Paul_Lewis | 2022-10-18 04:29:02 UTC | #1
Scenario: Inbound Message Flow -> Bot Flow -> return to Inbound Message Flow -> Agent
I thought I knew how to do this but I am not sure I've got it right. If I have got it right, then it's a bug I will have to log a case for. Any confirmation here one way or the other would be useful!
I refer to answer here being the correct way to achieve my goal: API to get historical message data? - Web Messaging - Genesys Cloud Developer Forum
Using API I would like to retrieve all messages pertaining to a web messaging conversation. I use: GET /api/v2/conversations/messages/{conversationId}
Retrieve from the participant data all of the messageId's Then call POST /api/v2/conversations/messages/{conversationId}/messages/bulk with body containing json list of the message ID's retrieved in step 1
All of the message ID's requested are returned by the API in step 2 (i.e. I'm not missing any responses). However, not all of the message id's are returned by the first API. Why do I think that? Interaction view in GC shows the transcript for the conversation which shows the customer interaction with bot as well as bot interaction with customer. This implies that the text and speech anaytics engine was able to get all of the messages (somehow). In the data returned by GET /api/v2/conversations/messages/{conversationId} I do not get any message Id's returned for the Inbound customer responses to the bot I see all of the Outbound bot text, and I see all of the agent/customer text once it gets to the agent.
(Note: IN the Message Flow we bypass bot when Message.IsNewConversation is false)
system | 2022-11-18 04:29:53 UTC | #2
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