Engagement attributes allow a brand to communicate events, for example, purchases, visitor login, shopping cart abandonment etc., from the webpage into Conversational Cloud. This section describes the data retrieved in the response body. All engagement attribute values are of unlimited length (up to 50K chars).
The two versions of this API support engagement attributes in different ways:
- v1 — will allow to retrieve authenticated engagement attributes only and their attribute type will be alphanumeric.
- v2 — will allow to retrieve both authenticated and unauthenticated engagement attributes and their type will be the defined type for the engagement attribute in question.
customerInfo
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| customerStatus | Customer status — will be matched against customer status entity name. Case insensitive. | alphanumeric | |
| customerType | Customer type — will be matched against customer type entity name. Case insensitive | alphanumeric | |
| balance | The current balance of the customer | v1- alphanumeric, v2- double | |
| currency | Currency code | alphanumeric | |
| customerId | The customer ID | alphanumeric | |
| socialId | The social ID of your choice: Facebook, Twitter etc | alphanumeric | |
| imei | Unique phone identifier | alphanumeric | |
| userName | Nickname or username of a consumer | alphanumeric | |
| accountName | Name of the company or account. | alphanumeric | |
| role | Role title of the consumer within their organization | alphanumeric | |
| lastPaymentDate | The customer’s last payment date. This consists of 3 integer fields: Year, month, and day | JSON: { "year": 2011, "month": 3, "day": 21} | |
| registrationDate | The customer’s registration date. This consists of 3 integer fields: Year, month, and day | JSON: { "year": 2011, "month": 3, "day": 21} | |
| companySize | The company size | v1- alphanumeric, v2- int | |
| companyBranch | The branch of the company | alphanumeric | |
| storeZipCode | The zip code of the store | alphanumeric | |
| storeNumber | The number of the store. | alphanumeric | |
| loginStatus | Login status | v1- alphanumeric, v2- int |
personalInfo
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| name | Personal name | alphanumeric | |
| surname | Surname | alphanumeric | |
| gender | Visitor’s gender | alphanumeric | |
| company | Visitor’s company | alphanumeric | |
| customerAge | Year of birth. For calculating age | alphanumeric | |
| contacts | Container of personalContact | alphanumeric | |
| Visitor email | alphanumeric | ||
| phone | Visitor phone number | alphanumeric | |
| language | Visitor language | alphanumeric |
cartStatus (cart update)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| total | Total cart value | double | |
| currency | Currency code | alphanumeric | |
| numItems | Number of items in cart | int | |
| products | List of products | container | |
| quantity | Number of products | int | |
| product | Contains information about the product | container | |
| name | Product name | alphanumeric | |
| category | Product category | alphanumeric | |
| sku | Unique product ID identifier in consumer database | alphanumeric | |
| price | Product price | double |
purchase (transaction)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| total | Total amount of purchase. | double | |
| currency | Currency code | alphanumeric | |
| orderId | Purchase order ID. | alphanumeric | |
| cart | Information about the cart status (detailed format — link to cart status) | container |
marketingCampaignInfo (marketing source)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| originatingChannel | Channel which originated the campaign | int | |
| affiliate | Affiliate | alphanumeric | |
| campaignId | Unique identifier of the campaign. | alphanumeric |
searchContent (searched content)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| keywords | Array of the search keywords | array, alphanumeric |
viewedProduct (viewed product)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| products | List of products | container | |
| quantity | Number of products | int | |
| currency | Currency code | alphanumeric | |
