Prevent work items from being stranded and ensure customer conversations are handled promptly by using a server-side API to close agent work items in Bring Your Own Channel. Previously closing agent work was possible with client-side mechanisms only. This new API frees up rep capacity by inactivating Messaging sessions or skipping After Conversation Work (ACW) if a rep loses connection or closes their browser during a conversation.
Where: This change applies to Bring Your Own Channel for CCaaS. View required editions.
Who: This change impacts partners who create messaging integrations for Bring Your Own Channel for CCaaS.
How: To close agent work, call the PATCH /api/v1/agentWork endpoint in
Interaction Service API.