Pause Messaging Sessions

With status-based capacity enabled in Omni-Channel, agents can pause and unpause Messaging sessions. Agent 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 an agent 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 an agent’s capacity and set the work item status appropriately.

  3. When agentWork is unpaused, include the work in an agent’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