Create conversation

When setting up flows in Webex Connect, you may use this node to create a conversation with the customer's channel identity and the business's channel asset. Some channels may need additional context to resolve a message, such as including the subject line in email conversations. This node utilizes the "Create Conversation" API to check for existing conversations on Webex Engage. A detailed guide is available in the table below:

Configuration

To configure a Create conversation node, follow these steps:

1. Drag and drop the Create conversation node from the Node palette from the left side of the screen.
2. Double-click the Create conversation node to view the configuration settings.

3. Choose Create conversation from the Method Name drop-down list.
4. Choose Authorization from the Node Authorization drop-down list.
   We recommend you set Authorization to a Default Authentication configured in WxEngage's Integrations screen under WxConnect's Integrations. Once you re-authenticate from the Integrations screen, all your nodes across flows will pick up the updated token.
5. Choose a channel from the Channel drop-down list.

• SMS - If you choose SMS channel, you will view following settings:
  • Conversation Alias ID - Enter a Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • Business Longcode / Shortcode - Choose your Longcode / Shortcode from the Business Longcode / Shortcode drop-down list.
  • Customer Mobile Number - In general the value is set to $(n2.sms.msisdn).
    MSISDN from the output variables of the start node is the customer mobile number.
  • Customer Name - The value is null or generally set to a value fetched from external services.
    To be fetched from external services (if any), else set to null.
  • Message Type - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.messenger.transId).
        A unique auxiliary external reference identifier is used to map the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type - Choose a message type from the drop-down list:
        • Text - $(n2.sms.message)
          Message from the output variables of the start node is the Text.
  • Timestamp - (ISO8601 Format in UTC Timezone) - $(n2.sms.ts)
    tsin the output variables of the start node which contains the SMS Timestamp.
  • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer SMS schema here.
  • Custom Fields (Optional)
    Scope: Choose the scope of the field. It can be set to Conversation or Profile(mapped to the customer's 360 degree profile).
    Key: Key of the field.
    Value: Value of the field.
• Facebook Messenger - If you choose Facebook Messenger channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • Page ID - Choose your Facebook Messenger Page from the Page ID drop-down list.
  • Scoped ID (PSID) - $(n2.messenger.psId).
    PSID from the output variables of the start node is the Facebook PSID.
  • Customer Name - $(n2.messenger.name).
    name from the output variables of the start node is the Customer Name.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.messenger.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type - Recommended to set to Text with attachments.
        Choose a message type from the drop-down list:
        • Text - $(n2.messenger.message).
          message from the output variables of the start node is the Text.
        • Text with attachments - If you select Text with attachments, you will view following options:
          • Text - $(n2.messenger.message).
            message from the output variables of the start node is the Text.
          • Attachments - $(parseDataAttachment).
            This is one of the Evaluate node variables which contains the processed inbound attachment array object.
    • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer FBM schema here.
  • Timestamp (IN UTC) - $(n2.messenger.ts).
    ts in the output variables of the start node which contains the Messenger Timestamp.
  • Custom Fields (Optional).
    • Scope: Choose the scope of the field. It can be set to Conversation or Profile(mapped to the customer's 360 degree profile).
    • Key: Key of the field.
    • Value: Value of the field.
• Livechat - If you choose Livechat channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • Livechat App - Choose your App from the Livechat App drop-down list.
  • Livechat Website Domain - It is stored under custom variables.
    Website domain in which the Live Chat widget is embedded. The website domain is available in the app settings page.
  • Livechat Thread ID - In general the value is set to $(n2.inappmessaging.threadId).
    threadId from the output variables of the start node is the Thread ID.
  • Livechat User ID - In general the value is set to $(n2.inappmessaging.userId)
    userId from the output variables of the start node is the Customer Address.
  • Livechat Browser Fingerprint - In general the value is set to $(n2.inappmessaging.userId).
    userId from the output variables of the start node is the Livechat Browser Fingerprint.
  • Customer Name - It is fetched from Receive node's Form Response (that accepts Name as one of the Form Fields) or an external system.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.messenger.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type: Choose a message type from the drop-down list:
        • Text with Attachments: If you choose Text with attachments, you will view following settings:
          • Text - Generally set to$(n2.inappmessaging.message).
            message from the output variables of the start node is the Text.
          • Attachments - In general the value is set to $(parseDataAttachment) in templated flows.
