Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Process Automation - Email - Getting worklflow called twice with acd.end

  • 1.  Process Automation - Email - Getting worklflow called twice with acd.end

    Posted 06-05-2025 18:24

    Facundo_Nowicky | 2023-01-12 20:48:06 UTC | #1

    Hello, Working with Triggers to have a workflow process an Email conversation after each time an agent works with it. I originally was using the topic v2.detail.events.conversation.{id}.acw , to trigger after the agent entered ACW, however it is inconsistent, even when the agent did enter ACW, the trigger would not call the workflow every time,

    (As an FYI this was the configuration:

    { "name": "After ACW on mail interaction trigger", "topicName": "v2.detail.events.conversation.{id}.acw", "target": { "type": "Workflow", "id": "8c5ec65e-2eb3-4707-9173-9c558810a291" }, "enabled": true, "matchCriteria": [ { "jsonPath": "mediaType", "operator": "Equal", "value": "EMAIL" } ] }

    This worked perfectly in our test org, but it didn't call the workflow consistently in the customer's organization (even with the same ACW config) So, I'm using v2.detail.events.conversation.{id}.acd.end , which consistently works... but it calls the workflow TWICE , the process generates output and I've confirmed it runs twice. And seemingly almost concurrently, because I tried the old "Singleton" trick checking for a variable (participant Data) and loading it if not found or stopping if found. And it still loads twice.

    What's causing the double execution? Is it triggered for both participants? (Agent and customer?) What Filter could be used to cause a single execution? What part of the Schema can be checked for 1 side?

    Regards.

    PS: This is the trigger config:

    { "name": "After ACW on mail interaction trigger2", "topicName": "v2.detail.events.conversation.{id}.acd.end", "target": { "type": "Workflow", "id": "8c5ec65e-2eb3-4707-9173-9c558810a291" }, "enabled": true, "matchCriteria": [ { "jsonPath": "mediaType", "operator": "Equal", "value": "EMAIL" } ] }

    jacobshaw | 2023-01-13 18:53:00 UTC | #2

    Hi @Facundo_Nowicky

    I have found using the v2.detail.events.conversation.{id}.acd.end topic that there are two events when the call is transferred out of the queue and answered by an agent, and the only difference in the events is that the "acdOutcome" is "UNKNOWN" in one and "ANSWERED" in another. If you're experiences something similar, as a workaround you could try adding a matchCriteria like this:

    "matchCriteria": [
  {
    "jsonPath": "acdOutcome",
    "operator": "NotEqual",
    "value": "UNKNOWN"
  }
]

    Or adapt that to your case. If you believe this is a bug, please open a ticket with Genesys Cloud Customer Care

    Facundo_Nowicky | 2023-01-13 18:42:47 UTC | #3

    Hi Jacob, thank you so much for this info, Just to be clear , are we talking of ACW end? or ACD end? I found ACD end triggers after the conversation "ends" (in emails, is after the agent either sends an email, or just disconnects the conversation). ACW end as I mentioned, is not actually triggering, even if the agent goes through ACW... I will try this matchCriteria though. Thank you!

    jacobshaw | 2023-02-02 17:29:06 UTC | #4

    @Facundo_Nowicky Whoops, the acw.end was a typo. I mean to say v2.detail.events.conversation.{id}.acd.end. Thank you.

    system | 2023-02-13 18:53:17 UTC | #5

    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: 17972



Related Content