balakrishnan | 2021-07-15 10:05:11 UTC | #1
Hi, We have a architect flow for in bound message.First it will connect to bot connector then on escalation it will transfer to ACD agents.We need to check a flow whether a particular session is already transferred to ACD agents in previous conversations.We have gone through the https://help.mypurecloud.com/articles/architect-default-variables/ and we can use Message.IsNewConversation to check whether the conversation is new or not.Is there any variable that we can use to check about the transfer??
Thanks, BalaKrishnan Rangasamy
Jerome.Saint-Marc | 2021-07-19 08:50:38 UTC | #2
Hello,
No, there is no Architect built-in variable that indicates if the Web Messaging conversation was already connected to an agent or not.
You could possibly attach a Participant Data attribute before transferring the conversation to the ACD Queue (Set Participant data action), and check at the beginning of your flow if the attribute is present or not (Get Participant Data action). If that is an acceptable approach, it would probably the easiest approach (and one that does not consume an additional API call).
Otherwise, you could create a Genesys Cloud Data Action that invokes GET /api/v2/conversations/{conversationId} and checks if there is already a participant with purpose=agent in it.
Regards,
system | 2021-08-19 09:04:13 UTC | #3
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