Create Conversation

Understand how to configure Create Conversation in Contact Center Enterprise

This node calls Webex Engage Create Conversation API to create conversation on Webex Engage. While configuring flows in Webex Connect, you’d need to use this node for creating a conversation with the customer and channel details

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 - Create Conversation

2040
Method NameOutput VariablesNode Outcomes
Create ConversationTransId onInvalidData
onError
onInvalidChoice
onTimeout
onauthorizationfail
Failure
onConversationCreated
onConversationFailed
ChannelField Value
Facebook MessengerFACEBOOK PAGE ID - $(FBpageid)
FACEBOOK PS ID - $(n2.messenger.psId)
CUSTOMER NAME - $(n2.messenger.name)
DIRECTION - Inbound
MESSAGE TYPE - Text/text with attachments
TEXT - $(n2.messenger.message)
TIMESTAMP (IN UTC) - $(n2.messenger.ts)
SMSBUSINESS LONGCODE/SHORTCODE - $(n2.sms.serviceNumber)
CUSTOMER MOBILE NUMBER - $(n2.sms.senderNumber)
CUSTOMER NAME - $(n2.sms.name)
DIRECTION - Inbound
TEXT - $(n2.sms.message)
TIMESTAMP (IN UTC) - $(n2.sms.ts)
EmailBUSINESS EMAIL ID - $(bizemailid)
FROM EMAIL ID - $(n2.email.emailId)
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 - $(parsedattachments)
LiveChatCUSTOMER NAME - Customer
THREAD ID - $(n2.inappmessaging.threadId)
LIVECHAT USER ID - $(n2.inappmessaging.userId)
LIVECHAT APP ID - $(n2.inappmessaging.appId)
LIVECHAT WEBSITE DOMAIN - Need to be configured in custom variables
DIRECTION - Inbound, Outbound, Announcement
MESSAGE TYPE - Text With Attachments
TEXT - $(message)
TIMESTAMP (IN UTC) - $(n2.inappmessaging.timestamp)
ATTACHMENTS - $(parseDataAttachment)
LIVE CHAT WITH QUICK REPLIES
LIVE CHAT WITH CAROUSALS
WhatsAppWA BUSINESS ID - $(n2.whatsapp.waId)
CUSTOMER NAME - $(n2.whatsapp.username)
DIRECTION - Inbound
MESSAGE TYPE - Text With Attachments
TEXT - $(messageFromCustomer)
TIMESTAMP (IN UTC) - $(n2.whatsapp.ts)
ATTACHMENTS - $(parseDataAttachment)
Input VariablesOutput Variables
CHANNEL – Facebook

DIRECTION – Inbound

MESSAGE TYPE - Text With Attachments

TEXT - $(messageFromCustomer)

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

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

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

FACEBOOK PAGE ID - $(FBpageid)

_ Messenger page Id is available in the Facebook section in the Assets section. When the flow is imported, the user must copy the Facebook page id from the assets section to the FBpageid custom variable

FACEBOOK PS ID - $(n2.messenger.psId)

_ psId from the output variables of the start node is the Facebook PS ID

CUSTOMER NAME - $(n2.messenger.name)

_ name from the output variables of the start node is the Customer Name

Attachments – $(parseDataAttachment)

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

📘

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)

Input VariablesOutput Variables
CHANNEL – SMS

DIRECTION – Inbound

TEXT - $(n2.sms.message)

_ Message from the output variables of the start node which contains the message.

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

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

BUSINESS LONGCODE/SHORTCODE
- $(n2.sms.serviceNumber)

_ ServiceNumber from the output variables of the start node is the Business longcode/shortcode

CUSTOMER MOBILE NUMBER
- $(n2.sms.msisdn)

_ Msisdn from the output variables of the start node is the customer mobile number

CUSTOMER NAME
- $(n2.sms.msisdn)

* Msisdn from the output variables of the start node is the customer name
TransId

📘

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)

Input VariablesOutput Variables
CHANNEL – EMAIL

BUSINESS EMAIL ID - $(bizemailid)

_ email id is available in the email section in the Assets section. When the flow is imported, the user must copy the email id from the assets section to the bizemailid custom variable

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)

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

EMAIL HEADERS - $(n2.email.headers)

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

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

ATTACHMENTS - $(parsedattachments)

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

📘

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)

📘

Note

Live Chat Create Conversation has two versions 1.0 and 1.2

Input VariablesOutput VariablesVersions
CHANNEL – LIVE CHAT

CUSTOMER NAME - Customer

_ message in the custom variables is the message

THREAD ID - $(n2.inappmessaging.threadId)

_ ThreadId in the start node output variables is the Thread Id

LIVE CHAT USER ID - $(n2.inappmessaging.userId)

_ User Id in the output variables of the start node is the Livechat user Id

LIVE CHAT APP ID - $(n2.inappmessaging.appId)

_ AppId in the output variables of the start node is the Live Chat App Id

LIVE CHAT WEBSITE DOMAIN

_ Website domain in which the Live Chat widget is embedded. The website domain is available in the app settings page.

DIRECTION – Inbound

MESSAGE TYPE -
Text With Attachments
Live Chat Form Response
_ Live Chat with Carousel Response - If ‘Live Chat Carousel Response’ is selected it displays two fields: Live Chat Carousel Response object (JSON or flow variable) and Timestamp

_ Live Chat with Quick Replies Response - If ‘Live Chat Quick Replies Response’ is selected it displays two fields: Live Chat Quick Replies Response object (JSON or flow variable) and Timestamp

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
- If ‘Text with carousel’ is selected it displays three fields: Text (String or flow variable), Carousel object (expected value: JSON or flow variable) and Timestamp

_ Live Chat Text with Quick Replies - If ‘Text with quick replies' selected it displays three fields: Text (String or flow variable), Quick replies object (expected value: JSON or flow variable) and Timestamp

DIRECTION - Announcement
Text
TimeStamp

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

TEXT - $(message)

message in the custom variables is the message
$(send.text) (Quick Replies or Carousal)

TIMESTAMP (IN UTC) -

_ Timestamp in the output variables of the start node which contains the Live Chat Timestamp

ATTACHMENTS - $(parseDataAttachment)

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

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 With Attachments

TEXT - $(message)

message in the custom variables is the message
$(send.text) (Quick Replies or Carousal)

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

_ $(n2.inappmessaging.timestamp) in the custom variables is the Timestamp

ATTACHMENTS - $(parseDataAttachment)

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

DIRECTION – Announcement

TEXT - $(message)

_ message in the custom variables is the message

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

_ Timestamp in the output variables of the start node which contains the Live Chat Timestamp
TransIdText With Attachments, Live Chat Form Response, Live Chat Carousel Response,
Live Chat Quick Replies Response are available in v1.2 for Inbound Direction

Text With Attachments, Live Chat Text With Carousel, Live Chat Text With Quick Replies are available in v1.2 for Outbound Direction

Announcement is available in v1.2

📘

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)

Input VariablesOutput Variables
CHANNEL - WhatsApp

_ WA Business ID - $(WANumber)

_ CUSTOMER ID - $(n2.whatsapp.waId)

_ CUSTOMER NAME - $(n2.whatsapp.username)

_ Direction – Inbound/Outbound

_ Message type – Text with Attachments

_ Text – $(messageFromCustomer)

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

_ Timestamp - $(n2.whatsapp.ts)

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

_ Attachments – $(parseDataAttachment)

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