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  • 1.  Open Messaging Outbound interaction

    Posted 07-24-2024 03:11
    No replies, thread closed.

    Hi all,

    Just wondering if anyone has any information on what a messaging identifier is in regards to starting an Outbound message as part of a queue? 

    If you add the user as an external contact, Open Messaging doesnt load external contacts which I what I've found so far.  I've tried typing in the name as it appears, using the random string of numbers from the Interaction timeline for the user, tried the long contact id but none of these start a conversation.  I cant seem to find in any articles what determines a message identifier.

    Thanks,


    #DigitalChannels

    ------------------------------
    Robert Niblock
    APM
    ------------------------------


  • 2.  RE: Open Messaging Outbound interaction

    Posted 07-24-2024 11:26
    No replies, thread closed.

    Hello Robert, 

    I hope this answers your question. 

    In Genesys Cloud, the message channel identifiers are captured for messaging interactions. To get the conversation ID for a Genesys Cloud conversation associated with an open message, you can use GET /api/v2/conversations/messages/{messageId}/details with the message ID. The response will contain the conversation ID.

    Hope this helps!

    Cheers, 


    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Open Messaging Outbound interaction

    Posted 07-25-2024 02:22
    No replies, thread closed.

    Hi Cameron,

    Just seeking clarification on this article. It mentions threading, so I assume with this feature, it reconnects with a closed threaded conversation?   We have threading in our org disabled, and when I've been testing with a messageID to start a conversation, the conversation window doesn't appear, it just clears all the inputs from the Send Message window without an error message.

    Thanks,



    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


  • 4.  RE: Open Messaging Outbound interaction
    Best Answer

    Posted 08-13-2024 11:11
    No replies, thread closed.

    Hello Robert, 

    To answer your question threading timeline it does reconnect to a closed conversation, the max duration is 72 hours. Otherwise you would have to start a new conversation with that contact. If you have this disabled then you will have to start a new conversation every time with the contact. 

    Can you provide screenshots of the behavior? I would be interested to see more details about what you are seeing. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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