| product | Contains information about the product | container | |
| name | Product name | alphanumeric | |
| category | Product category | alphanumeric | |
| sku | Unique product ID identifier in consumer database | alphanumeric | |
| price | Product price | double | |
| statusInStock | Product stock status | alphanumeric | |
| quantityInStock | Product quantity left in stock | int |
visitorError
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| contextId | Error context ID (from the customer) | alphanumeric | |
| message | Error message | alphanumeric | |
| code | Error code | alphanumeric | |
| level | Error severity level. | long | |
| resolved | Indication whether the error was resolved | boolean |
lead
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| topic | Lead topic | alphanumeric | |
| value | Lead value | double | |
| currency | Currency code | alphanumeric | |
| leadId | Unique identifier of the lead in your system. | alphanumeric |
serviceActivity
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | long — epoch time in milliseconds | Default value — event creation time. If processing occurred, the value is updated to the processing time. |
| topic | Topic of service activity | alphanumeric | |
| status | Status of service activity | int | |
| category | Category of service activity | alphanumeric | |
| serviceId | Unique service identifier. | alphanumeric |
JSON example (including engagement attributes)
{
"_metadata": {
"count": 1,
"self": {
"rel": "self",
"href": "https://localhost:8082/messaging_history/api/account/qa51680169/conversations/search?limit=50&offset=0"
},
"shardsStatusResult": {
"partialResult": false
}
},
"conversationHistoryRecords": [
{
"info": {
"startTime": "2016-08-29 14:30:24.565+0000",
"startTimeL": 1472481024565,
"endTime": "undefined",
"endTimeL": -1,
"duration": 78970,
"conversationId": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
"brandId": "qa26409991",
"latestAgentId": "3677470410",
"latestAgentNickname": "michal@lp.com",
"latestAgentFullName": "michal@lp.com",
"latestAgentLoginName": "michal@lp.com",
"agentDeleted": false,
"latestSkillId": -1,
"latestSkillName": "Unassigned",
"source": "APP",
"closeReason": "AGENT",
"closeReasonDescription": "MANUAL_CLOSE",
"mcs": 67,
"alertedMCS": 1,
"status": "OPEN",
"firstConversation": false,
"csatRate": 5,
"device": "undefined",
"browser": "chrome",
"operatingSystem": "NA",
"latestAgentGroupId": -1,
"latestAgentGroupName": "Unassigned",
"latestQueueState": "ACTIVE",
"isPartial": false
},
"campaign": {
"campaignEngagementId": "2330596212",
"campaignEngagementName": "Engagement-123",
"campaignId": "2266771712",
"campaignName": "Live_Chat_on_your_site",
"goalId": "2266719412",
"goalName": "Interact with visitors",
"engagementAgentNote": "agent-note-test-messaging",
"engagementSource": "WEB_SITE",
"visitorBehaviorId": "2379540212",
"visitorBehaviorName": "someVisitorBehavior",
"engagementApplicationId": "28879660-84fd-4cd8-a1d7-ba3247bdb252",
"engagementApplicationName": "Some Mobile App Test",
"engagementApplicationTypeId": "92274cfd-29e7-4d94-a013-0646212d8075",
"engagementApplicationTypeName": "Mobile App",
"visitorProfileId": "2286779312",
"visitorProfileName": "All visitors",
"lobId": 2389848512,
"lobName": "lob_123",
"locationId": "2266779612",
"locationName": "Entire site",
"profileSystemDefault": true,
"behaviorSystemDefault": false
},
"messageRecords": [
{
"type": "TEXT_PLAIN",
"messageData": {
"msg": {
"text": "Hi there #4"
}
},
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
"seq": 0,
"dialogId": "undefined",
"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
"source": "APP",
"time": "2016-08-29 15:14:19.564+0000",
"timeL": 1472483659564,
"device": "undefined",
"sentBy": "Consumer"
},
{
"type": "TEXT_PLAIN",
"messageData": {
"msg": {
"text": "Hi there, dear consumer!"
}
},
"messageId": "ms::conv:e5c58e49-e4a5-4038-8b18-d6580d1d5630::msg:0",
"seq": 1,
"dialogId": "undefined",
"participantId": "3677470410",
"source": "APP",
"time": "2016-08-29 15:14:20.569+0000",
"timeL": 1472483659564,
"device": "undefined",
"sentBy": "Agent",
"contextData": {
