Definition
On your AMI client, you can decide to "duplicate" a closed conversation. This way typical use cases are supported. Like:
- send closed conversation to another participant
- continue a closed conversation to existing participant
All of this can be just like on any other AMI handled conversation, include the subject, body, attachment and new or previous connected participants.
Mandatory Genesys configuration
For this it is required to have Outbound email address on the queue configures
Best practices
a. for the useability - use the AMI Clone only when it is no longer possible to re-connect to the closed conversation. This reduce unnecessary new conversation ID.
b. you can decide which part of the conversation to be cloned by selecting the conversation message id
Notes
a. Clone creates a new conversation ID and "separate" the previous conversation ID and thread
b. attachments are supported on the AMI Clone, but requires to have the aligned message id (part of thread), cloned.