Ismailzn1597 | 2024-04-09 16:51:21 UTC | #1
Hello,
Our client has integration with Facebook and WhatsApp, with a threading set to 72 hours. However, sometimes the agent responds to the request directly on the first attempt. So, how can we force the creation of a new interaction if the same client sends a message a few hours later on a different subject? Is there an API or method available that would allow us to terminate the session, even if the thread is set to 72 hours
Regards, Ismail ZNIBER
Greg_Boston | 2024-04-09 17:10:26 UTC | #2
HI @Ismailzn1597 no that is not possible. I would suggest lowering the threading timeline setting if that's what you desire. It is configurable, per messaging channel in your org, to the per minute increment you desire. See https://help.mypurecloud.com/articles/messaging-threading-timeline/ you can adjust that via the API or UI
system | 2024-05-10 17:11:21 UTC | #3
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