Andy,
In digital messaging all channels use the preferred agent logic, which is as you stated.
It does
not skip the flow though. The flow is triggered when it's a new conversation or the previous conversation was disconnected. The flow tells "how" to route that message, the flow that was setup
could have changed since the conversation was disconnected. So it triggers the flow each time there. But as you said if the Agent that handled it last is Idle AND the flow is routing the message to a Queue again, then the previous agent will get it again.
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Greg Boston
Genesys - Employees
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Original Message:
Sent: 09-09-2022 10:36
From: Andy Jackson
Subject: Web messaging replies now bypass 'Inbound Message' flow?
Its not still connected but Web Messaging / Open messaging looks for the last agent that took the chat, and if they are in an idle state it sends it direct to them as part of the same conversaton, I am sure I read it ignores the flow if they are
Thanks
Andy Jackson
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Original Message:
Sent: 9/9/2022 9:12:00 AM
From: Greg Boston
Subject: RE: Web messaging replies now bypass 'Inbound Message' flow?
Andy,
When you say "Agent idle" that means they are still connected to the conversation. Unless i am misunderstanding what you are saying. So in that case you are correct, Flow is not executed again, because agent and conversation is still connected.
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Greg Boston
Genesys - Employees
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Original Message:
Sent: 09-09-2022 08:34
From: Andy Jackson
Subject: Web messaging replies now bypass 'Inbound Message' flow?
It will ignore it if the last agent handling is idle though? I thought
Thanks
Andy Jackson
Disclaimer
The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be unlawful.
This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more Click Here.
Original Message:
Sent: 9/9/2022 8:26:00 AM
From: Greg Boston
Subject: RE: Web messaging replies now bypass 'Inbound Message' flow?
Hi Jeff,
If the Conversation is in a `disconnected` state. Then the next inbound message should trigger the flow again, no matter. It would bypass the flow, if the conversation stayed connected for some reason. "In Queue Flows" do add a little complexity here, and there could possibly be a bug with some usages there, if you are using those. If you are not, then you should see no change in existing behaviors you had before that feature was released. I would suggest you open a customer support case here for more investigation.
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Greg Boston
Genesys - Employees