🔄 Conversation Updated

Topic: CONVERSATION_UPDATED

What It Does

One or more fields on the conversation were modified, such as new message received, platform changed, staff assigned, or status updated.

Key Info

• Object: Conversation
• Actors: System, Staff, or AI Bot
• Source: MESSAGE_PROVIDER, BACKOFFICE, AI_BOT

When It Fires

• New message received from guest
• Guest switches communication platform (email → WhatsApp → SMS)
• Staff assigns conversation to team member
• Conversation status changes (NEW → IN_PROGRESS)
• Unread message count updates
• AI bot processes message

Context Data

{
  "numberOfUnreadMessages": 1
}

What To Do With It

• Log changes - Track what changed via patches
• Notify assigned staff - Alert when new message arrives
• Monitor response times - Track time to assignment and resolution
• Trigger AI workflows - Route to bot or escalate to human
• Update dashboards - Refresh unread counts and status views
• Sync platform preferences - Remember guest's preferred channel