Each conversation session (Open - Close) must generate a unique protocol. This protocol must be generated immediately after the conversation begins and stored in a contact property so that it can be used by the customer in Flows. Example of use: "Thank you for contacting us. The protocol for this conversation is 20261020123456789

Ideally, there should be a Custom Object that stores the conversation’s metadata. That way, during the second conversation session with the same contact, the Contact Property containing the session ID can be replaced with the new session ID, since the previous one will be saved in a record within the Custom Object

Suggested metadata to be saved in the Custom Object:

protocol_number

channel

opened_at

closed_at

conversation_date

conversation_type (ai, human or mixed-handoff)

customer_country

first_response_time_seconds

average_response_time_seconds

handle_time_seconds

sleekflow_conversation_id