Introduction

The Resolve Conversation node invokes a middleware micro-service between Webex Contact Center and Webex Engage, managing conversations and tasks across these integrated platforms. Its primary function is to evaluate incoming messages using sender, recipient, and channel details to determine whether to initiate a new conversation or append the message to an existing one. By consolidating logic that was previously distributed across multiple nodes—such as searching for a conversation, appending to an existing one, or creating a new task—the Resolve Conversation node simplifies flow configuration, although it may make the underlying process less transparent to users.

Authorization

Refer to section Node Authorizations for more information.

Context

How does this work internally?

The Resolve Conversation node automatically checks for existing conversations across various channels-such as chat, email, or social by evaluating sender, recipient, and channel information. If a matching conversation is found, it routes the message; accordingly, otherwise, it initiates a new conversation.

Chat

A step-by-step procedure for how the Resolve Conversation node handles chat:

Identify conversation context:
The node extracts key attributes from the incoming chat:
- Customer Address → Livechat Browser Fingerprint
- Business Address → Livechat App ID
- Livechat Thread ID → UUID
Search for a unique conversation:
Using the combination of these attributes (Customer Address + Business Address + Thread ID), the node searches for an existing conversation in the system.
Invoke next steps based on conversation status:
- If an Active or Queued conversation exists:
  - Append the incoming message to the ongoing conversation.
- If only a Closed conversation exists, or if no conversation is found:
  - Create a new conversation.
  - Generate a new task and link it to the new conversation.
    
    Chat Resolve Conversation

Email

A step-by-step procedure for how the Resolve Conversation node handles email:

Extract Attributes from Incoming Email:
- Check if the "In-Reply-To" header is present.
- If not, resort to subject-recipient based search using the following parameters by capturing them from the incoming email :
  - Customer Address (Email ID)
  - Business Address (Mailbox)
  - Email Subject
Search for an Existing Conversation:
- First, use the "In-Reply-To" header to try to find a matching conversation.
- If "In-Reply-To" is not available, use the combination of Customer Address, Business Address, and Email Subject.
Evaluate Conversation Status:
- If an Active or Queued conversation is found:
  - Append the incoming message to the existing conversation.
- If a Closed conversation is found:
  - Re-open the closed conversation to preserve customer history.
  - Append the new message to the re-opened conversation.
  - Create a new task and update the conversation with this new task ID.
- If no conversation exists (new customer):
  - Create a new conversation.
  - Create a new task and update the conversation with the task ID.
    
    Email Resolve Conversation

Social (SMS / Facebook / Apple Messages for Business/ Whatsapp)

A step-by-step procedure for how the Resolve Conversation node handles channels like SMS, Facebook, Apple Messages for Business Chat, and Whatsapp:

Extract Key Attributes from the Incoming Message:
- Customer Address (e.g., Customer Mobile Number, Page Scoped ID (PSID), AMB Opaque ID, Whatsapp Number)
- Business Address (e.g., SMS Longcode, Facebook Page ID, Apple Messages for Business Account ID, Whatsapp Business Longcode)
Search for an Existing Conversation:

Use the combination of customer and business address to identify a unique conversation ID.

Evaluate and Route Based on Conversation Status:

If an Active or Queued conversation exists:
- Append the incoming message to the ongoing conversation.
If a Closed conversation exists:
- Re-open the closed conversation to preserve customer history.
- Append the new message to the re-opened conversation.
- Create a new task and update the conversation with this new task ID.
If no conversation exists (new customer):
- Create a new conversation.
- Create a new task and update the conversation with the task ID.
  
  Social Resolve Conversation

JSON payloads

🚧
Note
As Webex Connect variables deal with strings alone, these JSON payloads are constructed in an Evaluate node generally (already implemented in the template flows from GitHub) and passed on as stringified JSON to the Resolve conversation node.
Below is a JSON representation of the same for better readability

