After Conversation Work

After Conversation Work (ACW) gives agents 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.

  1. To trigger After Conversation Work for the agent, fire an AFTER_CONVERSATION_WORK_STARTED event using the publishEvent() method with the agentWorkId and the workItemId. Fire this event regardless of whether the org has enabled After Conversation Work. In case After Conversation Work isn’t enabled, this event is ignored.

  2. If the agent wraps up their work before the After Conversation Work period runs out, they can select All Done or close the record tab in the console to show they're ready to help the next customer. If that happens, fire an AFTER_CONVERSATION_WORK_ENDED event using the publishEvent() method with the agentWorkId and the workItemId. Otherwise, After Conversation Work times out based on the Max Time in seconds specified by the Salesforce admin.

See Also