Genesys Cloud - Main

When an agent sends an SMS and ends the interaction, and later wants to send an SMS to the same number, the agent receives an error and link does not redirect to the message threading view. I have attached a screenshot of the error "MESSAGE CREATE ERROR: Active conversation already exists". Any pointers why this issue occurs.

Hello Hari, 

I moved this to the Genesys Cloud Main community. I think what you are seeing is the threading timeline period. 

During this threading timeline period, the conversation remains technically active in the system. That means any new messages should thread into the existing conversation and the system prevents creating a new separate conversation with the same number. 

I would check your threading timeline the default value is set to 72 hours, but can be configured from 0 to 72 in 1 minute increments. 

If you want to work around this then you will need to wait for the threading timeline to expire (again default is 72 hours), or use the existing conversation thread instead of trying to create a new one. 

hope this helps!