            This is one of the Evaluate node variables which contains the processed inbound attachment array object.
        • Livechat Text with carousel: If you choose Live text with carousel, you will view following fields:
          • Text - $(n2.inappmessaging.message).
            message from the output variables of the Start node is the Text.
          • Livechat Carousel Object - JSON or Flow variable
            Pick up from the Send node output variables
        • Livechat Text with quick replies: If you choose Live text with quick replies, you will view following fields:
          • Text - $(n2.inappmessaging.message).
            message from the output variables of the Start node is the Text.
          • Quick Replies Object - JSON or Flow variable
            Pick up from the Send node output variables
        • Livechat Form Response - JSON or Flow variable.
          Pick up from the Receive node output variables.
        • Livechat Carousel Response - JSON or Flow variable.
          Pick up from the Receive node output variables.
        • Livechat Quick Replies Response - JSON or Flow variable
          Pick up from the Receive node output variables
  • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer Livechat schema here.
  • Timestamp (IN UTC) - $(n2.messenger.ts)
    tsin the output variables of the start node which contains the Messenger Timestamp.
  • Custom Fields (Optional)
    Scope: Choose the scope of the field. Can be set to Conversation or Profile(mapped to the customer's 360 degree profile)
    Key: Key of the field
• Email - If you choose Email channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • Business Email ID- Choose your Email ID from the Business Emaild ID drop-down list.
  • Subject - In general the value is set to $(n2.email.subject).
    subject in the output variables of the start node is the Subject.
  • Customer Email ID - In general the value is set to $(n2.email.emailId).
    emailId in the output variables of the start node is Customer Email ID.
  • Customer Name - In general the value is set to $(n2.email.senderName).
    The customer's name may only be occasionally received from inbound emails, depending on the email servers' capabilities.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.email.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type - Set to email.
      • From Address - In general the value is set to $(n2.email.emailId).
        emailId in the output variables of the start node is From Address.
    • To address - In general the value is set to $(n2.email.toAddresses).
      toAddresses in the output variables of the start node is the To Address.
    • Cc Recipients - In general the value is set to $(n2.email.ccRecipients).
      ccRecipients in the output variables of the start node is the Cc Recipients.
    • Email headers - In general the value is set to $(n2.email.headers).
      Email headers key-value pairs object obtained from the start node output variables.
    • HTML email body - In general the value is set to $(n2.messenger.htmlBody).
      htmlBody in the output variables of the start node is the HTML email body.
    • Plain email body - In general the value is set to $(n2.email.strippedText).
      strippedText in the output variables of the start node is the HTML email body.
    • Stripped HTML - In general the value is set to $(n2.email.strippedHtml).
      strippedHtml in the output variables of the start node is the Stripped HTML.
    • Stripped text - In general the value is set to $(n2.email.strippedText).
      strippedText in the output variables of the start node is the Stripped Text.
    • Attachments - In general the value is set to $(parseDataAttachment).
      This Evaluate note variable contains the processed array object of incoming attachments from the customer.
  • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer Email schema here.
  • Timestamp (IN UTC) - $(n2.messenger.ts).
    ts in the output variables of the start node which contains the Messenger Timestamp.
  • Custom Fields (Optional)
    Scope: Choose the scope of the field. Can be set to Conversation or Profile(mapped to the customer's 360 degree profile).
    Key: Key of the field.
    Value: Value of the field.
• Apple Messages for Business (AMB) - If you choose AMB channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • AMB Account IDChoose your Account ID from the AMB Account ID drop-down list.
  • AMB User ID - In general the value is set to $(n2.abc.abcUserId).
    abc.abcUserId in the output variables of the start node is the AMB User ID.
  • Customer Name - In general the value is set to $(customerName).
    By default, AMB does not provide a customer name. You can set this to a variable that points to a value obtained from external integrations such as CRMs.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.abc.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type: Choose a message type from the drop-down list:
      • Text with Attachments: If you choose Text with attachment, you will view the following fields:
        • Text - Generally set to $(n2.abc.message).
          message from the output variables of the start node is the Text.
        • Attachments - In general the value is set to $(parseDataAttachment) in templated flows.
          This is one of the Evaluate node variables which contains the processed inbound attachment array object.
      • AMB List picker response - JSON or Flow variable.
        Pick up from the Receive node output variables.
      • AMB Time picker response - JSON or Flow variable.
        Pick up from the Receive node output variables.
      • AMB Form response - JSON or Flow variable.
