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- How to Identify New vs. Existing Email Thread in eAgentOfferContact?
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How to Identify New vs. Existing Email Thread in eAgentOfferContact?
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02-09-2025 11:13 AM
I received the following payload when subscribing to the eAgentOfferContact event.
{
"data": {
"agentEmailId": "saeedayesha629@gmail.com",
"agentId": "8bebb975-2bfb-4901-b464-fb014602a7f9",
"eventTime": 1739127559815,
"eventType": "RoutingMessage",
"interaction": {
"callAssociatedData": {
"ani": {
"agentEditable": false,
"agentViewable": true,
"displayName": "ani",
"global": false,
"isSecure": false,
"name": "ani",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "uzair.anwar@gmail.com"
},
"customerName": {
"agentEditable": false,
"agentViewable": true,
"displayName": "customerName",
"global": false,
"isSecure": false,
"name": "customerName",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "Uzair Anwar"
},
"dn": {
"agentEditable": false,
"agentViewable": true,
"displayName": "dn",
"global": false,
"isSecure": false,
"name": "dn",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "Email_EP"
},
"ronaTimeout": {
"agentEditable": false,
"agentViewable": true,
"displayName": "ronaTimeout",
"global": false,
"isSecure": false,
"name": "ronaTimeout",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "32"
},
"virtualTeamName": {
"agentEditable": false,
"agentViewable": true,
"displayName": "virtualTeamName",
"global": false,
"isSecure": false,
"name": "virtualTeamName",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "Email_Q"
}
},
"callAssociatedDetails": {
"ani": "uzair.anwar@gmail.com",
"customerName": "Uzair Anwar",
"dn": "Email_EP",
"mediaResourceId": "CSRORLF701AGO667",
"ronaTimeout": "32",
"virtualTeamName": "Email_Q"
},
"callFlowParams": {},
"callProcessingDetails": {
"EP_ID": "476f8ff1-8013-46c6-8a86-36dec453528f",
"QMgrName": "aqm",
"QueueId": "e56e67fe-32d3-49f7-a988-d5683e8fbafd",
"ROUTING_TYPE": "queueBasedRouting",
"ani": "uzair.anwar@gmail.com",
"checkAgentAvailability": "false",
"customerName": "Uzair Anwar",
"dnis": "Email_EP",
"mediaResourceId": "CSRORLF701AGO667",
"participantInviteTimeout": "false",
"priority": "10",
"queuedDestinationID": "e56e67fe-32d3-49f7-a988-d5683e8fbafd",
"queuedTo": "Queue",
"removeSkillsOnTransferToQueue": "false",
"ronaTimeout": "32",
"taskToBeSelfServiced": "false",
"virtualTeamName": "Email_Q",
"vteamId": "e56e67fe-32d3-49f7-a988-d5683e8fbafd"
},
"contactDirection": {
"type": "INBOUND"
},
"createdTimestamp": 1739127559249,
"currentVTeam": "e56e67fe-32d3-49f7-a988-d5683e8fbafd",
"interactionId": "5c050bff-b688-41d3-a0e8-ae608cabced0",
"isFcManaged": false,
"isMediaForked": false,
"isTerminated": false,
"mainInteractionId": "5c050bff-b688-41d3-a0e8-ae608cabced0",
"media": {
"CSRORLF701AGO667": {
"holdTimestamp": null,
"isHold": false,
"mType": "mainCall",
"mediaMgr": "digitalmm",
"mediaResourceId": "CSRORLF701AGO667",
"mediaType": "email",
"participants": [
"uzair.anwar@gmail.com"
]
}
},
"mediaChannel": "email",
"mediaProperties": null,
"mediaType": "email",
"orgId": "b3d1a048-a105-41b0-ba24-3b0d6e54af85",
"outboundType": null,
"owner": "8bebb975-2bfb-4901-b464-fb014602a7f9",
"parentInteractionId": "5c050bff-b688-41d3-a0e8-ae608cabced0",
"participants": {
"8bebb975-2bfb-4901-b464-fb014602a7f9": {
"autoAnswerEnabled": false,
"bnrDetails": null,
"callerId": null,
"channelId": "76cc3b0e-2938-48cb-a781-f27e47bc5a70",
"consultState": null,
"consultTimestamp": null,
"currentState": null,
"currentStateTimestamp": null,
"deviceCallId": null,
"deviceId": null,
"deviceType": null,
"dn": "1002",
"hasJoined": false,
"hasLeft": false,
"id": "8bebb975-2bfb-4901-b464-fb014602a7f9",
"isConsulted": false,
"isInPredial": false,
"isOffered": true,
"isWrapUp": false,
"isWrappedUp": false,
"joinTimestamp": null,
"lastUpdated": 1739127559724,
"name": "saeedayesha629 saeedayesha629",
"pType": "Agent",
"queueId": "e56e67fe-32d3-49f7-a988-d5683e8fbafd",
"queueMgrId": "aqm",
"sessionId": "09a41bca-d8fe-4765-bca2-000dc21a696a",
"siteId": "e36b1799-29eb-471f-a750-9e91385134f2",
"skillId": null,
"skillName": null,
"skills": [],
"teamId": "54b22d49-05a4-441e-9f56-5d613eaa83a3",
"teamName": "ChatTeam",
"type": "Agent",
"wrapUpTimestamp": null
},
"uzair.anwar@gmail.com": {
"callerId": null,
"hasJoined": true,
"hasLeft": false,
"id": "uzair.anwar@gmail.com",
"isInPredial": false,
"pType": "Customer",
"type": "Customer"
}
},
"previousVTeams": [
"476f8ff1-8013-46c6-8a86-36dec453528f"
],
"queuedTimestamp": 1739127559667,
"state": "new",
"workflowManager": "IMI"
},
"interactionId": "5c050bff-b688-41d3-a0e8-ae608cabced0",
"mediaResourceId": "CSRORLF701AGO667",
"orgId": "b3d1a048-a105-41b0-ba24-3b0d6e54af85",
"queueMgr": "aqm",
"ronaTimeout": 32,
"trackingId": "48770908-37f9-4df3-b5ad-f456b42af075",
"type": "AgentOfferContact"
},
"orgId": "b3d1a048-a105-41b0-ba24-3b0d6e54af85",
"trackingId": "notifs_4d2d637c-dac3-43f4-a409-682d508f1393",
"type": "RoutingMessage"
}
From this payload, how can I determine whether the email task is a new thread or a continuation of an existing email thread based on the subject or any other relevant fields?
Any insights or guidance would be greatly appreciated!
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