Alessandro_Boni | 2019-02-06 13:43:11 UTC | #1

Hi all, i need some information about this API:

/api/v2/externalcontacts/conversations/{conversationId}

What we need, is to associate a conversationID to an ExternalContact, without using the ANI information.

I also try to put the information directly from Developer Tools

{ "externalContactId": external Contact ID, "conversationId": conversationID, "communicationId": conversationID, "mediaType": "CALL" }

and the answer is "OK", but in Conversation History there are no reference to this ExternalContactId.

Maybe this change is allowed only when a conversation is online?

Thanks in advance Alessandro

anon39326996 | 2019-02-06 14:40:55 UTC | #2

Yes, correct, today you can only associate a conversation to an external contact while the conversation is with an agent. Can you share what you are trying to do? It would help inform our future work.

Alessandro_Boni | 2019-02-06 15:17:19 UTC | #3

Hi Lucie, thanks for your answer, what we need is to associate runtime an ExternalContact to a conversationID; this is our scenario:

• we have a lot of externalContact with only twitter Contact information populated (so there isn't any contact phone or mobile phone)
• from Architect, we've deployed an Action, to extract correctly the twitter Contact infomation using ANI and this API:

/api/v2/externalcontacts/reversewhitepageslookup

this flow works, but we need to assign that call to ExternalContact; we've tried the API:

/api/v2/externalcontacts/conversations/{conversationId}

but we dont't see any change on Conversation information, and the call doesn't appear on Interaction External Contact History; so you mean that this change could be available only when the call is active, calling an Action from Architect call flow?

BR Alessandro

anon39326996 | 2019-02-06 16:22:21 UTC | #4

It sounds like you are using data action to execute this via a flow. So the interaction is not yet closed by an agent or otherwise, it is yet to be routed. Is that correct?

If so, what you could do is add the ANI information to the external contact and save the info there so that when the conversation gets to an agent the external contact will be associated w/ the interaction automatically.

I'll also double check on whether you can do the association while the interaction is waiting in queue. I know you cannot do it once the interaction is finished.

anon39326996 | 2019-02-06 16:34:43 UTC | #5

I checked and we noticed that you don't seem to be supplying the correct communicationID:

{ "externalContactId": external Contact ID, "conversationId": conversationID, "communicationId": conversationID, "mediaType": "CALL" }

I'm not sure if that was a typo or if you are in fact supplying a conversation ID. You need to find the communication ID under the customer participant to do the association.

Alessandro_Boni | 2019-02-06 16:56:05 UTC | #6

Hi Lucie, many thanks for your help, it's correct that communicationID is created only when the agent answers the call? i try to find this attribute using API Conversation history, but there isn't any information.

I could try to simulate with a presence to agent when he associate the conversation to an external contact, and replicate this using an Action that works on agent side, i think i'll have the informations i need.

I'll let you know

BR Alessandro

anon39326996 | 2019-02-06 18:54:58 UTC | #7

Please make sure that you use the communication ID of the customer, not of the agent. What you're trying to do is say "this specific communication from this specific customer should be associated with this external contact, who represents said customer." So trying to use the agent's communication ID for this wouldn't work.

Alessandro_Boni | 2019-02-11 21:02:36 UTC | #8

Thanks Lucie, i've tried all the callflow and it's working correctly.

BR, Alessandro

system | 2019-03-14 21:02:38 UTC | #9

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

This post was migrated from the old Developer Forum.

ref: 4527