LouisDAmbrosio | 2023-03-01 22:42:53 UTC | #1
Hello,
If we were to pull interactions transcripts via an API, is there an event to identify when the interaction has ended? By this, I mean to know when the 72 hours timeout has happened and the interaction has totally ended, not just been disconnected.
Thank you, Louis
Greg_Boston | 2023-03-02 15:53:57 UTC | #2
Hi @LouisDAmbrosio There is no event to signal the threading timeline has expired on the Conversation transcript or not. Also please be aware that 72 hours is the default, but can be configured in your org however you like, per channel. See https://help.mypurecloud.com/articles/messaging-threading-timeline/
Another workaround I would suggest is just to calculate the time yourself if you still need it per Conversation. Now this is not going to be a 100% accurate calculation, down to milliseconds, since you are doing it just with the information you have. But essentially this is similar calculation that Genesys Cloud does in this case. Here's some pseudo code
if (ChronoUnit.MINUTES.between({conversationEndTime}, Instant.now()) > {channelThreadingTimelineSetting}) {
//This conversation is fully ended
}
{conversationEndTime} is your conversation you are checking, it's end time. {channelThreadingTimelineSetting} can be found by using https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-messaging-threadingtimeline API
system | 2023-04-01 15:54:39 UTC | #3
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