Re-open Conversation

Understand how to reopen a conversation while configuring an Re-open Conversation node in Contact Center Enterprise

This node calls Webex Engage Re-open Conversation API to re-open the closed conversation on Webex Engage. While configuring flows in Webex Connect, you’d need to use this node to re-open the conversation and queue it.

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 - Re-Open Converstation

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Method Name - Close Conversation

Method NameOutput VariablesNode Outcomes
Reopen ConversationTransId onInvalidData
onError
onInvalidChoice
onauthorizationfail
onFailure
ConversationReopened
ConversationReopenFailed
onTimeout
ChannelField Value
All channelsCONVERSATION ID - $(n6.conversationId)
Input VariablesOutput Variables
CONVERSATION ID – $(n6.conversationId)

* Conversation id from the output variables of the search conversation node is the Conversation ID
TransId

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Note

When the variable is selected from the previous node output variables, the nodetid 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)