"rawMetadata": "[{\"type\":\"BotResponse\",\"intents\":[{\"id\":\"some intent identifier\",\"confidence\":\"MEDIUM\",\"confidenceScore\":0.753}],\"externalConversationId\":\"conversation identifier\",\"businessCases\":[\"business case name\"]},{\"type\":\"ActionReason\",\"reason\":\"some reason\",\"reasonId\":\"some reason Id\"}]",
"structuredMetadata": [
{
"botResponse": {
"externalConversationId": "conversation identifier",
"businessCases": [
"business case name"
],
"intents": [
{
"id": "some intent identifier",
"confidence": "MEDIUM",
"confidenceScore": 0.753
}
]
}
},
{
"actionReason": {
"reason": "some reason"
}
}
]
}
},
{
"type": "TEXT_PLAIN",
"messageData": {
"msg": {
"text": "I love your service"
}
},
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
"seq": 2,
"dialogId": "undefined",
"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
"source": "APP",
"time": "2016-08-29 15:15:42.568+0000",
"timeL": 1472483742568,
"device": "undefined",
"sentBy": "Consumer"
},
{
"type": "RICH_CONTENT",
"messageData": {
"richContent": {
"content": "{\"type\":\"vertical\",\"elements\":[{\"type\":\"image\",\"url\":\"https://media.giphy.com/media/3oKGzayyPJGE7xuytO/giphy.gif\",\"tooltip\":\"image tooltip\",\"click\":{\"metadata\":[{\"type\":\"ExternalId\",\"id\":\"123\"}],\"actions\":[{\"type\":\"navigate\",\"lo\":-73.9654,\"la\":40.7829},{\"type\":\"publishText\",\"text\":\"Manhaten\"}]}},{\"type\":\"text\",\"text\":\"Now on sale!\"},{\"type\":\"image\",\"url\":\"https://media.giphy.com/media/xT9IgsjDkpectclUI0/giphy.gif\",\"tooltip\":\"image tooltip\",\"click\":{\"metadata\":[{\"type\":\"ExternalId\",\"id\":\"123\"}],\"actions\":[{\"type\":\"navigate\",\"lo\":-73.9654,\"la\":40.7829},{\"type\":\"publishText\",\"text\":\"Manhaten\"}]}}]}"
}
},
"messageId": "ms::conv:cd5926e0-5b57-4c82-85c5-9c95f88263a1::msg:8",
"seq": 3,
"dialogId": "undefined",
"participantId": "2198186612",
"source": "APP",
"time": "2017-10-24 10:24:52.962+0000",
"timeL": 1508840692962,
"device": "undefined",
"sentBy": "Agent"
}
],
"agentParticipants": [
{
"agentFullName": "michal@lp.com",
"agentNickname": "michal@lp.com",
"agentLoginName": "michal@lp.com",
"agentId": "3677470410",
"userType": "1",
"userTypeName": "Human",
"role": "AGENT",
"agentGroupName": "Unassigned",
"agentGroupId": -1,
"time": "2016-08-29 15:14:05.005+0000",
"timeL": 1472483645005,
"permission": "ASSIGNED_AGENT"
}
],
"consumerParticipant": [
{
"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
"firstName": "Visitor",
"lastName": "Test",
"token": "undefined",
"email": "undefined",
"phone": "0",
"avatarURL": "undefined",
"time": "2016-08-29 14:30:24.573+0000",
"timeL": 1472481024573,
"consumerName": "Visitor"
}
],
"transfers": [
{
"timeL": 1498127364726,
"time": "2017-06-22 10:29:24.726+0000",
"assignedAgentId": "null",
"targetSkillId": 2,
"targetSkillName": "cats",
"reason": "Skill",
"by": "196875613",
"sourceSkillId": -1,
"sourceSkillName": "Unassigned",
"sourceAgentId": "196875613",
"sourceAgentFullName": "michal1",
"sourceAgentLoginName": "michal1",
"sourceAgentNickname": "michal1"
},
{
"timeL": 1498127562332,
"time": "2017-06-22 10:32:42.332+0000",
"assignedAgentId": "null",
"targetSkillId": 3,
"targetSkillName": "lpsocial",
"reason": "Skill",
"by": "7",
"sourceSkillId": 2,
"sourceSkillName": "cats",
"sourceAgentId": "7",
"sourceAgentFullName": "michal",
"sourceAgentLoginName": "michal@lp.com",
"sourceAgentNickname": "michal"
}
],
"interactions": [
{
"assignedAgentId": "3677470410",
"assignedAgentFullName": "michal@lp.com",
"assignedAgentLoginName": "michal@lp.com",
"assignedAgentNickname": "michal@lp.com",
"interactionTimeL": 1472483644999,
"interactionTime": "2016-08-29 15:14:04.999+0000",
"interactiveSequence": 1
}
],
"messageScore": [
{
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
"messageRawScore": 0,
"mcs": 0,
"time": "2016-08-29 15:14:26.314+0000",
"timeL": 1472483666314
},
{
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
"messageRawScore": 0,
"mcs": 0,
"time": "2016-08-29 15:15:49.225+0000",
"timeL": 1472483749225
}
],
"messageStatuses": [
{
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
"seq": 0,
"time": "2016-08-29 15:14:19.626+0000",
"timeL": 1472483659626,
"participantId": "3677470410",
"participantType": "Agent",
"messageDeliveryStatus": "ACCEPT"
},
{
