Bhaskar | 2023-11-24 10:47:46 UTC | #1
Hello,
I have created an workflow and used that to trigger a process automation for this topic: v2.detail.events.conversation.{id}.acw to know when agent leaves the conversation, So that I can ask the end user to some rating questions about the agent.
It is working fine when the conversation is closed for the first time, but if the same conversation gets opened again by the user, process is being triggered resulting the execution of agent close flow. Another observation is how many times the conversation is closed earlier those many times the process is getting executed instantly when the conversation gets opened.
Can I write any match condition so that the process gets triggered only when agent ends the conversation.
This is how my process looks like:
{
"id": "fc******_ *** _d1",
"name": "Agent left conversation trigger",
"topicName": "v2.detail.events.conversation.{id}.acw",
"target": {
"type": "Workflow",
"id": "52*****-c***9-**74-8**c-af****ae",
"workflowTargetSettings": {
"dataFormat": "TopLevelPrimitives"
}
},
"version": 4,
"enabled": true,
"matchCriteria": [
{
"jsonPath": "disconnectType",
"operator": "NotEqual",
"value": "TRANSFER"
}
],
"description": "Trigger to know when agent leaves the conversation",
"selfUri": "/api/v2/processautomation/triggers/fc******_ *** _d1"
}
Appreciate any help here. Thanks in advance.
Cincin | 2023-11-27 02:57:27 UTC | #2
Hi Bhaskar,
My apologies for piggy back on your post. I'm also in the same predicament where the workflow is getting triggered multiple times with the same topic.
I'm testing it on web messaging, I do notice that every new session will add to the number of triggers event, one per session id.
Here's my trigger:
{
"topicName": "v2.detail.events.conversation.{id}.acw",
"name": "Save data in ACW status",
"description": "Lauch workflow to save custom attributes data when an agent is in wrap-up process",
"conversationID": "string",
"enabled": true,
"target": {
"id": "ny-workflow-id-xxx",
"type": "Workflow",
"workflowTargetSettings" : {
"dataFormat" : "TopLevelPrimitives"
}
},
"matchCriteria": [
{
"jsonPath": "direction",
"operator": "Equal",
"value": "INBOUND"
},
{
"jsonPath": "mediaType",
"operator": "Equal",
"value": "MESSAGE"
},
{
"jsonPath": "messageType",
"operator": "Equal",
"value": "WEBMESSAGING"
}
]
}
Would be greatly appreciated if anyone can shed some light. Thank you.
system | 2023-12-27 02:55:08 UTC | #3
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