Interaction Service API Release Notes

This section describes recent changes that have been made to this guide. To see the latest feature updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS, visit Bring Your Own Channel release notes.

Updates for Summer ’26

Extended Update an AgentWork Record so that partners can close an AgentWork record.
Added content for Bring Your Own Bot for Messaging:
- Added a Bring Your Own Bot (BYOB) sample payload to Update an AgentWork Record for the Accept, Decline, and Close bot actions.
- Added Bring Your Own Bot Setup Entities reference documentation, including ExtConvParticipantIntegDef and ExternalConversationBotDef.
- Added a Bring Your Own Bot (BYOB) sample payload to Send a Message Through a Chatbot, including typing started and typing stopped indicators.
- Added a Bring Your Own Bot (BYOB) sample payload to Retrieve Conversation Entries.
- Added Bring Your Own Bot (BYOB) sample payloads to Route a Conversation for initial routing with flow and transfer-to-queue scenarios.
- Added StaticContentMessage, ChoicesResponseMessage, and FormResponseMessage Bring Your Own Bot (BYOB) sample payloads to Register Capabilities.

Updates for Spring ’26

Updated Generate an Access Token to provide instructions for integrations that use an external client app (ECA) instead of a connected app.

Updates for Winter ’26

Added End or Inactivate a Messaging Session API.
Added Remove Participant API.
Added Register Capabilities API.
Added maximum length information for the value of routingAttributes key/value pair in Route API and Message Interaction API.

Updates for Summer ’25

Added rate limits information.
Added Conference value for agentActionVisibilities in Create AgentWork API.
Added Conference value for routingType in Route API.
Added cancelReason to Clear Routing API.