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Inbound messaging - time waiting in message queue

  • 1.  Inbound messaging - time waiting in message queue

    Posted 06-05-2025 18:36

    jarlei | 2022-05-26 18:55:18 UTC | #1

    Hi Folks!

    Using the Open Messaging API and knowing that a conversation lasts up to 72 hours I have some doubts:

    1- is the time of 72 hours measured from the first msg sent by the customer? 2- If the client sends a msg at the timestamp 71:00:00 one minute after a new conversation will be created? 3-how long can a conversation wait on queue for an agent to answer the interaction? 4- Is it possible to abandon a messaging conversation in the queue?

    BR

    John_Carnell | 2022-06-08 12:45:46 UTC | #2

    Hi Jarei,

    I will try to answer as best as I can:

    1. The time starts from the first message sent by the customer, but I believe it resets and starts counting up 72 hours after each disconnect.
    2. If the client sends a msg one minute after the 72 hours it will start a new conversation.
    3. A message will wait in a queue indefinitely. However, you can set service level alerts on the message so that the interaction will be flagged in recording.
    4. I believe you can do it using the PATCH /api/v2/conversations/messages/{conversationId} call. To move it off queue you would set the state to be Disconnected. There is an example of doing this with a call (different API) same concept here.

    Thanks, John Carnell Manager, Developer Engagement

    system | 2022-07-08 12:46:39 UTC | #3

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 14897



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