Reactivate an author's conversations

Learn to reactivate an author's conversations using the Author API /conversations/reactivate endpoints

With the Author API, you can reactivate all conversations for a given author ID and optionally add an internal note. Note that the API acts against an author ID -- which is unique to a network.

An example use case might include a conversation where an agent sends a payment link to an author and then hands the conversation to a payment bot to handle the transaction (putting the conversation into a Pending state). When the payment transaction is finished, the bot could call the Author API to reactivate the conversation, add an internal note such as “payment processed,” and move the conversation out of Pending and into the next stage of the configured conversation workflow.

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Note

If you reactivate a conversation that is in an Assigned or Available state, the conversation state remains Assigned or Active -- the state remains unchanged.

Reactivate a conversation using a PUT call to one of the following endpoints:

/authors/networks/networktype/ids/networkid/conversations/reactivate
/authors/networks/networktype/instances/networkinstance/ids/networkid/conversations/reactivate

These calls require Basic authentication.

With these calls, you do not need the conversation ID, only the ID of the author on the specified network.

Optionally pass the comment query parameter (an internal URI-encoded note) to add to the conversation. When reactivating Facebook conversations, we recommend passing the pageId query parameter to specify the ID of the Facebook page associated with the author's []PSID](doc:facebook-psids).

Example Requests

This example reactivates conversations of a Facebook author and adds a comment

curl -X PUT --user [USERNAME]:[PASSWORD] ‘https://your_care_instance.lithium.com/api/v2/authors/networks/facebook/ids/32031810236844413/conversations/reactivate?comment=my%20note&pageId=354241721305178’

This example reactivates conversations from a Khoros Brand Messenger author and adds a comment.

curl -X PUT --user [USERNAME]:[PASSWORD] ‘https://your_care_instance/api/v2/authors/networks/smooch/instances/default/ids/573948029/conversations/reactivate?comment=my%20note’

Example Response

The response includes the conversation IDs of the reactivated conversations.

{
   "status": "success",
   "data": [
       12745258
   ]
}

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