeline/

You can disable the threading timeline (default is 72 hours) and after and "end messaging" by the Agent you will close the interaction.

If the customer starts later (2 minutes or 2 days is the same) there will be a new interaction.

> Can you provide more details on what you're trying to achieve?

Hello @Angelo Cicchitto 

Use case 1:

My issue is with reporting. When running an Interaction report, it's impossible to differentiate between the interaction because they are all combine into a single one.

If there is an interaction on Monday and another one on Wednesday, instead of displaying two entries there is a single one.

Use case 2:

In Performance > Workspace > Interaction.

Searching for interaction that occurred on a specific date is impossible. If I try to locate a specific interaction that occurred between two dates, it's impossible because the end date is being push back every time s new interaction comes in.

Use Case 3:
I need to generate a detail report of each interaction and it's not possible because all the interactions are merge together when running the Interactions report.

Hello @Laurent Beauregard I believe you are referring to Web Messaging: indeed, that channel is asynchronous (like WhatsApp or Instagram or SMS).

Can you provide more details on what you're trying to achieve? What use-case do you plan to solve with your request? "How do I prevent this automatic process from resuming an old conversation and force the system to start a new interaction each time?"

We are adding new features that might fit your use-case, for example:

• Conversation Disconnect: Agents and Bots can force the conversation to disconnect, this is now available as Beta, going GA soon
• End-User can Clear Conversation: This is to ensure maximum Privacy to End-Users on shared devices, and also prevent "cleared" conversations from being routed to agents, to optimize agent utilization.

@Enrico Preite Thanks, that was exactly what I was looking for. Web messaging.

Is there a way to clear the conversation history after each interaction. When does the history disappear, is it after 3 days?

After disabling the threading timeline and ending the web messaging, the conversation remains when opening the web messaging in a different tab or reloading the page.

i don't understand if you are talking about web messaging or chat.

For web messaging / open messaging / ecc... you can resolve it in Admin > Message > Threading Timeline 

Link: https://help.mypurecloud.com/articles/messaging-threading-timeline/

You can disable the threading timeline (default is 72 hours) and after and "end messaging" by the Agent you will close the interaction.

If the customer starts later (2 minutes or 2 days is the same) there will be a new interaction.

> Can you provide more details on what you're trying to achieve?

Hello @Angelo Cicchitto 

Use case 1:

My issue is with reporting. When running an Interaction report, it's impossible to differentiate between the interaction because they are all combine into a single one.

If there is an interaction on Monday and another one on Wednesday, instead of displaying two entries there is a single one.

Use case 2:

In Performance > Workspace > Interaction.

Searching for interaction that occurred on a specific date is impossible. If I try to locate a specific interaction that occurred between two dates, it's impossible because the end date is being push back every time s new interaction comes in.

Use Case 3:
I need to generate a detail report of each interaction and it's not possible because all the interactions are merge together when running the Interactions report.

Hello @Laurent Beauregard I believe you are referring to Web Messaging: indeed, that channel is asynchronous (like WhatsApp or Instagram or SMS).

Can you provide more details on what you're trying to achieve? What use-case do you plan to solve with your request? "How do I prevent this automatic process from resuming an old conversation and force the system to start a new interaction each time?"

We are adding new features that might fit your use-case, for example:

• Conversation Disconnect: Agents and Bots can force the conversation to disconnect, this is now available as Beta, going GA soon
• End-User can Clear Conversation: This is to ensure maximum Privacy to End-Users on shared devices, and also prevent "cleared" conversations from being routed to agents, to optimize agent utilization.