Maragatham | 2022-07-25 14:04:43 UTC | #1
During asynchoronous message, Genesys Cloud treats multiple messages as part of the same conversation as long the conversation’s disconnected period is less than 72 hours (default).
Is there a way how this works and what is the unique concepts to identify the same conversation within the time period.
Is there way to find total number of messages sent within the disconnect period.
jacobshaw | 2022-07-26 15:16:51 UTC | #2
HI @Maragatham One way to get the number of messages for the conversation is using the GET /api/v2/conversations/messages/{conversationId} API endpoint. The response will contain an array of messages per participant. You can use the length of these arrays to find the total messages.
Regarding how the timeout works, the question is broad but there are several questions whose answers briefly touch on this in the FAQ of the Resource Center, for example this one: https://help.mypurecloud.com/faqs/under-what-circumstances-is-the-customer-message-history-cleared/
system | 2022-08-26 15:17:44 UTC | #3
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