When an email is being sent with multiple actions on, the event bridge sents the following events (and timestamp of the event):
user.start (2024-10-21T13:20:56.727Z)
user.end (2024-10-21T13:20:56.902Z)
I would assume that the order should be in the opposite because the conversation (and user) is still connected the the conversation.
Why is the user.start the first event and not the last?
The user.start event is when the agent starts handling the conversation and the user.end is when the agent releases the conversation. They appears to be in the right order to me, although the agent sure didn't spend much time handling that email.
Hello Crespino,
Have you tried it? These two events are fired each time an agent sents a email with multiple actions on. They always appear in this order.
Like you said. You would suggest that the agent released the conversation. But it doesn't. It is still assigned. This (only) happens with multiple actions settings on for the email.