Contact Event Data (CED) Support for RCS events & OTT Undelivered events

Connect Feeds jobs now support RCS events allowing customers to export Sent, Delivered, Session, Received, and Undelivered behavioural events for the newly supported RCS Messaging.  These behavioural events are available to all accounts enabled for OTT messaging.
 
Feeds jobs also support WhatsApp Undelivered events.  Undelivered events may occur if the OTT partner system could not relay the message payload to META; possible causes are runtime errors within the WhatsApp CX Apps app such as personalization, dialogue flow, etc..
 
Both WhatsApp Undelivered events and RCS Undelivered events, the output filename includes “UNDELIVERED” in the naming convention:



  • <accountID>_WHATSAPP_UNDELIVERED_<dateTime>_stamp.<fileNamExtensions>
  • <accountID>_RCS_UNDELIVERED_<dateTime>_stamp.<fileNamExtensions>

Interaction Events - Before and as of 25C

Interaction Events - Before and as of 25C


 

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Enabled for full-service customers with OTT channels enabled

Access Requirements

  • Available for OCI accounts onboarded on WA or RCS