Known Issues

Interactions API

Failure to add customer in an ongoing conversation as an interaction participant

Description: If you create an interaction with an SMS or WhatsApp participant that’s already in a conversation, the participant will not be added and the agent ends up with a conversation task with nobody else in it.

Workaround: You will need to ensure that the SMS/WhatsApp participant does not have an ongoing conversation. You can retrieve this information via the Conversation Participant Resource before creating an outbound interaction with that participant.

Manual task deletion not working as expected

Description: Deleting Flex Conversations tasks that were created by the Interactions API (either from the TaskRouter Dashboard or the API) is not supported.

Workaround: No existing workaround. Please do not delete tasks directly from the Console or using the TaskRouter API. This will be fixed in an upcoming release.

Reporting display issue with media files

Description: Media files (conversation attachments) are not displayed in the conversation historical reporting screen.

Workaround: None available. Customer will currently receive an error message, but this will be supported in an upcoming release.

Setting timeout and priority in Studio SendToFlex not working

Description: The SendToFlex widget allows you to set the priority and timeout on the Task that it creates. This only works for Voice calls and does not work for messaging or Conversations.

Workaround: Add a Twilio Function that handles creating the Interaction directly and have Studio call that function using the Twilio Function widget.

Agent is added to a Conversation with guest role

Description: When an agent accepts a Task for Flex Conversations, they are added to the Conversation with their default configured Conversations role which is "guest".

Workaround: No known workaround.

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