Sandesh_H | 2020-06-01 18:00:42 UTC | #1
Hi Forum members,
We are trying to initiate web survey post message interaction(FB Messenger). We have created a policy for same. We have noticed that whenever interaction arrives for the first time, the policy is triggered and survey flow in invoked. However, we have noticed that whenever customer tries to contact us again the same interaction ID is updated with the new conversations and hence policy is not getting triggered.
How can we end the interaction each time the conversation is ended? or any other ways to trigger policies for message interactions.
Is Genesys Cloud configured to create a single interaction Id per customer? Can we over-ride this based on conversation start?
Thank you, Sandesh
system | 2020-07-02 18:01:03 UTC | #2
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