Chat

Sample payload - `detailsJson`

{
    "messageDetails": {
        "appId": "LI07154615",
        "domain": "transcendent-starburst.netlify.app",
        "threadId": "e5f0ccab-c350-4d2a-ad74-3c71993506de",
        "threadTitle": "1765454452383_0.688648135896382",
        "threadStatus": "",
        "userId": "ba30f8e0-b6a3-4a10-90b6-d1467abd5b8a",
        "message": "Hi this is a sample message",
        "attachmentCount": 0,
        "attachment": "",
        "extras": "",
        "version": "v2",
        "tid": "709c153e-e865-4dc1-8cef-4dcbae6f7b11",
        "serviceKey": "b373dc37-73a5-11f0-840f-027f9a8873c5",
        "customerName": "Customer",
        "customerEmail": "ba30f8e0-b6a3-4a10-90b6-d1467abd5b8a",
        "timestamp": "2025-12-11T12:01:33.495Z",
        "proactiveRuleId": ""
    },
    "pciDetails": {
        "isPCICompliant": true,
        "isPCIValidationDone": "true",
        "nonPCIComplianceReason": "",
        "isAttachmentEnabled": true,
        "droppedAttachmentCount": 0
    }
}

{
    "messageDetails": {
        "appId": "LI07154615",
        "domain": "transcendent-starburst-5fc84f.netlify.app",
        "threadId": "e5f0ccab-c350-4d2a-ad74-3c71993506de",
        "threadTitle": "1765454452383_0.688648135896382",
        "threadStatus": "",
        "userId": "ba30f8e0-b6a3-4a10-90b6-d1467abd5b8a",
        "message": "",
        "attachmentCount": 1,
        "attachment": "[{\"file\":\"https://oregon-webex-encryption.s3.us-west-2.amazonaws.com/589517eb-5a89-490f-bf7f-c0ea9e059c19dee3f14e-4d0c-4b36-8b6f-1c51b6ca482e.png?keyUri=kms%3A%2F%2Fkms-us.wbx2.com%2Fkeys%2Fd71a43c8-947f-48ef-897e-f80849c33f95&JWE=eyJlbmMiOiJBMjU2R0NNIiwiYWxnIjoiZGlyIn0..gMF9nnWXnPRA5utz.z9qRXaAStEFF1VqUoI7OMeFZOn55hqwIDwTyjfhsnpexMUpVRLBoqDfKi5fCrMsRVeM3rXTMHs2BnK9paDCgHGq8QHBpnmnIIapKOg88ENrUjZYUs3HRMXdvpc449XEMdzkQCRLE95CaBabkzW8OME0CxcKWpEGX03IU4Zrx41Sojf6idoLwsKDvwISC0WSmsMqYTHAhNOjnRxlsn1jVl2hbCzOlFBYRlz3dT0KRFktnIlRvRyOuxdnUWIO2LxjKV7IHN76OJbO8oIWsNUYv68qNPiFf-36pkXl18E2u8sP6Uj16l-vCzalO-ntmgFxgsy4wcsVACMRW2rxArCuAJy4sW20CWyOG732SmYpHoYDnchsX3z0Ve2ZRVA97XPbP2tWxDvF6HVM3pkNWig.tEdzE1RO2dlGh40EzKezYQ\",\"contentType\":\"image\"}]",
        "extras": "",
        "version": "v2",
        "tid": "709c153e-e865-4dc1-8cef-4dcbae6f7b11",
        "serviceKey": "b373dc37-73a5-11f0-840f-027f9a8873c5",
        "customerName": "Customer",
        "customerEmail": "ba30f8e0-b6a3-4a10-90b6-d1467abd5b8a",
        "timestamp": "2025-12-11T12:01:33.495Z",
        "proactiveRuleId": ""
    },
    "pciDetails": {
        "isPCICompliant": true,
        "isPCIValidationDone": "true",
        "nonPCIComplianceReason": "",
        "isAttachmentEnabled": true,
        "droppedAttachmentCount": 0
    }
}

var messageDetails = {
    "appId": appId,
    "domain": liveChatDomain,
    "threadId": threadId,
    "threadTitle": threadTitle,
    "threadStatus": threadStatus,
    "userId": userId,
    "message": resolveConversationMessage,
    "attachmentCount": parseInt(attachmentCount),
    "attachment": attachment,
    "extras": JSON.stringify(messageExtras),
    "version": version,
    "tid": transId,
    "serviceKey": serviceKey,
    "customerName": customerName,
    "customerEmail": customerEmail,
    "timestamp": timestamp
};

var pci = {
    "isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
    "isPCIValidationDone": resolveConversationIsPCIValidationDone,
    "nonPCIComplianceReason": resolveConversationNonPCIComplianceReasonObject,
    "isAttachmentEnabled": JSON.parse(isAttachmentEnabled.replace("NA", "true")),
    "droppedAttachmentCount": JSON.parse(droppedAttachmentCount.replace("NA", "0"))
};

var details = {
    "messageDetails": messageDetails,
    "pciDetails": pci
};

var detailsJson = JSON.stringify(details);