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
"seq": 2,
"time": "2016-08-29 15:15:42.609+0000",
"timeL": 1472483742609,
"participantId": "3677470410",
"participantType": "Agent",
"messageDeliveryStatus": "ACCEPT"
},
{
"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
"seq": 0,
"time": "2016-08-29 15:15:58.272+0000",
"timeL": 1472483758272,
"participantId": "3677470410",
"participantType": "Agent",
"messageDeliveryStatus": "READ"
}
],
"conversationSurveys": [
{
"surveyType": "Satisfaction",
"surveyStatus": "FILLED",
"surveyData": [
{
"question": "Confirm Resolution",
"answer": "Yes"
}
]
}
],
"coBrowseSessions": {
"coBrowseSessionsList": [
{
"sessionId": "22207277:37084513__1d165aa8-9d37-4e40-baf8-06f5e80f6cd2_1506325721990",
"startTime": "2017-09-25 07:48:42.000+0000",
"startTimeL": 1506325722000,
"endTime": "2017-09-25 07:50:01.789+0000",
"endTimeL": 1506325801789,
"endReason": "AGENT",
"duration": 79789,
"type": "inApp",
"agentId": "37084513",
"interactive": true
},
{
"sessionId": "22207277:37084513__1d165aa8-9d37-4e40-baf8-06f5e80f6cd2_1506326147649",
"startTime": "2017-09-25 07:55:58.000+0000",
"startTimeL": 1506326158000,
"endTime": "2017-09-25 07:56:53.422+0000",
"endTimeL": 1506326213422,
"endReason": "VISITOR",
"duration": 55422,
"type": "inApp",
"capabilities": [
"CONSUMER_VIDEO_CONNECTION",
"CONSUMER_VOICE_CONNECTION",
"AGENT_APP_CONTROL"
],
"agentId": "37084513",
"interactive": true
}
]
},
"sdes": {
"events": [
{
"customerInfo": {
"serverTimeStamp": "1497871291351",
"originalTimeStamp": "1497871291351",
"customerInfo": {
"customerId": "12345678",
"companyBranch": "dummyCompanyBranch"
}
},
"sdeType": "CUSTOMER_INFO",
"serverTimeStamp": "1497871291351"
},
{
"personalInfo": {
"serverTimeStamp": "1497871291351",
"originalTimeStamp": "1497871291351",
"personalInfo": {
"name": "dummyName",
"surname": "dummySurename",
"contacts": [
{
"personalContact": {
"email": "dummy@mail.com",
"phone": "12345678"
}
}
]
}
},
"sdeType": "PERSONAL_INFO",
"serverTimeStamp": "1497871291351"
}
]
},
"unAuthSdes": {
"events": [
{
"cartStatus": {
"serverTimeStamp": "1528628536879",
"originalTimeStamp": "1528636540046",
"total": "11.7",
"currency": "USD",
"numItems": "6",
"products": [
{
"quantity": "1",
"product": {
"name": "prod1",
"category": "category",
"sku": "sku",
"price": "7.8"
}
}
]
},
"serverTimeStamp": "1528628536879",
"sdeType": "CART_STATUS",
"isAuthenticated": false
},
{
"marketingCampaignInfo": {
"serverTimeStamp": "1528628536880",
"originalTimeStamp": "1528636540046",
"marketingCampaignInfo": {
"originatingChannel": "1",
"affiliate": "Yahoo",
"campaignId": "US coupon campaign"
}
},
"serverTimeStamp": "1528628536880",
"sdeType": "MARKETING_CAMPAIGN_INFO",
"isAuthenticated": false
},
{
"customerInfo": {
"serverTimeStamp": "1528628536880",
"originalTimeStamp": "1528636540046",
"isAuthenticated": false,
"customerInfo": {
"customerStatus": "cancelled",
"customerType": "vip",
"balance": "-400.99",
"currency": "USD",
"customerId": "customerId",
"socialId": "socialid",
"imei": "imeiID",
"userName": "username",
"accountName": "nameacount",
"role": "rollleeee",
"companyBranch": "companyBranch",
"storeNumber": "storeNumber13123",
"storeZipCode": "2342221",
"lastPaymentDate": {
"year": "2014",
"month": "10",
"day": "15"
},
"registrationDate": {
"year": "2013",
"month": "5",
"day": "23"
},
"companySize": "2222"
}
},
"serverTimeStamp": "1528628536880",
"sdeType": "CUSTOMER_INFO",
"isAuthenticated": false
},
{
"personalInfo": {
"serverTimeStamp": "1528628536880",
"originalTimeStamp": "1528636540046",
"isAuthenticated": false,
"personalInfo": {
"name": "John",
"surname": "Doe",
"gender": "MALE",
"company": "company",
"language": "Russian",
"customerAge": {
"customerAgeInYears": "34.0",
"customerYearOfBirth": "1980",
"customerMonthOfBirth": "4",
"customerDateOfBirth": "15"
},
"contacts": [
{
"personalContact": {
"email": "myname@example.com",
"phone": "+1 212-788-8877"
}
}
]
}
},
"serverTimeStamp": "1528628536880",
"sdeType": "PERSONAL_INFO",
"isAuthenticated": false
},
{
"searchContent": {
"serverTimeStamp": "1528628536881",
"originalTimeStamp": "1528636540046",
"keywords": [
"word"
]
},
"serverTimeStamp": "1528628536881",
"sdeType": "SEARCH_CONTENT",
