Pause Messaging Sessions

With status-based capacity enabled in Omni-Channel, reps can pause and unpause Messaging sessions. Rep capacity reflects active, unpaused Messaging sessions only. To support this feature for Bring Your Own Channel for CCaaS, follow these steps.

  1. Implement the onAgentWorkEvent(agentWork) method in your connector to listen for PAUSED and UNPAUSED events from agentWork.workEvent.

    • Constants.WORK_EVENT.PAUSED: Omni-Channel sends a PAUSED event if a rep selects Customer Inactive in the Conversation component or if a conversation is automatically marked inactive after a period of inactivity.
    • Constants.WORK_EVENT.UNPAUSED: Omni-Channel sends an UNPAUSED event if a Messaging end user sends a message after the conversation has been marked inactive.

  2. When agentWork is paused, release a rep’s capacity and set the work item status appropriately.

  3. When agentWork is unpaused, include the work in a rep’s capacity and update the work item status as needed.

See the vendor-sdk.js file in GitHub for a sample implementation in the Bring Your Own Channel for CCaaS demo connector.

See Also