Resolve Conversation

Understand how to configure Resolve Conversation in Cisco Webex Contact Center

This node calls WxCC APIs to resolve a conversation on Webex Engage. While configuring flows in Webex Connect, you’d need to use this node for resolving a conversation with the customer and channel details.

Authorization

Refer to section Node Authorizations for more information.

Methods and Outcomes

Here is a brief description of various methods and corresponding output variables and node outcomes associated with each of the methods.

Method Name - Resolve Conversation

Resolve Conversation-Media Channels

Resolve Conversation-Media Channels

Method NameOutput VariablesNode Outcomes
Resolve ConversationtransId

taskId

conversationOperation
onInvalidData

onError

onInvalidChoice

onauthorizationfail

tooManyRequests

serviceUnavailable

error

taskFailed

appendFailed

appended

created

reopened

onTimeout

accepted
ChannelsField Value
All ChannelsFlow Id
Trans Id - $(tId)
Details - $(detailsJson)
Input VariablesOutput VariablesVersions
Flow Id - Enter the Webex Connect flow ID

Trans Id - $(tId)

Transaction Id from the start node is converted into transId in the evaluate node and passed to resolve conversation node for resolving task with tid as transaction id.

Details - $(detailsJson)

Details refers to the JSON Object entered along with PCI details for all media specific channels payloads.

MEDIA TYPE –

This field specifies the type of media on Webex CC while making task API call

Media Type can be selected from the dropdown:

For SMS, Facebook Messenger, WhatsApp, and Apple Messages for Business, the Media Type is “Social”.

For Email, Media Type is “Email”.

For Live Chat/ In-App Messaging, Media Type is “Chat”.

MEDIA CHANNEL –

This field specifies the channel on Webex CC while making task API call.
Facebook Messenger, SMS, Email, WhatsApp, Apple Messages for Business, and Live Chat/ In-App Messaging can be selected from the dropdown.

OVERIDE DEFAULT CONTACT CLOSE EVENT HANDLING -

By default, the Contact Close event handling will close the contact and execute any 'Close' flow provided. Select this option to override contact close and execute the script. This is required when you want to send automated messages to customer in the close flow. The close flow must close the contact if the default behavior is overridden.
transId

taskId

conversationOperation
v1.0, v1.1, and v1.2