Webhook on Agent Disconnected

[ugur.bayramoglu]

Hello everyone,

We have done an open messaging integration and need to immediately know when an agent disconnects the conversation by entering the "End Messages" button to be able to inform the customer and show little survey etc.

When I make to request below API and parse states etc. I can figure out that the agent is disconnected and it takes some time to do so.
GET # api/v2/conversations/{conversationId}

For too many open conversations making this API request with 1-2 seconds interval cost too much to detect the "Agent Disconnected".

Can Genesys make a Webhook or a Websocket request to notify me when Agent Disconnected?
Also can I return back to Architect - Inbound Message Flow after Agent Disconnected as an alternative?

Regards

[mostafaawad]

You can use Process Automation/Triggers to detect that and invoke a workflow that sends your survey. I'm not sure if you will send the survey using agentless APIs or not but this can make it easier instead of going through the complexity of websocket integration.

The topic that you will need to use is v2.detail.events.conversation.{id}.user.end

[ugur.bayramoglu]

Hi @mostafaawad , thanks for your reply.
I was unaware of Process Automation/Trigger, it suits very well to my requirement.

Regards

[mostafaawad]

Hi @ugur.bayramoglu Glad to help, then you can mark it as solved