Append Conversation

Understand how to configure Append Conversation in Contact Center Enterprise

This node calls Webex Engage Append Conversation API to append the message to an existing conversation on Webex Engage. While configuring flows in Webex Connect, you’d need to use this node for appending a message from the end-user to an existing conversation. So that the same will be reflected in the agent desktop.

Authorization

Refer to section Node Authorizations for more information. .

Methods and Outcomes

Here’s a brief description of various methods, and corresponding output variables and node outcomes associated with each of the methods.

Method Name - Append Conversation

2038

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In the tables below, "n6" refers to the respective node ID.

Method NameOutput VariablesNode Outcomes
Append conversationTransId onInvalidData
onError
onInvalidChoice
onauthorizationfail
Failure
onAppendMessageFailure
onAppendMessageSuccess
onTimeout
ChannelField Value
Facebook MessengerCHANNEL - Facebook
CONVERSATION ID - $(n6.conversationId)
DIRECTION - Inbound
MESSAGE TYPE - Text With Attachments
TEXT - $(n2.messenger.message)
TIMESTAMP (IN UTC) - $(n2.messenger.ts)
SMSCHANNEL - SMS
CONVERSATION ID - $(n6.conversationId)
DIRECTION - Inbound
TEXT - $(n2.sms.message)
TIMESTAMP (IN UTC) - $(n2.sms.ts)
EmailCONVERSATION ID - $(n6.conversationId)
DIRECTION – Inbound
TIMESTAMP (IN UTC) - $(n2.email.timestamp)
FROM ADDRESS - $(n2.email.emailId)
TO RECEPIENTS - $(n2.email.toAddresses)
CC RECEPIENTS - $(n2.email.ccRecipients)
SUBJECT - $(n2.email.subject)
EMAIL HEADERS - $(n2.email.headers)
PLAIN BODY - $(messageStrippedText)
HTML BODY - $(messageHTML)
STRIPPED HTML - $(messageStrippedHTML)
ATTACHMENTS - $(parseDataAttachments)
Live ChatCHANNEL - Live Chat
CONVERSATION ID - $(n6.conversationId)
DIRECTION - Inbound, Outbound, Announcement

Direction Inbound - MESSAGE TYPE -
- Text
- Text With Attachments
- Live Chat Form Response
- Live Chat Carousel Response
- Live Chat Quick Replies
Response

Direction Outbound - MESSAGE TYPE -
- Text With Attachments
- Live Chat Text with Carousel
- Live Chat Text with Quick
Replies

Direction Announcement - Text
- TIMESTAMP (IN UTC)

TEXT - $(message)

TIMESTAMP (IN UTC) - $(n2.inappmessaging.timestamp)

ATTACHMENTS - $(parseDataAttachment)

QUICK REPLIES (Inbound) - $(n2.Inappmessaging.postback)

CAROUSALS (Inbound) - $(n2.Inappmessaging.postback)

QUICK REPLIES (Outbound) - $(n.send.quickreplies)

CAROUSALS (Outbound) - $(n.send.template)
WhatsAppCHANNEL - WhatsApp

Conversation ID - $(conversationId)

TEXT - $(messageFromCustomer)

TIMESTAMP (IN UTC) - $(n2.whatsapp.ts)

ATTACHMENTS - $(parseDataAttachment)

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Note

Based on the Direction selected in Live Chat the Message Type will be changed accordingly.
When Direction is selected as Inbound the Message Types are:

  • Text
  • Live Chat Form Response
  • Text With Attachments is default value selected
  • Live Chat Carousel Response
  • Live Chat Quick Replies Response

Method Name - Append Conversation

Input VariablesOutput Variable
CHANNEL – Facebook Messenger

CONVERSATION ID - $(n6.conversationId)

_ Conversation from the output variables of the Search Conversation is the Conversation ID

DIRECTION – Inbound

TEXT - $(messageFromCustomer)

_ This is one of the Evaluate node variables which contains the processed incoming message object from customer respectively

_ Message from the output variables of the start node is the message. The message will be appended to the conversation

TIMESTAMP (IN UTC) - $(n2.messenger.ts)

_ $(n2.messenger.ts) is the timestamp of the message

ATTACHMENT - $(parseDataAttachment)

* This is one of the Evaluate node variables which contains the processed incoming attachment array object from customer respectively
TransId

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Note

When the variable is selected from the previous node output variables, the nodeid will be the prefix for the variable. Eg., sms.serviceNumber is an output variable of start node (node id 2), then the variable becomes $(n2.sms.serviceNumber)

Method Name - Append Conversation

Input VariablesOutput Variables
CHANNEL – SMS

CONVERSATION ID - $(n6.conversationId)

• Conversation from the output variables of the Search Conversation is the Conversation ID
DIRECTION – Inbound

TEXT - $(n2.sms.message)

• Message from the output variables of the start node is the message. The message will be appended to the conversation

TIMESTAMP (IN UTC) - $(n2.sms.ts)

• $(n2.sms.ts) is the timestamp of the message

Note: when the variable is selected from the previous node output variables, the nodeid will be the prefix for the variable.

