I have a problem where messaging engagements we create via API seem to close in less than 15 minutes. I need them to stay open so that if a consumer responds, my agents can see the original message the consumer responded to.
We are using the messaging endpoint of the Contact Center API
/api/contact-center/#tag/messaging
We are setting the “create_engagement” parameter to “true”.
When we send a message, we get expected results if we respond right away.
- if the consumer responds within 10-11 minutes,
- and an agent accepts the incoming engagement,
- then we can see the original message in the engagement within the contact center. This is ideal.
However, if the consumer waits 15 minutes or more before responding, the original message does not show in the engagement.
I’ve tested this at multiple times of the day (operating hours open and closed) and still had the same problem.
I think our Queue settings are correct and should keep the engagement open but something seems to be closing it before 15 minutes goes by.
Queue settings (that I think would be relevant)
- Max wait duration: 24 hrs
- Inactive engagement auto-close: 600 minutes (10 hrs)
- Outbound Wrap-up auto-close: 12 hrs
Any suggestions would be greatly appreciated. This is blocking us from fully using the Messaging API endpoint.