Dialogue Manager FAQ
Support All Dialogue Providers
Q.Why don’t emails (or other messages) sent outside business hours show up in the Web Agent queue immediately?
A. Because new session creation/reopen is gated by business hours. Providers store incoming messages and Dialogue Manager releases them as sessions at opening time.
| Customer Action | Business hour state | What the platform does | What agents see |
|---|---|---|---|
| Customer sends first message | Outside hours | Provider stores; Dialogue Manager defers session creation | Nothing in queue until opening; session appears at start of hours |
| Customer sends first message | During hours | Dialogue Manager requests create; Contact Center accepts; session released | Session appears immediately in queue |
| Customer sends follow‑up on an open session | Outside or during hours | Message appended to existing session | Message appears in the active session |
| Customer sends new message on a closed session | Outside hours | Provider stores; Dialogue Manager defers reopen | Session is reopened at start of hours and queued |
| Customer sends new message on a closed session | During hours | Dialogue Manager requests reopen; Contact Center accepts; session released | Session reappears in queue immediately |
Q.Will customer messages be lost if sent outside business hours?
A. No. Dialogue Providers ingest and retain messages. The delay is only in creating or reopening sessions for agents.
Q.What happens if a customer messages again after their session was closed?
A. The Dialogue Manager will reopen the session during business hours. If the message arrives outside hours, it’s held by the provider and reopened at the start of hours.
Support Email Dialogue Provider
Q.Emails are partially read after downloading the email via Graph
A. Most expected cause for this is that the item is still being scanned by your virus scanner. To work around this we recommend utilization Outlook rules to temporally store them in a difference folder before moving the item to the processing folder.