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  • 1.  Same Day Message Limit on Chat

    Posted 09-29-2023 03:58
    No replies, thread closed.

    Is it possible to have some  logic in a chat flow that checks if the same reference has been used 3 times on the same Calendar day and if so reject the chat with a pre-defined message and closed the chat down ?.

    The customer uses an external system which passes a ref (Siebel or some other) to Genesys when it hands a chat over to an agent and they want to stop duplicates coming through.


    #ArchitectureandDesign
    #DigitalChannels

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Same Day Message Limit on Chat

    Posted 10-01-2023 13:34
    No replies, thread closed.

    The Messaging flow could run a data action to check for this, but you would have to make sure the reference number is written as an attribute on the conversationId and then use the Attribute Search.  That will only search calls in the last 30 days, but that fits your 24-hour timeframe.  Let me know if you need more information about doing this.    



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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