        Pick up from the Receive node output variables.
      • AMB Quick replies response - JSON or Flow variable.
        Pick up from the Receive node output variables.
      • AMB List picker - In general value is set to $(n30.send.listPicker).
        Pick up from the Output variables of an AMB send node.
      • AMB Time picker - In general value is set to $(n30.send.timePicker).
        Pick up from the Output variables of an AMB send node.
      • AMB Form - In general value is set to $(n30.send.response_interactive).
        Pick up from the Output variables of an AMB send nodeAMB Quick replies.
      • AMB Quick replies - In general value is set to $(n30.send.quickReplies).
        Pick up from the Receive node output variables.
    • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer AMB schema here.
  • Timestamp (IN UTC) - In general value is set to $(n2.abc.ts).
    ts in the output variables of the start node which contains the Timestamp.
  • AMB Capability List - In general value is set to $(n2.abc.capabilityList).
    Determines the message types that the customer's device supports.
  • Custom Fields (Optional): Click ADD NEW to add custom fields. You will view the following fields:
    Scope: Choose the scope of the field. Can be set to Conversation or Profile(mapped to the customer's 360 degree profile).
    Key: Key of the field.
    Value: Value of the field.
• WhatsApp - If you choose WhatsApp channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • WhatsApp Longcode - Choose your Longcode from the WhatsApp Longcode drop-down lis.
  • WhatsApp Mobile Number - In general the value is set to $(n2.whatsapp.waId).
    waId in the output variables of the start node is the subject.
  • Customer Name - $(n2.whatsapp.username)
    name from the output variables of the start node is the Customer Name.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None: Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.whatsapp.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
        • Message Type: Choose a message type from the drop-down list:
          • Text - In general the value is set to $(n2.whatsapp.message).
            message from the output variables of the start node is the Text.
          • Text with attachments: If you choose Text with attachments, you will view the following fields:
            • Text - In general the value is set to $(n2.whatsapp.message).
              message from the output variables of the start node is the Text.
            • Attachments - In general the value is set to $(parseDataAttachment).
              This is one of the Evaluate node variables which contains the processed inbound attachment array object.
          • WhatsApp Interactive Response - JSON or variable.
            Construct a JSON as per the payload mentioned in the WAB schema page.
    • WhatsApp List - In general the value is set to $(n30.send.response_interactive).
      response_interactive from the output variables of the Send node is WhatsApp List.
    • WhatsApp Buttons - In general the value is set to $(n2.send.response_interactive).
      response_interactive from the output variables of the Send node is WhatsApp Buttons.
  • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer WhatsApp schema here.
  • Timestamp (IN UTC) - $(n2.whatsapp.ts).
    ts in the output variables of the start node which contains the WhatsApp Timestamp.
  • Custom Fields (Optional): Click ADD NEW to add custom fields. You will view the following fields:
    Scope: Choose the scope of the field. Can be set to Conversation or Profile(mapped to the customer's 360 degree profile).
    Key: Key of the field.
    Value: Value of the field.
• API - If you choose API channel, you will view following settings:
  • Conversation Alias ID - Unique Auxiliary reference identifier that you would like to associate to the Conversation ID.
  • Business ID - Choose your ID from the Business ID drop-down list.
  • User ID - Custom variable.
    Unique identifier of the customer as per the channel in context.
  • Customer Name - $(n2.whatsapp.username).
    name from the output variables of the start node is the Customer Name.
  • Messages(s) (Optional) - Choose Text from the Message Type drop-down list.
    • None - Creates a blank conversation without any messages.
    • Single Message: If you choose single message, you will view following settings:
      • Message Alias ID - In general the value is set to $(n2.whatsapp.transId).
        Unique auxiliary external reference identifier to maps to the message.
      • Direction - Choose the direction (Inbound or Outbound or Announcement) of the message from the Direction drop-down list.
      • Message Type - Choose a message type from the drop-down list.
        • Text - $(n2.whatsapp.message).
          message from the output variables of the start node is the Text.
        • Text with Attachments - If you choose Text with attachments, you will view following fields:
          • Text - $(n2.whatsapp.message).
            message from the output variables of the start node is the Text.
          • Attachments - $(parseDataAttachment).
            This is one of the Evaluate node variables which contains the processed incoming attachment array object from the customer respectively.
  • Timestamp (IN UTC) - Custom Timestamp Variable.
    ISO8601 format of the timestamp.
  • Dynamic Multi-message(s) JSON array: Pass a variable containing a JSON array. Refer API schema here.

Output variables

📘

Note:

Although the output variables do not display the conversation ID created, you can use this value later in the flow with the variable $(conversation).

Node outcomes