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End or Inactivate a Messaging Session

Ends or suspends a messaging session.

Use this API to end or suspend a messaging session while noting whether the action came from a Messaging End User or your partner system. The End or Inactivate a Messaging Session API doesn’t rely on an End Chat UI component interaction in Salesforce or the session inactivation timeout set by the Salesforce admin in the Messaging Channel. The partner system uses this API to notify Salesforce if a chat has ended or become inactive. The rep can then receive a status notification, start After Conversation Work, if enabled, and move on to the next session or work item.

This API applies to the following products:

  • Bring Your Own Channel for Contact Center as a Service
  • Bring Your Own Channel for Messaging

This API is available in version 65.0 and later.

URI

v1/messagingSession

HTTP Method

POST

Headers

Authorization (User-Level Authentication)

Format: Bearer <Salesforce Access Token>
String. Standard header. Used to authenticate the user, where <Salesforce Access Token> is the Salesforce access token used as the bearer token to make requests to the Interaction Service APIs. Required.

Content-Type

Format: application/json
String. Standard header. Format of the request payload. Required for any request that includes a body.

OrgId

Format: <Salesforce Org ID>
String. Custom header. The Salesforce org. <Salesforce Org ID> is the 15-character Org ID of the Salesforce org. Required.

RequestId

Format: <UUID>
String. Custom header. Universally Unique Identifier (<UUID>) that references and tracks this request. Required.

AuthorizationContext

Format: <AuthorizationContext>
String. Custom header. Additional information for the request authorization used to authenticate and validate requests against the connected app scopes.

  • For Bring Your Own Channel for CCaaS, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.
  • For Bring Your Own Channel for Messaging, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.

Sample Header

-H $'Authorization: Bearer 00DSG000009SWby\!...LN8XxeRIxGe' \
-H "content-type: application/json" \
-H "OrgId: 00DSG000009SWby" \
-H "AuthorizationContext: Partner1_ChannelDefinition1" \
-H "RequestId: a1b23c45-c06a-4784-c96c-cb95d3321bda" \

Parameters

Property Name Type Description Required
channelAddressIdentifier string The globally unique ID (GUID) for the conversation channel (MessagingChannel.ChannelAddressIdentifier) field. Maximum size is 240 characters. Yes
endUserClientId string The end user client identifier. This value comes from the partner system and can be up to 240 characters long. Yes
conversationIdentifier string The unique ID for the conversation channel. Yes
sessionId string The messaging session ID. No
operation string Specifies the action to take on the messaging session. Valid values are: <br/>- End <br/>- Inactivate Yes
operationBy string Specifies where the operation originated from. Valid values are: <br/>- EndUser <br/>- System No

Examples

Request

{
  "channelAddressIdentifier": "<channelAddressIdentifier>",
  "endUserClientId": "<EndUser>",
  "conversationIdentifier": "<ConversationIdentifier>",
  "operation": "End",
  "operationBy": "<EndUser / System>"
}

{
 "channelAddressIdentifier": "<channelAddressIdentifier>",
 "endUserClientId": "<EndUser>",
 "sessionId" : "<messagingSessionId>",
 "conversationIdentifier": "<ConversationIdentifier>",
 "operation": "Inactivate",
 "operationBy": "<EndUser / System>"
}

Response

{
   "success": true
}

{
   "success": false,
   "ErrorReason": ACTIVE_CONVERSATION_NOT_FOUND
}

If success is false, ErrorReason lists the reason why the Messaging session wasn’t successfully ended or inactivated. Valid values are:

  • ACTIVE_CONVERSATION_NOT_FOUND
  • END_SESSION_FAILED
  • INTERNAL_ERROR
  • PERMISSION_DENIED
  • CHANNEL_ADDRESS_NOT_FOUND
  • SESSION_NOT_FOUND
  • END_USER_NOT_FOUND
  • ORG_NOT_FOUND
  • CONVERSATION_PRECONDITION_FAILED
  • CONVERSATION_PROCESSING_ABORTED
  • CHANNEL_ADDRESS_IS_INACTIVE
  • CUSTOMER_ERROR

See Also