Message Threads by Same Facebook User Appearing Separately in Engage Inbox (Doc ID 2197581.1)

Last updated on OCTOBER 31, 2016

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Symptoms

On : NA version, Engage

ACTUAL BEHAVIOR
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Message Threads Separating

Message thread from same Facebook user appearing as two separate interactions in Engage inbox.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Follow thread and see that it contains entire conversation; however, thread shows up twice in archived message dashboard.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users find numerous threads problematic in regard to organization efforts.

Cause

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