"isAuthenticated": false
},
{
"viewedProduct": {
"serverTimeStamp": "1528628536881",
"originalTimeStamp": "1528636540046",
"products": [
{
"quantity": 3,
"product": {
"name": "red high heel shoe",
"category": "women shoes",
"sku": "xyz567",
"price": "77.8"
}
}
],
"currency": "USD"
},
"serverTimeStamp": "1528628536881",
"sdeType": "VIEWED_PRODUCT",
"isAuthenticated": false
},
{
"visitorError": {
"serverTimeStamp": "1528628536881",
"originalTimeStamp": "1528636540046",
"visitorError": {
"contextId": "contextId",
"message": "Expiration date missing",
"code": "er100004",
"level": null,
"resolved": null
}
},
"serverTimeStamp": "1528628536881",
"sdeType": "VISITOR_ERROR",
"isAuthenticated": false
},
{
"lead": {
"lead": {
"topic": "luxury car test drive 2015",
"value": "22.22",
"currency": null,
"leadId": "xyz123"
},
"serverTimeStamp": "1528628536882"
"originalTimeStamp": "1528636540046",
},
"serverTimeStamp": "1528628536882",
"sdeType": "LEAD",
"isAuthenticated": false
},
{
"purchase": {
"total": "78.0",
"currency": null,
"serverTimeStamp": "1528628536882",
"originalTimeStamp": "1528636540046",
"cart": {
"total": null,
"serverTimeStamp": null,
"products": [],
"numItems": null
},
"orderId": "Test123"
},
"serverTimeStamp": "1528628536882",
"sdeType": "PURCHASE",
"isAuthenticated": false
},
{
"serviceActivity": {
"serverTimeStamp": "1528628536882",
"originalTimeStamp": "1528636540046",
"serviceActivity": {
"topic": "order checkbook",
"status": "0",
"category": "finance",
"serviceId": "service12"
}
},
"serverTimeStamp": "1528628536882",
"sdeType": "SERVICE_ACTIVITY",
"isAuthenticated": false
}
]
},
"summary": {
"text": "summary",
"lastUpdatedTime": 1482333795318
}
}
]
}
Providing Engagement Attributes to the Conversation
The Messaging Interactions API is used by all brands to pull historical data and make critical business decisions. Brands expect that when they request data for a specific conversation ID, they will also receive relevant engagement attributes, such as:
- Consumer Info Engagement Attribute
- Personal Info Engagement Attribute
These attributes are tied only to the specific conversation ID.
However, the API currently returns all engagement attributes recorded for the consumer, meaning the response includes engagement attributes from both before and after the conversation. The only way to identify the correct engagement attributes is by comparing timestamps.
To resolve this, we have developed a new option to provide the closest engagement attributes to the conversation.
Note: This solution specifically applies to Consumer Info and Personal Info engagement attributes.
How it Will Work
- Data Collection Timing: Engagement attribute data collection will start 30 seconds before the start of the conversation.
- Data Range: The data will be collected until the end of the conversation.
This means that if a conversation is closed, the data from 30 seconds before the start to the end of the conversation will be associated with the conversation.
Important Notes
- This solution affects all conversations in the account.
-
If you are retrieving data while the conversation is ongoing, you will only receive data up to 2 minutes after the conversation started.
For example:
- If a conversation started at 10 AM and the current time is 11 AM, and the conversation is still open, you will receive SDE information from 9:59:30 AM to 10:02 AM.
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To activate this feature, you need to enable the following AC feature (off by default):
MessagingHistory.sde_close_to_start_time -
Data Availability: Once enabled, the data will initially only be available for the last six months. Over time, the data range will expand until it covers 13 months.
For example:
- If the feature is turned on in August, the data will be available from February to August.
- In September, the data will be available from February to September, and so on until the data reaches 13 months.
- For stepped-up conversations, the consumer who initiated the conversation isn't authenticated, so only unauthenticated engagement attributes will be associated with it.
Action Required
To enable this feature, please contact your account team/representative.