Robert_Cooper | 2022-02-28 01:44:24 UTC | #1
Hi team,
"Will thread timeline affect the retrieve message history api presented in the doc - https://developer.genesys.cloud/api/digital/webmessaging/websocketapi#retrieve-message-history . If not, is there any other duration limit on getting the conversation? -
Since threading timeline either breached or not breached indicates whether a new conversation ID is generated, how does this affect the retrieve message history process in this doc?"
Thank you,
Rob
Angelo_Cicchitto | 2022-02-28 09:07:40 UTC | #2
Hello Robert :wave: As of now, threading timeline impacts only internal conversation status, what is visible to agents and actionable within flows, and this is decoupled from the external message history across the various messaging channels (including Web Messaging). To answer your question, the History API provides access to past messages over the last 15 days.
Robert_Cooper | 2022-02-28 22:02:15 UTC | #3
Hi Angelo,
Thank you, appreciate the info as always!
Robert_Cooper | 2022-03-06 23:42:43 UTC | #4
Hi Angelo and team,
Just a follow up question, what is the beginning of the 15 days of conversation history? Is this from the last customer message, last agent message or from when the API is called?
Thank you,
Rob
Angelo_Cicchitto | 2022-03-09 12:31:14 UTC | #5
Hi Robert - basically each message is internally assigned an individual TTL (15 days) used strictly for Guest access (so this is not related to retention of transcript recordings, which is different topic). So it doesn't really matter when API is called, or other messages are sent: TTL is evaluated internally within the platform, and once it expires, the message is not available to History API.
system | 2022-04-08 12:31:36 UTC | #6
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