Greetings! I am reaching out working on a new AppFoundry integration for a custom CRM platform. We are utilizing the Web Messaging Guest API to capture interaction events and synchronize them with the customer’s record.
However, we are noticing that for approximately 15% of sessions, the ‘conversationId’ provided in the guest session metadata does not exist when we attempt to query the /api/v2/analytics/conversations/{id}/details endpoint 30 seconds after the session starts. This is causing a significant data gap in our CRM integration. We are including the ‘jwt’ for authentication as required. Has anyone else experienced ‘missing’ conversation IDs during real-time Web Messaging synchronization?
I manage over 50 Architect flows and I have seen this behavior when users abandon the messaging window before the first message is successfully routed to an agent or a bot. If the interaction never reaches a ‘routing’ state, it may not be indexed by the Analytics API immediately. You should be using the ‘v2.detail.events.conversation.{id}.message’ topic in the Notification API to capture the ID the moment it is generated, rather than relying on the Guest API metadata which can be transient.
This is a critical issue for our strategic digital transformation. If we cannot ensure that every interaction is logged in the CRM, we lose the ‘Single Pane of Glass’ for our agents. I am not interested in the technical minutiae, but I need a guarantee that the data pipeline is 100% reliable.
If this is a platform limitation, we need to know so we can adjust our reporting expectations accordingly.