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.
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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.
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When agentWork is paused, release an agent’s capacity and set the work item status appropriately.
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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
- Salesforce Help: Ending or Inactivating Messaging Sessions Automatically
- Salesforce Help: Set Up a Status-Based Capacity Model