Set Conversation ID
Set Conversation ID assigns an identifier to the current conversation. The components in the flow that work with conversations, such as the chat input or the conversation files, use that identifier. That way they all refer to the same conversation, even when messages arrive through different channels or runs.
When to use it
- Group the messages of one customer arriving through an external channel into a single conversation, for example using their phone number.
- Make the files a user sends available in their next messages within the same conversation.
- Keep the conversations of each case or ticket apart by using its number as the identifier.
Configuration
| Field | What it does |
|---|---|
| Conversation ID (required) | The conversation identifier. It can be fixed text or a value coming from the previous step, such as the ticket number or the customer’s phone. |
To set a different identifier for each item of a list, use Batch Mode.
Output
- Conversation ID Set: a message with the identifier that has been set. You can use it to check the value or pass it to other components.
Example
You serve your customers on WhatsApp and want each customer to have their own conversation. At the start of the flow, Set Conversation ID takes the phone number from the incoming message. When that customer writes again, their messages and files are linked to the same conversation.
Good practices
- Place it at the start of the flow, before the components that use the conversation.
- Use a stable, unique identifier per conversation, such as the ticket number.