Genesys Cloud - Main

Greetings, We already posted this situation in the developer forum two weeks ago and opened a case last week but received no answer.-

We are successfully associating specific interactions with external contacts after the calls/interactions are terminated, through an automated process.
We obtain the communicationID from the calls array in api/v2/conversations/{conversationId}.

And then using api/v2/externalcontacts/conversations/{conversationId} with the rest of the data (External Contact Id, ConversationId and the CALL mediatype).
Everything goes perfectly, and if you open the interaction in the GUI you see that the External Contact correctly appears on the customer side, and you can even consult its data in the "Participant Data" within the Interaction Details...



However, if you open the External Contact in the GUI, they don't show the interaction, its as if there should be a "reverse" association process to link the interaction to the contact that's not happening. At least in a short timeframe.

Is there a process missing here?

In my screenshots, We performed this example on a Monday, last picture is how it looked then, and then 4 days later:
However sometime after roughly 72 hours (sometimes more, sometimes less), the interactions do appear listed in the Contact's history.

Is there an automated process that does the linking? We were unable to find any reference to such a process, we would need clarification to assure the user of what will happen and in what timeframe.

Regards.

Greetings, We already posted this situation in the developer forum two weeks ago and opened a case last week but received no answer.-

We are successfully associating specific interactions with external contacts after the calls/interactions are terminated, through an automated process.
We obtain the communicationID from the calls array in api/v2/conversations/{conversationId}.

And then using api/v2/externalcontacts/conversations/{conversationId} with the rest of the data (External Contact Id, ConversationId and the CALL mediatype).
Everything goes perfectly, and if you open the interaction in the GUI you see that the External Contact correctly appears on the customer side, and you can even consult its data in the "Participant Data" within the Interaction Details...



However, if you open the External Contact in the GUI, they don't show the interaction, its as if there should be a "reverse" association process to link the interaction to the contact that's not happening. At least in a short timeframe.

Is there a process missing here?

In my screenshots, We performed this example on a Monday, last picture is how it looked then, and then 4 days later:
However sometime after roughly 72 hours (sometimes more, sometimes less), the interactions do appear listed in the Contact's history.

Is there an automated process that does the linking? We were unable to find any reference to such a process, we would need clarification to assure the user of what will happen and in what timeframe.

Regards.

Hello Robert Wakefield-Carl,

As I said at the beggining of the post: "Greetings, We already posted this situation in the developer forum two weeks ago and opened a case last week but received no answer.-

https://developer.genesys.cloud/forum/t/interactions-programatically-associated-with-an-external-contact-are-not-appearing-in-the-external-contact-history/11228

Regards,

Greetings, We already posted this situation in the developer forum two weeks ago and opened a case last week but received no answer.-

We are successfully associating specific interactions with external contacts after the calls/interactions are terminated, through an automated process.
We obtain the communicationID from the calls array in api/v2/conversations/{conversationId}.

And then using api/v2/externalcontacts/conversations/{conversationId} with the rest of the data (External Contact Id, ConversationId and the CALL mediatype).
Everything goes perfectly, and if you open the interaction in the GUI you see that the External Contact correctly appears on the customer side, and you can even consult its data in the "Participant Data" within the Interaction Details...



However, if you open the External Contact in the GUI, they don't show the interaction, its as if there should be a "reverse" association process to link the interaction to the contact that's not happening. At least in a short timeframe.

Is there a process missing here?

In my screenshots, We performed this example on a Monday, last picture is how it looked then, and then 4 days later:
However sometime after roughly 72 hours (sometimes more, sometimes less), the interactions do appear listed in the Contact's history.

Is there an automated process that does the linking? We were unable to find any reference to such a process, we would need clarification to assure the user of what will happen and in what timeframe.

Regards.