Search conversation

Resolving a message

While configuring flows in Webex Connect, you will need to use this node to search for an existing conversation against the customer's channel identity and the business's channel asset. Some channels may require additional context to resolve a message for e.g. subject in email conversations. This node calls Webex Engage's 'Search conversation' API on Webex Engage. A detailed guide has been listed in the table below:

Channel	Customer Address (customerAddress)	Business Address (bizAddress)	Additional context
SMS	Customer Mobile Number	Business Longcode
Facebook Messenger	Page Scoped ID	Page ID
Livechat	User ID	App ID	Thread ID, User ID and Browserfingerprint
Email	Email ID	Business Mailbox	Subject, To Recipients, Cc Recipients, In Reply To Header
Apple Messages for Business	AMB User ID	AMB Account ID
WhatsApp Business	WhatsApp Mobile Number	WhatsApp Business Longcode
API	User ID	Business ID	Business ID can be fetched from New Admin console.

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Configuring API channel

The Business Identity for API channel are only shown on the New Admin Console. If this option is not available on your Webex Engage Tenant, reach out to our Support Team.

Node screenshot - Search conversation

Search conversation

How to configure this node

• Drag the node from the 'Node Palette' on the left by searching against the name 'Search conversation'
• Double-click to open the node
• Select the Method Name - Search conversation
• Select your configured Authorization in the Node Authentication field. It is recommended that you set this to a Default Authentication that has been configured in WxEngage's Integrations screen under WxConnect's Integrations as all your nodes across flows will pick up the updated token once you re-authenticate from the Integrations screen.
• Configure the remaining fields based on the table below:

SMS

• Channel - SMS
  Set channel to SMS
• Business Longcode / Shortcode`
  Choose your Business Longcode / Shortcode from the list of Assets shown in the dropdown
• Customer Mobile Number - Generally set to$(n2.sms.msisdn)
  MSISDN from the output variables of the start node is the customer mobile number

Facebook Messenger

• Channel - Facebook Messenger
  Set channel to Facebook Messenger
• Page ID
  Choose your Facebook Messenger Page from the list of Assets shown in the dropdown
• Page Scoped ID (PSID) - $(n2.messenger.psId)
  PSID from the output variables of the start node is the Facebook PS ID

Livechat

• Channel - Livechat
  Set channel to Livechat
• Livechat App
  Choose your Livechat App from the list of Assets shown in the dropdown
• Livechat Thread ID - Generally set to$(n2.inappmessaging.threadId)
threadId from the output variables of the start node is the Thread ID

OR

• Livechat User ID - Generally set to$(n2.inappmessaging.userId)
userId from the output variables of the start node is the Customer Address
• Livechat Browser Fingerprint - Generally set to $(n2.inappmessaging.userId)
userId from the output variables of the start node is the Livechat Browser Fingerprint

Email

• Channel - Email
  Set channel to Email
• Business Mailbox
  Choose your Business Mailbox from the list of Assets shown in the dropdown
• From Address - Generally set to$(n2.email.emailId)
emailId in the output variables of the start node is From Address
• In Reply To - Generally set to$(n2.email.inReplyTo)
InReplyTo in the output variables of the start node is the In Reply To
• To Recipients - Generally set to$(n2.email.toAddresses)
toAddresses in the output variables of the start node is the To Recipients
• Cc Recipients - Generally set to$(n2.email.ccRecipients)
ccRecipients in the output variables of the start node is the Cc Recipients
• Email Subject - Generally set to$(n2.email.subject)
subject in the output variables of the start node is the Subject

WhatsApp Business

• Channel - WhatsApp
  Set channel to WhatsApp
• WhatsApp Business Longcode
  Choose your WhatsApp Business Longcode from the list of Assets shown in the dropdown
• WhatsApp Mobile Number - $(n2.whatsapp.waId)
waId in the output variables of the start node is the WhatsApp Mobile Number

Apple Messages for Business

• Channel - Apple Messages for Business
  Set channel to Apple Messages for Business
• AMB Account ID
  Choose your Apple Messages for Business Account from the list of Assets shown in the dropdown
• AMB User ID - $(n2.abc.userId)
userId in the output variables of the start node is from AMB User ID

API

• Channel - API
  Set channel to API
• Business ID
  Choose your Business ID Asset from the list of Assets shown in the dropdown
• User ID - Custom variable as per the channel in context
  Unique identifier of the customer as per the channel in context

Output variables

Variable	Description
conversationId	System generated unique identifier of the conversation that needs to be used subsequently in the Flow downstream
aliasId	Auxiliary reference identifier mapped to the conversation
conversationExists	Boolean value that denotes whether an open conversation exists against the customer
status	Status enum - success/failed
teamId	Team ID (GUID) that the conversation resides in currently
userId	Login ID of the user that the conversation is assigned to. If the conversation is in queue, userId is returned as null and if it's a returning customer, it returns the Login ID of the last agent who handled the end-customer
apiStatus	HTTP status code from the underlying response received from WxEngage's REST API
code	Numeric code received from WxEngage's API response
description	Description received from WxEngage's API response
responsePayload	Raw WxEngage's API response payload (JSON string)

Node outcomes

Category	Outcome	Description
Success	noConversationFound	New customer who has never interacted with the Business before
	conversationInQueue	Existing conversation found in the status: queued. Message to be resolved subsequently using the Append message node
	conversationActive	Existing conversation found in the status: active. Message to be resolved subsequently using the Append message node
	conversationOnHold	TBC Existing conversation found in the status: on hold. Message to be resolved subsequently using the Append message node
	conversationClosed	Existing conversation found in the status: closed. Message to be resolved subsequently by re-opening the last conversation or creating a new conversation as per the required business logic
Errors	onTimeout	Could not receive an API response from WxEngage within the agreed time-out
	onInvalidData	Invalid data configured in WxConnect node
	onError	Error in WxConnect's middleware services
	onInvalidChoice	Invalid choice
	onauthorizationfail	Failed to Authorize successfully. We recommend you to recheck your Node Authorization configurations in the Authorize Integration section
	Failure	Any other run time failures