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Open Messaging - Detect messages that agent has responded to, but waiting within threading timeline via API

  • 1.  Open Messaging - Detect messages that agent has responded to, but waiting within threading timeline via API

    Posted 5 days ago

    I haven't got Open Messaging running yet, so all my tests thus far are on Web Messaging, which may be different.

    When an Agent responds and ends the message with wrap up. The conversation end time seems to gets written to the conversation object, even though still within the threading time.  

    So, what API, if any, can I use to figure out if the message thread is live. Or another way to put it how do I determine the message is fully disconnected so I know to use prefetchConversationId=true parameter for the Open Messaging API call?

    Speaking of disconnects, we want the customer to be able to disconnect/clear the conversation (similar to webmessenger) and start a new conversation, what is the best way to do this?


    #Architect
    #PlatformAPI

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    Anton Vroon
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  • 2.  RE: Open Messaging - Detect messages that agent has responded to, but waiting within threading timeline via API

    Posted 4 days ago

    Hi Anton!

    In messaging, the conversation endTime does not necessarily mean the thread is no longer resumable. An agent can wrap up and close their participant segment, while the conversation remains within the configured threading window.

    Because of that, I wouldn't use endTime alone to decide when to use prefetchConversationId=true. A common approach is to track the last activity and threading timeout, and consider the conversation resumable until that window expires.

    For the "Start New Conversation" scenario, the simplest option is to clear the stored conversationId on your side and initiate a new Open Messaging conversation instead of attempting to resume the existing one.

    It would be great if someone from the Genesys Messaging team could confirm whether there is a specific API attribute that explicitly indicates when a messaging thread is no longer resumable.



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    Cesar Padilla
    INDRA COLOMBIA
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