Direction vs Direction Type attributes
Last Update: Oct 2024 • Est. Read Time: 2 MINWhen building reports or constructing workflows, you'll likely want to incorporate messages coming into your Kustomer organization. The types of attributes you use — and the values you pair them with — can produce different results. This article will help to quickly clarify some differences between the various attributes we offer.
Who can access this feature? | |
User types | Admins can create and manage and reports and workflow settings. Managers can access reports. |
In this article
Message object attributes
The message object has a range of attributes that help to specifically identify what type of message it is in the conversation timeline:
Attribute | Description | |
Direction | Direction > in | Direction of the message is inbound to Kustomer. |
Direction > out | Direction of the message is outbound from Kustomer. | |
Direction Type | Direction Type > initial-in | The first inbound message sent in a conversation. This can fall after the initial-out but not after any other values. |
Direction Type > initial-out | The first outbound message sent by an agent or the system in a proactive conversation. | |
Direction Type > response-in | A response to a previous outbound message in a conversation. | |
Direction Type > response-out | A response to a previous inbound message in a conversation. This falls after the initial-in message when a customer reaches out and an agent responds. | |
Direction Type > followup-in | A message a customer sends where the previous message in the conversation was also from the customer (i.e. when a customer send two messages back-to-back, the 2nd is a followup-in). | |
Direction Type > followup-out | A message a Kustomer organization sends where the previous message in the conversation was also from your organization (i.e. when an agent sends two messages back-to-back, the second is a followup-out). |
Tips
A common misunderstanding when trying to run a report on inbound conversations is to look at the Conversation object and apply the Direction equals in
filter. You'll get a more accurate count of inbound conversations created in the time period you selected it you instead look at the Message object and use Direction type equals initial-in
filter.