Add Support for After Conversation Work

After Conversation Work (ACW) gives reps a set amount of time after a customer conversation to wrap up their work before making themselves available for new work to be received. Follow these steps to support the After Conversation Work feature for Bring Your Own Channel for CCaaS.

  1. To trigger After Conversation Work for a rep’s AgentWork, call the Interaction Service Remove a Participant API (POST /api/v1/participant).

  2. If the rep wraps up their work before the After Conversation Work period runs out, end the work from your integration by calling the Interaction Service Update or Close an AgentWork Record API (PATCH /api/v1/agentWork) with status set to Close and contextType set to Agent. That closes the AgentWork record from your server and aligns with capacity and messaging session behavior for After Conversation Work.

  3. If the rep is working in the Salesforce console and finishes early, they can select All Done or close the record tab to show they’re ready to help the next customer. In that case, use the closeAgentWork() method of the Lightning Console JavaScript API (omniToolkitAPI) to change the work item status to Closed and remove it from the list of work items in the Omni-Channel utility.

  4. Otherwise, After Conversation Work times out based on the Max Time in seconds specified by the Salesforce admin.

Use the Interaction Service Remove a Participant API and Update or Close an AgentWork Record API for messaging sessions only. To control After Conversation Work for Voice, see Salesforce Voice for Partner Telephony Developer Guide: After Conversation Work.

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