---
schema_version: "1"
id: 61797019526e0439ee9f87de9388277a4c4afc7e80b3c28aedca7db96ed2adf9
title: Free Rep Capacity by Closing Agent Work Programmatically
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_messaging_byoc_close_agentwork.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_messaging_byoc_close_agentwork.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 53e0e643495886172fa573aaf339909e1a7be3bda497d06465d2d97bb9172965
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Free Rep Capacity by Closing Agent Work Programmatically

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](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US).

**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.

#### See Also

- [_Interaction Service API:_ Update an AgentWork Record](https://developer.salesforce.com/docs/service/interaction-service-api/references/interaction-service-reference/api-agentWork-patch.html)