What is the correct way to close an email conversation

Platform API
1

Hello

In the following scenario

  • customer sends an email
  • email comes into an Inbound Email flow
  • the flow sends the email details to a service via a Data Action
  • the service decides no response is necessary and closes the conversation

How do we close a conversation using the platform API so it doesn't proceed to an advisor?

We're currently doing the following, but I'm not sure we're doing this for the right participant. If this is the way, which participant do we choose?

body = MediaParticipantRequest()
body.state = "disconnected"

api_instance.patch_conversations_email_participant(
    conversation_id=conversation_id,
    participant_id=participant_id,
    body=body,
)

Many thanks for any help,
James

2

Looking at this forum thread, we are going to try disconnecting the conversation instead of the participant with PATCH /api/v2/conversations/emails/{conversationId} with body of {"state": "disconnected" }

If anyone from Genesys could advise if this is correct, it would be appreciated

3

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