Field Descriptions

Field Key	Field Description	Mandatory
appId	Created when the app/asset is created; used for Connect and Engage integration	Yes
domain	Domain accessed by customers	Yes
threadId	Represents the threads created for chat	Yes
threadTitle	Comes from chat conversation	Yes
threadStatus	Refers to the closure or open status of the thread	Yes
userId	Comes from chat conversation	Yes
messagetext	Contains the message from the chat customer	Yes
attachmentCount	Count of attachments per message received	Yes
attachment	Attachment information	Yes
extras	Additional optional information	No
version	Version information	No
tid	Holds the Transaction ID of the conversation	Yes
serviceKey	Comes from Connect service	No
customerName	Customer Name either configured in the field or from pre-chat form	Yes
customerEmail	Customer email address configured in the field or from pre-chat	Yes
timestamp	Refers to timestamp of region	Yes

Email

Sample payload - `detailsJson`

        "messageDetails": {
        "appId": "a_638296118145560000",
        "assetType": "AWS SES",
        "senderName": "Rajesh imI",
        "recipient": "[email protected]",
        "businessEmailId": "[email protected]",
        "customerEmailId": "[email protected]",
        "customerName": "Rajesh imI",
        "toAddresses": "[\"[email protected]\"]",
        "ccRecipients": "[]",
        "bccRecipients": "[]",
        "subject": "inbound chat 1205",
        "inReplyTo": "",
        "headers": "  ",
        "htmlMessage": "<div dir=\"ltr\"><div>hello there </div><br>",
        "strippedText": "hello there\r\n",
        "strippedHtml": "<div dir=\"ltr\"><div>hello there </div><br>",
        "attachments": "[]",
        "serviceKey": "79d7035b-d435-11f0-b1a0-02e9c3f1ccb1",
        "timestamp": "2026-05-12T12:13:20.743Z"
      },
      "pciDetails": {
        "isPCICompliant": true,
        "isPCIValidationDone": "true",
        "nonPCIComplianceReason": "[]",
        "droppedAttachmentCount": 0
      },
      "malwareScanDetails": {
        "isMalwareCompliant": true,
        "isMalwareValidationDone": "true",
        "malwareFailedReason": "[]",
        "droppedAttachmentCount": 0
      },
      "securityScanDetails": {
        "isSecurityCompliant": true,
        "isSecurityValidationDone": "true",
        "securityFailedReason": "[]",
        "droppedAttachmentCount": 0
      }

 var messageDetails = "{" +
"\"appId\": \""+ appId + "\"," +
"\"assetType\": \""+ assetType + "\"," +
"\"senderName\": \""+ senderName + "\"," +
"\"recipient\": \""+ bizemailid + "\"," +
"\"businessEmailId\": \""+ bizemailid + "\"," +
"\"customerEmailId\": \""+ customerEmailId + "\"," +
"\"customerName\": \""+ senderName + "\"," +
"\"toAddresses\": "+ JSON.stringify(toAddresses) + "," +
"\"ccRecipients\": "+ JSON.stringify(ccRecipients) + "," +
"\"bccRecipients\": "+ JSON.stringify(bccRecipients) + "," +
"\"subject\": "+ JSON.stringify(subject) + "," +
"\"inReplyTo\": \""+ inReplyTo + "\"," +
"\"headers\": "+ JSON.stringify(headers) + "," +
"\"message\": \""+ messagetext + "\"," +
"\"htmlMessage\": \""+ messageHTML + "\"," +
"\"strippedText\": \""+ strippedText + "\"," +
"\"strippedHtml\": \""+ strippedHtml + "\"," +
"\"attachments\": "+ attachmentEmptyName + "," +
"\"serviceKey\": \""+ serviceKey + "\"," +
"\"timestamp\": \""+ timestamp + "\"" +
"}";

resolveConversationNonPCIComplianceReasonObject =
resolveConversationNonPCIComplianceReasonObject.replace("name\":\"\"", "name\":\"no_filename\"");

var pci = JSON.stringify({
"isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
"isPCIValidationDone": resolveConversationIsPCIValidationDone,
"nonPCIComplianceReason": resolveConversationNonPCIComplianceReasonObject,
"droppedAttachmentCount": JSON.parse(droppedAttachmentCount.replace("NA", "0"))
});

