Disconnect Conversation and/or Participant

[despinoza]

Hello everyone,

I got a problem with a conversation which is in progress from December 17, 2022, all participants are disconnected except by one, a botflow that I cannot disconnect. I used Platform API Client SDK - .NET and implemented two methods. One is for disconnect a participant and I called PatchConversationParticipant (endpoint: /api/v2/conversations/{conversationId}/participants/{participantId}) function with body.State = MediaParticipantRequest.StateEnum.Disconnected, the function is executed but the participants is still connected. The other method is for disconnect the call -> PostConversationDisconnect (endpoint: /api/v2/conversations/{conversationId}/disconnect), this method always return {} value and the result is the same, the interaction is still in progress with the participant active. This is
participant object:
{
"id": "dd9c4f99-a46c-44e9-b992-a4ddbad6000c",
"startTime": "2022-12-17T15:05:52.595Z",
"connectedTime": "2022-12-17T15:05:52.595Z",
"purpose": "botflow",
"wrapupRequired": false,
"conversationRoutingData": {
"queue": {
"id": "d8a2f34c-991f-4cec-bcfa-340355c4c849",
"selfUri": "/api/v2/routing/queues/d8a2f34c-991f-4cec-bcfa-340355c4c849"
},
"priority": 0,
"skills": [],
"scoredAgents": []
},
"attributes": {},
"calls": [],
"callbacks": [],
"chats": [],
"cobrowsesessions": [],
"emails": [],
"messages": [{
"state": "connected",
"initialState": "connected",
"direction": "inbound",
"type": "webmessaging",
"id": "3b4904f9-6247-420c-81c2-30a3d196e7cc",
"held": false,
"segments": [{
"startTime": "2022-12-17T15:05:52.595Z",
"type": "Interact",
"howEnded": "Disconnect"
}
],
"connectedTime": "2022-12-17T15:05:52.608Z",
"provider": "PureCloud BotFlow",
"peerId": "349dd082-5b05-4714-bd90-7a096a1a44ab",
"messages": [],
"afterCallWorkRequired": false
}
],
"screenshares": [],
"socialExpressions": [],
"videos": []
}

Is there a way to disconnect the participant and/or disconnect the interaction?

[tim.smith]

Please open a case with Genesys Cloud Care to investigate stuck conversations.

[Chris_Carr]

Hi,

Did you find a resolution for this issue through Genesys Care? I am experiencing the same problem, but on a larger scale with thousands of interactions where the survey bot is requesting input from the user and I am unable to disconnect them.

Have you heard of any other solutions, or did Genesys Care advise you to submit an idea in the idea labs as I was advised?

Thank you.

[despinoza]

Hello,

In my case, Genesys Care fixed the problem closing the interactions. But we had to modify the flow because we also had hundreds of open interactions due to botflow participant who was active,

Hope this can be useful, Grettings

[Chris_Carr]

Hello,

Thank you very much I appreciate it