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Kavi
Known Participant
Mar 25, 2026 7:13 AM UTC
4. Future Consideration

Enable Conversation ID Mapping for Agent Studio Use Cases

Related products:Tool Studio

I propose introducing a mechanism to pass the conversation ID to use cases created via Agent Studio. Since most ticket operations in our organization—such as ticket creation and notifications—are planned to be customized using Agent Studio, having the conversation ID available within these use cases would allow accurate mapping between bot interactions and downstream ticket actions. This would significantly improve tracking, reporting, and deflection analytics.

    6 replies

    dhorvath
    Community Manager
    Mar 26, 2026 3:15 PM UTC
    Updated idea status 1. New → 4. Future Consideration
      Ajay Merchia
      Ajay Merchia
      Community Manager
      Mar 26, 2026 3:15 PM UTC

      Hi Kavi,

      This is a good idea – I can see how it would be useful for your organization. We will take it under consideration for our future roadmap. Thanks for sharing.

        JacekU
        JacekU
        New Participant
        Jun 18, 2026 11:46 AM UTC

        This is a great idea, and I really believe this should be introduced. This could significantly improve investigations in terms of speed and accuracy saving time and improving documentation.

        Jacek Uhryn
          KaviAuthor
          Known Participant
          Jul 15, 2026 7:15 PM UTC

          Hi ​@Ajay Merchia : Do we have this considered in the roadmap? 

            KaviAuthor
            Known Participant
            Aug 21, 2026 7:41 PM UTC

            Hi ​@Ajay Merchia :

            This is becoming increasingly important as we aim to track end-to-end deflection. For example, we collect explicit user feedback during plugin execution, but the feedback is stored separately from the Plugins table. Since there is no unique key to link the two, we currently rely on a combination of user_email, plugin_name, and creation timestamp, which is a fragile workaround.

            Could you share your thoughts on introducing a unique identifier conversation ID to be passed ?

              Kevin Mok
              Kevin Mok
              Community Manager
              Sep 17, 2026 2:09 AM UTC

              Hey ​@Kavi, this is still under consideration. We understand why you want to connect Agent Studio ticket actions to the original conversation for reporting and troubleshooting.

              The challenge is that the conversation ID is not always available when an Agent Studio action needs it. That makes this harder to support in the current system.

              We plan to explore this as part of our next-generation platform, but we do not have a release timeline to share yet.

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