var malwareScanDetails = JSON.stringify({
"isMalwareCompliant": JSON.parse(isMalwareCompliance.replace("NA", "true")),
"isMalwareValidationDone": isMalwareValidationDone,
"malwareFailedReason": malwareNonComplianceReasonObject,
"droppedAttachmentCount": JSON.parse(malwareScanDroppedAttachmentCount.replace("NA", "0"))
});


var securityScanDetails = JSON.stringify({
"isSecurityCompliant": JSON.parse(isSecurityCompliance.replace("NA", "true")),
"isSecurityValidationDone": isSecurityValidationDone,
"securityFailedReason": securityNonComplianceReasonObject,
"droppedAttachmentCount": JSON.parse(securityScanDroppedAttachmentCount.replace("NA", "0"))
});

var details = "{\"messageDetails\":" + messageDetails +
" , \"pciDetails\": " + pci +
" , \"malwareScanDetails\": " + malwareScanDetails +
" , \"securityScanDetails\": " + securityScanDetails +
"}";

var detailsJson = details;

Field Descriptions

Field Key	Field Description	Mandatory
appID	Created when the app/asset is created; used for Connect and Engage integration	Yes
assetType	Type of assets, e.g., email, chat, or social	Yes
senderName	Customer’s name in the form of email or name	Yes
bizemailid	Business email Id which is configured for the organization	Yes
customerEmailId	Represents customer’s email address	Yes
senderName	Customer’s name in the form of email or name	Yes
toAddress	Customer's email address where email is sent	Yes
ccRecipients	Represents CC recipients	Yes
bccRecipients	Represents BCC recipients	Yes
subject	Represents subject of the email	Yes
headers	Contains all header content from the email gateway	Yes
messagetext	Contains email message body	Yes
messagehtml	Contains HTML message content	Yes
strippedText	Contains stripped/cleaned version of text from email gateway	Yes
strippedHtml	Contains stripped version of HTML from email gateway	Yes
attachments	Contains all incoming attachments	Yes
serviceKey	Comes from Connect service	No
timestamp	Refers to timestamp of region	Yes

Social

Sample payload - `detailsJson`

messageDetails = {
    "appId": appId,
    "abcUserId": abcUserId,
    "accountId": accountId,
    "customerName": customerName,
    "message": resolveConversationmessagetext,
    "attachments": attachments,
    "attachmentUrl": attachmentUrl,
    "serviceKey": serviceKey,
    "timestamp": timestamp,
    "deviceCapabilityList": deviceCapabilityList
};

 var tid = transId.split('_')[0];
var messageDetails = {
    "appId": appId,
    "abcUserId": abcUserId,
    "accountId": accountId,
    "customerName": customerName,
    "message": resolveConversationmessagetext,
    "attachments": attachments,
    "attachmentUrl": attachmentUrl,
    "serviceKey": serviceKey,
    "timestamp": timestamp
};

var pci = {
    "isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
    "isPCIValidationDone": resolveConversationIsPCIValidationDone,
    "nonPCIComplianceReason": resolveConversationNonPCIComplianceReasonObject,
    "isAttachmentEnabled": JSON.parse(isAttachmentEnabled.replace("NA", "true")),
    "droppedAttachmentCount": JSON.parse(droppedAttachmentCount.replace("NA", "0"))
};

var details = {
    "messageDetails": messageDetails,
    "pciDetails": pci
}


var detailsJson = JSON.stringify(details);

1;

{
  "details": {
    "messageDetails": {
      "appId": "a_173200067561504200",
      "waId": "916303330251",
      "customerWhatsappId": "919618413605",
      "customerUsername": "Rajeshh",
      "message": "hey there",
      "attachments": "[]",
      "caption": "",
      "serviceKey": "79d7035b-d435-11f0-b1a0-02e9c3f1ccb1",
      "timestamp": "2026-05-12T10:40:54.000Z"
    },
    "pciDetails": {
      "isPCICompliant": true,
      "isPCIValidationDone": "true",
      "nonPCIComplianceReason": "{\"text\":\"\"}",
      "isAttachmentEnabled": true,
      "droppedAttachmentCount": 0
    },
    "malwareScanDetails": {
      "isMalwareCompliant": true,
      "isMalwareValidationDone": "NA",
      "malwareFailedReason": "NA",
      "droppedAttachmentCount": 0
    },
    "securityScanDetails": {
      "isSecurityCompliant": true,
      "isSecurityValidationDone": "true",
      "securityFailedReason": "{\"text\":\"\"}",
      "droppedAttachmentCount": 0
    }
  }
}