Eg., sms.serviceNumber is an output variable of start node (node id 2), then the variable becomes $(n2.sms.serviceNumber)
TransId

Method Name - Append Conversation

Input VariablesOutput Variables
CHANNEL – EMAIL

CONVERSATION ID - $(n6.conversationId)

_ Conversation from the output variables of the Search Conversation is the Conversation ID

DIRECTION – Inbound

FROM EMAIL ID - $(n2.email.emailId)

_ emailId in the output variables of the start node is from email id

EMAIL SUBJECT - $(n2.email.subject)

_ Subject in the output variables of the start node is the subject

TO RECEPIENTS - $(n2.email.toAddresses)

_ ToAddresses in the output variables of the start node is the To Recepients

CC RECEPIENTS - $(n2.email.ccRecipients)

_ ccRecepients in the output variables of the start node is the CC Recepients

TIMESTAMP (IN UTC) - $(n2.email.timestamp)

_ Timestamp in the output variables of the start node which contains the Email Timestamp

EMAIL HEADERS - $(n2.email.headers)

_ Email Headersvin the output variables of the start node is the Email Headers

PLAIN BODY - $(messageStrippedText)

_ messageStrippedText in the custom variables is the Plain body

HTML BODY - $(messageHTML)

_ MessageHTML in the custom variables is the HTML body

STRIPPED HTML - $(messageStrippedHTML)

_ messageStrippedHTML in the custom variables is the Stripped HTML

ATTACHMENT - $(parseDataAttachment)

* This is one of the Evaluate node variables which contains the processed incoming attachment array object from customer respectively
TransId

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Note

When the variable is selected from the previous node output variables, the nodeid will be the prefix for the variable. Eg., sms.serviceNumber is an output variable of start node (node id 2), then the variable becomes $(n2.sms.serviceNumber)

Method Name - Append Conversation

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Note

Append Conversation has two versions 1.0 and 1.3

Input VariablesOutput VariablesVersions
CHANNEL – LIVECHAT

CONVERSATION ID - $(n6.conversationId) (Here, n6 is the respective node ID)

_ Conversation from the output variables of the Search Conversation is the Conversation ID

DIRECTION – Inbound

MESSAGE TYPE -
Text
Text With Attachments
Live Chat Form Response
Live Chat with Carousel Response
_ Live Chat with Quick Replies Response

Live Chat Quick Replies Response Object/Live Chat Carousels Response Object: $(Inappmessaging.postback)

DIRECTION – Outbound

MESSAGE TYPE -
Text With Attachments
Live Chat Text with Carousel
_ Live Chat Text with Quick Replies

Live Chat Quick Replies Object/Live Chat Carousels Object: $(n.send.template) or $(n.send.quickreplies)

ATTACHMENT - $(parseDataAttachment)

_ This is one of the Evaluate node variables which contains the processed incoming attachment array object from customer respectively

TEXT - $(message)

_ message is one of the custom variables which contains the message

TIMESTAMP (IN UTC) - $(n2.inappmessaging.timestamp)

_ $(n2.inappmessaging.timestamp) is one of the start node variables which contains the Timestamp

DIRECTION – Announcement

TEXT - $(message)

_ message is one of the custom variable which contains the message

TIMESTAMP (IN UTC) - $(n2.inappmessaging.timestamp)
_ Timestamp in the output variables of the start node which contains the Timestamp

* $(n2.inappmessaging.timestamp) is one of the start node variables which contains the Timestamp
TransIdText With Attachments, Live Chat Carousel Response,
Live Chat Quick Replies Response are available in v1.3 for Inbound Direction

ext With Attachments, Live Chat Text With Carousel, Live Chat Text With Quick Replies are available in v1.3 for Outbound Direction

Announcement is available in v1.3

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Note

When the variable is selected from the previous node output variables, the nodeid will be the prefix for the variable. Eg., sms.serviceNumber is an output variable of start node (node id 2), then the variable becomes $(n2.sms.serviceNumber)

Method Name - Append Conversation

Input VariablesOutput Variables
CHANNEL – WhatsApp

CONVERSATION ID - $(conversationId)

_ Conversation ID from the output variables of the Search Conversation

Direction – Inbound/Outbound

Text – $(messageFromCustomer)

_ This is one of the Evaluate node variables which contains the processed incoming message from the customer.

_ Message text from end customer

Timestamp - $(n2.whatsapp.ts)

_ Timestamp in UTC

Attachments – $(parseDataAttachment)

* This is one of the Evaluate node variables which contains the processed incoming attachment array object from customer respectively
TransId