Archive a Conversation

The Front - Archive a Conversation step is used to change the status of a conversation in Front to Archived so that it is hidden from normal view in the UI. This is often used to indicate that a conversation has been completed and no further communication is expected with the customer. Even though the entire conversation gets archived it is possible to trigger this action with either a Message ID or a Conversation ID (more info below).

Inputs

Connection

Select a connection that contains the passwords or keys needed to access a specific Front instance. Since users can not enter secret information directly into the step input, a connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

Message ID

The externalId output from a Message Retriever step that is connected to Front will contain the Message ID of the message. This is usually the value used for this input.

Users need to provide either a Message ID or a Conversation ID, but do NOT need to provide both of them.

Conversation ID

Other Front steps may provide a Conversation ID that can be used to fill in this input. This step acts on a Front conversation but is able to figure out the conversation from a Message ID if one is provided. If users have a Conversion ID but not a Message ID this step will still work as expected.

If users provide BOTH a Message and Conversation ID then the Conversation ID will be used.

Outputs

message

The "message" returned by this step is valuable only for troubleshooting when something goes wrong. It will contain a short message from Front about the success or failure of the attempt to archive the conversation. If trips are failing at this step users may be able to learn more about the reason for the failure by looking for the message in the trip report (found in the Analytics section of the application).