Is there a way to disconnect a chat using Apex when integrated with salesforce?

[edisonCrisostomo]

we have a requirement to disconnect the chat interaction when the client ends the chat session.

i tried using PATCH conversations/chat while setting the state to "disconnected", which sort of worked? it got the chat interaction disconnected, but it didn't allow the agent to assign a wrap up code.

is there a way to just trigger the disconnect button and still allow the wrap up to pop up so that the agent code select the appropriate wrap up code?

[fransiska.hendra]

Hi,

How do you integrate PureCloud softphone with Salesforce, is it using Embedded Framework ? We're using Embedded Framework hook in Salesforce using Apex (visualforce & class), put all javascript & html there.

If you using embedded framework, you can disconnect chat with javascript (no need API), put a button in salesforce page, and call following function. Need to use postmessage function as embedded framework is iframe inside Salesforce page.

function updateInteractionState(event) {
var lastInteractionPayload = JSON.parse(document.getElementById("interactionSubscriptionPayload").value);
var interactionId;
if (lastInteractionPayload.data.interaction.old){
interactionId = lastInteractionPayload.data.interaction.old.id;
}else {
interactionId = lastInteractionPayload.data.interaction.id;
}
let payload = {
action: event.target.outerText,
id: interactionId
};

var jsonClick =JSON.stringify({type: 'updateInteractionState', data: payload});
const frameArr1 = window.top.frames;
for (let i = 0; i < frameArr1.length; i++) {
postMessageRecursive(frameArr1[i], jsonClick, "*");
}
}

function postMessageRecursive(iframe, msg, targetOrigin) {
iframe.postMessage(msg, targetOrigin);
if (iframe.frames.length > 0) {
for (let i = 0; i < iframe.frames.length; i++) {
postMessageRecursive(iframe.frames[i], msg, targetOrigin);
}
}
}

[edisonCrisostomo]

Hi fransiska

we're using the "Genesys Cloud for Salesforce" managed package installed in salesforce.

Cheers