 var messageDetails = {
"appId": appId,
"waId": WANumber,
"customerWhatsappId": customerWhatsappId,
"customerUsername": customerUsername,
"message": message,
"attachments": attachments,
"caption": caption,
"serviceKey": serviceKey,
"timestamp": isoTimeStamp
};

var pci = {
"isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
"isPCIValidationDone": resolveConversationIsPCIValidationDone,
"nonPCIComplianceReason": resolveConversationNonPCIComplianceReasonObject,
"isAttachmentEnabled": JSON.parse(isAttachmentEnabled.replace("NA", "true")),
"droppedAttachmentCount": JSON.parse(pciScanDroppedAttachmentCount.replace("NA", "0"))
};

var malwareScanDetails = {
"isMalwareCompliant": JSON.parse(isMalwareCompliance.replace("NA", "true")),
"isMalwareValidationDone": isMalwareValidationDone,
"malwareFailedReason": malwareNonComplianceReasonObject,
"droppedAttachmentCount": JSON.parse(malwareScanDroppedAttachmentCount.replace("NA", "0"))
};

var securityScanDetails = {
"isSecurityCompliant": JSON.parse(isSecurityCompliance.replace("NA", "true")),
"isSecurityValidationDone": isSecurityValidationDone,
"securityFailedReason": securityNonComplianceReasonObject,
"droppedAttachmentCount": JSON.parse(securityScanDroppedAttachmentCount.replace("NA", "0"))
};

var details = {
"messageDetails": messageDetails,
"pciDetails": pci,
"malwareScanDetails": malwareScanDetails,
"securityScanDetails": securityScanDetails
};

var detailsJson = JSON.stringify(details);

{
  "details": {
    "messageDetails": {
      "serviceNumber": "447418369300",
      "senderNumber": "447966197542",
      "message": "hey",
      "serviceKey": "79d7035b-d435-11f0-b1a0-02e9c3f1ccb1",
      "timestamp": "2026-04-27T06:42:11.262Z"
    },
    "pciDetails": {
      "isPCICompliant": true,
      "isPCIValidationDone": "true",
      "nonPCIComplianceReason": "{\"text\":\"\"}",
      "droppedAttachmentCount": 0
    },
    "malwareScanDetails": {
      "isMalwareCompliant": true,
      "isMalwareValidationDone": "NA",
      "malwareFailedReason": "NA",
      "droppedAttachmentCount": 0
    },
    "securityScanDetails": {
      "isSecurityCompliant": true,
      "isSecurityValidationDone": "true",
      "securityFailedReason": "{\"text\":\"\"}",
      "droppedAttachmentCount": 0
    }
  }
}

 var messageDetails = {
    "serviceNumber": serviceNumber,
    "senderNumber": senderNumber,
    "message": message,
    "serviceKey": serviceKey,
    "timestamp": timestamp
}

var pci = {
    "isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
    "isPCIValidationDone": isPCIValidationDone,
    "nonPCIComplianceReason": nonPCIComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(droppedAttachmentCount.replace("NA", "0"))
};

var malwareScanDetails = {
    "isMalwareCompliant": JSON.parse(isMalwareCompliance.replace("NA", "true")),
    "isMalwareValidationDone": isMalwareValidationDone,
    "malwareFailedReason": malwareNonComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(malwareScanDroppedAttachmentCount.replace("NA", "0"))
};

var securityScanDetails = {
    "isSecurityCompliant": JSON.parse(isSecurityCompliance.replace("NA", "true")),
    "isSecurityValidationDone": isSecurityValidationDone,
    "securityFailedReason": securityNonComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(securityScanDroppedAttachmentCount.replace("NA", "0"))
};

var details = {
    "messageDetails": messageDetails,
    "pciDetails": pci,
    "malwareScanDetails": malwareScanDetails,
    "securityScanDetails": securityScanDetails
};

var detailsJson = JSON.stringify(details);

1;

