Email Web Chat Transcript

[Lex_Yang]

We are getting chat transcript via recordings API, the problem is, if an agent did not wrap it up in time we are not able to get it.

What's the best practice to force it to wrap up after period of time, just like time-boxed ACW for calls?

Thinking about calling disconnect API after customer client is disconnected for 3 mins:

/api/v2/conversations/{conversationId}/disconnect

But the notes next to this API "not intended to be the normal way" to end a conversation worries me a bit. Any workarounds? Better solution to this?

[tim.smith]

I'm not aware of any way to configure a default wrap up code to be assigned after a period of time. You can request new features at https://purecloud.ideas.aha.io/ideas.

@Lex_Yang

Any workarounds? Better solution to this?

The proper thing to do would be to have the agent complete the conversation normally. If that's not an option for some reason, a user with appropriate permissions should use PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId} to set a wrap up code (if desired) and disconnect the agent participant.

POST /api/v2/conversations/{conversationId}/disconnect is intended to be used primarily for stuck calls, not for normal participant disconnects. "not intended to be the normal way" is a polite way of saying that using that API bypasses normal processes and you may cause undesired data and encounter unexpected side effects by using it.