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  • 1.  Triggers not working - v2.detail.events.conversation.{id}.wrapup

    Posted 01-15-2025 19:30
    Edited by Mark Kastner 01-15-2025 19:31
      |   view attached
    No replies, thread closed.

    I'm having difficulty getting a Trigger to work. Before posting here I spent time researching. I found similar issues and copied the proposed solutions, but none have worked. I've taken it down to only 1 condition and attempted it both with and without quotation marks around the value. I also tried it with the text value (the wrapup code name) also with and without quotation marks. However, calls with the defined wrapup code never hit the Workflow Target. Also, I know the target works, because manual tests and verification using API of call data prove it.  Any idea why this trigger isn't working?


    #ArchitectureandDesign

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    Mark Kastner
    VP Reservations
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  • 2.  RE: Triggers not working - v2.detail.events.conversation.{id}.wrapup
    Best Answer

    Posted 01-15-2025 19:56
    No replies, thread closed.

    If its Agent Wrapup then you need to use "v2.detail.events.conversation.{id}.acw" topic



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    Cheers
    Zubair
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  • 3.  RE: Triggers not working - v2.detail.events.conversation.{id}.wrapup

    Posted 01-15-2025 20:43
    No replies, thread closed.

    Thank you for the suggestion. I changed Topic to "v2.detail.events.conversation.{id}.acw", but the trigger still did not send the call to the Workflow.



    ------------------------------
    Mark Kastner
    VP Reservations, Service
    ------------------------------

    Original Message


  • 4.  RE: Triggers not working - v2.detail.events.conversation.{id}.wrapup

    Posted 01-15-2025 20:56
    No replies, thread closed.

    To confirm, is the trigger based on the Agent Wrapup or the Wrapup is set in the Architect Flow?

    In your workflow, set the first action as "Send Notification" to send a notification to your email address. this will confirm if your workflow is triggering or not. It may be some other issue in your workflow.



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    Cheers
    Zubair
    ------------------------------

    Original Message


  • 5.  RE: Triggers not working - v2.detail.events.conversation.{id}.wrapup

    Posted 01-16-2025 10:13
    No replies, thread closed.

    You and I think alike. I have Send Notification at each step of Workflow so I can verify actions. Unfortunately, the Trigger doesn't start the Workflow as I never receive the Send Notification at the start of the Workflow.

    To my understanding, the trigger is based on agent selected wrapup code.



    ------------------------------
    Mark Kastner
    VP Reservations, Service
    ------------------------------

    Original Message


  • 6.  RE: Triggers not working - v2.detail.events.conversation.{id}.wrapup

    Posted 01-16-2025 16:29
    No replies, thread closed.

    to make sure, I just testedv2.detail.events.conversation.{id}.acw trigger with wrapupCode == <wrapupId> and my workflow started fine. Once the call ended, agent selected the required wrapup code which then triggered the workflow. 

    Its hard to guess without looking at the all the setup. You may have tried it already but if you have any other working workflow then point this trigger to that workflow see if that works. 



    ------------------------------
    Cheers
    Zubair
    ------------------------------

    Original Message


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