{
  "details": {
    "messageDetails": {
      "appId": "a_638838409917150000",
      "facebookPageId": "391273087404701",
      "psId": "24371667315851482",
      "customerName": "User",
      "message": "test",
      "attachments": "",
      "attachmentUrl": "",
      "serviceKey": "79d7035b-d435-11f0-b1a0-02e9c3f1ccb1",
      "timestamp": "2026-05-12T06:46:13.243Z"
    },
    "pciDetails": {
      "isPCICompliant": true,
      "isPCIValidationDone": "true",
      "nonPCIComplianceReason": "{\"text\":\"\"}",
      "droppedAttachmentCount": 0
    },
    "malwareScanDetails": {
      "isMalwareCompliant": true,
      "isMalwareValidationDone": "NA",
      "malwareFailedReason": "NA",
      "droppedAttachmentCount": 0
    },
    "securityScanDetails": {
      "isSecurityCompliant": true,
      "isSecurityValidationDone": "true",
      "securityFailedReason": "{\"text\":\"\"}",
      "droppedAttachmentCount": 0
    }
  }
}

 var messageDetails = {
    "appId": appId,
    "facebookPageId": FBpageid,
    "psId": psId,
    "customerName": customerName,
    "message": resolveConversationmessagetext,
    "attachments": resolveConversationMessengerPayloadObject,
    "attachmentUrl": attachmentURL,
    "serviceKey": serviceKey,
    "timestamp": timestamp
};

var pci = {
    "isPCICompliant": JSON.parse(isPCICompliance.replace("NA", "true")),
    "isPCIValidationDone": resolveConversationIsPCIValidationDone,
    "nonPCIComplianceReason": resolveConversationNonPCIComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(droppedAttachmentCount.replace("NA", "0"))
};

var malwareScanDetails = {
    "isMalwareCompliant": JSON.parse(isMalwareCompliance.replace("NA", "true")),
    "isMalwareValidationDone": isMalwareValidationDone,
    "malwareFailedReason": malwareNonComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(malwareScanDroppedAttachmentCount.replace("NA", "0"))
};

var securityScanDetails = {
    "isSecurityCompliant": JSON.parse(isSecurityCompliance.replace("NA", "true")),
    "isSecurityValidationDone": isSecurityValidationDone,
    "securityFailedReason": securityNonComplianceReasonObject,
    "droppedAttachmentCount": JSON.parse(securityScanDroppedAttachmentCount.replace("NA", "0"))
};

var details = {
    "messageDetails": messageDetails,
    "pciDetails": pci,
    "malwareScanDetails": malwareScanDetails,
    "securityScanDetails": securityScanDetails
};

var detailsJson = JSON.stringify(details);

1;

Field Descriptions

Field Key	Field Description	Mandatory
appId	Created when app/asset is created, referred to in Connect and Engage integration	Yes
abcUserId	Apple user ID	Yes
accountId	Apple account ID	Yes
customerName	Customer's name	Yes
message	Message received from customer	Yes
attachments	Customer attachments	Yes
attachmentUrl	URL of the attachment	Yes
serviceKey	Comes from Connect service	No
Timestamp	Refers to the timestamp of the region	Yes
deviceCapabilityList	List of device capabilities received from the gateway	Yes

Field Descriptions

Field Key	Field Description	Mandatory
appId	Created when app/asset is created, referred to in Connect and Engage integration	Yes
waId	Refers to the Whatsapp Business number	Yes
customerWhatsappId	Customer's Whatsapp number	Yes
customerUsername	Customer's Whatsapp username	Yes
message	Whatsapp message received from the customer	Yes
attachments	Attachments sent by the Whatsapp customer	Yes
caption	Caption along with attachments, considered as text only	No
serviceKey	Comes from Connect service	No
timestamp	Refers to the timestamp of the region	Yes

Field Descriptions

Field Key	Field Description	Mandatory
serviceNumber	Incoming service number	Yes
senderNumber	Customer's number	Yes
message	Customer message	Yes
serviceKey	Comes from Connect service	No
timestamp	Refers to timestamp of region	Yes

Field Descriptions

Field Key	Field Description	Mandatory
appId	Created when the app/asset is created; used for Connect and Engage integration	Yes
facebookPageId	Refers to the Facebook Page ID created with Connect Engage integration	Yes
psId	Page-specific ID for users who interact using the Facebook page	Yes
customerName	Refers to the Facebook customer's name	Yes
messagetext	Contains the customer's message text	Yes
attachments	Attachments sent from the customer	Yes
messagetext	Contains the customer's message text	Yes
attachments	Attachments sent from the customer	Yes
attachmentURL	URL of the attachments	Yes
serviceKey	Comes from Connect service	No
timestamp	Refers to the timestamp of the region	Yes

