Genesys Cloud - Main

Dears

I have inquire about the built-in variable, Message.IsNewConversation, and how I can effectively utilize it in my current use case. Specifically, I am tasked with determining

whether the end user has contacted us within 48 hours through social channels. Upon my research, I discovered the presence of the aforementioned variable, but I am

unsure about the evaluation method for it. Could you please provide me with some guidance on how to utilize the Message.IsNewConversation variable? Additionally, I

would appreciate any information regarding how it is evaluated. Thank you in advance for your assistance 

#ArchitectureandDesign

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Mohannad haddad
Fourth Dimension Systems LLC
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Hi Mohannad,

The settings under Threading Timeline determines within what time a new message is considered a part of the same conversation.
If a new message comes in before the time set it's added to the existing conversation, if it comes in after the time set it creates a new conversation.

You can check variable Message.IsNewConversation if it's true or false in an Architect flow.

An exception to this is if you use the Display conversation status and disconnect session setting with Web Messaging as this will end the conversation when the agent disconnects the interaction.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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