Search Conversation

Understand how to configure Search Conversation in Contact Center Enterprise

This node calls Webex Engage Search Conversation API to check for existing conversations on Webex Engage. While configuring flows in Webex Connect, you’d need to use this node for searching for an existing conversation using the channel identifier such as PS Is, Email Id etc.

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 - Search Conversation

1107
Method NameOutput VariablesNode Outcomes
Search Conversation description
conversationId
conversationExistsBool
status
onInvalidData
onError
onInvalidChoice
onauthorizationfail
noConversationFound
conversationActive
conversationClosed
conversationInQueue
conversationOnHold
onTimeout
ChannelField Value
FacebookFACEBOOK PAGE ID - $(FBpageid)
FACEBOOK PS ID - $(n2.messenger.psId)
SMSBUSINESS LONGCODE/SHORTCODE - $(n2.sms.serviceNumber)
CUSTOMER MOBILE NUMBER - $(n2.sms.serviceNumber)
EmailBUSINESS EMAIL ID - $(n2.sms.serviceNumber)
FROM EMAIL ID - $(n2.email.emailId)
EMAIL SUBJECT - $(n2.email.subject)
TO RECEPIENTS - $(n2.email.toAddresses)
CC RECEPIENTS - $(n2.email.ccRecipients)
INREPLY TO - $(modifiedInReplyTo)
LiveChatCUSTOMER ADDRESS - $(n2.inappmessaging.userId)
BIZ ADDRESS - IM28095016
THREADID - $(n2.inappmessaging.threadId)
LIVECHAT BROWSER FINGERPRINT - $(n2.inappmessaging.userId)
WhatsAppWA BUSINESS ID - $(WANumber)
CUSTOMER ID - $(n2.whatsapp.waId)
Input VariablesOutput Variables
CHANNEL – Facebook Messenger

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
description
conversationId
conversationExistsBool
status

📘

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)

Method Name - Search Conversation

Input VariablesOutput Variables
CHANNEL – SMS

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
description
conversationId
conversationExistsBool
status

📘

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)

Method Name - Search Conversation

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

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

INREPLY TO - $(modifiedInReplyTo)

ModifiedInReplyTo in the output variables of the start node is the In reply to
description
conversationId
conversationExistsBool
status

📘

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)

Method Name - Search Conversation

Input VariablesOutput Variables
CHANNEL – Livechat

CUSTOMER ADDRESS - $(n2.inappmessaging.userId)

UserId from the output variables of the start node is the Customer Address

Live chat App Id – $(n2,inappmessaging.appId)

BIZ address is available in the livechat section in the Assets section. When the flow is imported, the user must copy the livechat biz address id from the assets section to the livechatbizaddress custom variable

THREADID - $(n2.inappmessaging.threadId)

ThreadId from the output variables of the start node is the Thread Id

LIVECHAT BROWSER FINGERPRINT - $(n2.inappmessaging.userId)

UserId from the output variables of the start node is the Livechat Browser Fingerprint
description
conversationId
conversationExistsBool
status

📘

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)

Method Name - Search Conversation

Input VariablesOutput Variables
WA BUSINESS ID





CUSTOMER ID
description
conversationId
conversationExistsBool
status


$(n2.whatsapp.waId)