How to configure this node

Field Key	Field Description
Method Name	Specifies the action to be performed. In this case, it is set to "Resolve Conversation," which indicates this node is responsible for ending an active interaction.
Node Runtime Authorization	Required for the node to execute with the necessary permissions.
Flow Id	A field to input the specific identifier for the workflow or flow instance that this node belongs to.
Trans Id (Transaction ID)	A variable field (currently set to $(tid)) that identifies the specific customer transaction or interaction being resolved.
Media Type	Select the type of communication being handled, such as "Chat."
Media Channel	Specify the particular channel used for the interaction, such as "Web, Mobile."
Details	A text field to provide additional context or metadata about the resolution, such as "Live Chat/ In-App Messaging."
Override Default Contact Close Event Handling	A checkbox that, when selected, allows the user to bypass the standard system-level logic for closing a contact, providing more granular control over the resolution process.

Node outcomes

Success outcomes

Node Outcome	When does this occur?	Suggested next steps
`accepted`	Request has been acknowledged by the service and is awaiting async events	Wait for subsequent events
`created`	A Webex CC task and a Webex Engage conversation has been created and have been linked. The message has already been added to the conversation	Proceed to next steps (e.g. AI agent or Queue Task)
`reopened`	An existing closed conversation was re-opened on Webex Engage, a task has been created for this and both have been linked	Proceed to next steps (e.g. AI agent or Queue Task)
`appended`	An existing active / queued interaction was found on Webex Engage and the message was appended to the conversation	End the flow successfully

Error outcomes

Node Outcome	When does this occur?	Suggested next steps
`onInvalidData`	This error occurs when any of the mandatory fields on the node's UI did not have a value passed during flow run time	Debug your flow offline
`onError`	This error occurs when the underlying API calls to the microservice fails (responds with a non 2XX series code)	Implement exponential retry logic in your flow
`onInvalidChoice`	This error occurs when the API responds with an unknown code that has not been implemented in the code This is an internal error outcome exposed by default from the pre-built integration framework and should not occur ideally in a live scenario with this node in general	Contact Cisco Support
`onauthorizationfail`	This error occurs when we've failed to authenticate your request	Recheck your Integration's Auth credentials
`tooManyRequests`	This error occurs when you've hit the rate limits of this service	Implement exponential retry logic in your flow
`serviceUnavailable`	This error occurs when the middleware service is down and responds with a 5XX series response code specifically	Implement expotential retry logic in your flow (in the order of a few minutes preferably)
`error`	This occur occurs when the pre-built integration framework on Webex Connect's side is down	Contact Cisco Support
`taskFailed`	This error occurs when the task creation failed on Webex CC's side (OR) conversation creation failed on Webex Engage's side	Implement exponential retry logic in your flow If you still notice errors consistently, contact Cisco Support
`appendFailed`	This error occurs when the message was attempted to be appended to an existing conversation but it failed	Implement exponential retry logic in your flow If you still notice errors consistently, contact Cisco Support
`onTimeout`	This error occurs when the node timed-out waiting for a synchronous (OR) asynchronous response back from this service	Contact Cisco Support

Best practices

Implement exponential retry logic for error outcomes listed above
Contact Cisco Support if you notice errors consistently on this node across all your flows using this node

Resolve Conversation (v2)

Introduction

Authorization

Context

How does this work internally?

Chat

Email

Social (SMS / Facebook / Apple Messages for Business/ Whatsapp)

JSON payloads

🚧
Note

Chat

Sample payload - `detailsJson`

Field Descriptions

Email

Sample payload - `detailsJson`

Field Descriptions

Social

Sample payload - `detailsJson`

Field Descriptions

Field Descriptions

Field Descriptions

Field Descriptions

How to configure this node

Node outcomes

Success outcomes

Error outcomes

Best practices

Introduction

Authorization

Context

How does this work internally?

Chat

Email

Social (SMS / Facebook / Apple Messages for Business/ Whatsapp)

JSON payloads

🚧Note

Chat

Sample payload - detailsJson

Field Descriptions

Email

Sample payload - detailsJson

Field Descriptions

Social

Sample payload - detailsJson

Field Descriptions

Field Descriptions

Field Descriptions

Field Descriptions

How to configure this node

Node outcomes

Success outcomes

Error outcomes

Best practices

🚧
Note

Sample payload - `detailsJson`

Sample payload - `detailsJson`

Sample payload - `detailsJson`