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Hi Genesys Community,

I am working on the Interaction Details page in Genesys Cloud. In the Details tab, I can already see native sections like Interaction Metrics, Wrap-up Information, Participant Data, and Recording Information.

I have two questions:

1. API question: Which Genesys Cloud API should I use to get more detailed data about why a messaging chat was disconnected?
   I am currently using the Conversation Details API (GET /api/v2/analytics/conversations/{conversationId}/details) and I can retrieve participants, sessions, segments, and disconnectType values like client, peer, and transfer.
   However, I need a more business-friendly reason such as Student closed chat, Idle timeout, Bot completed flow, or Workflow transfer. Is there a native API field for this, or is the recommended approach to write custom participant/conversation attributes in Genesys and read them back later?

2. UI question: Is there any supported way to add a custom section under the native Details tab in Interaction Details?
   For example, I would like to show an extra block such as:

   • Termination Type
   • Termination Reason
   • Bot Exit Reason
   • Additional participant information

   I am not looking for a new tab or a separate app outside Genesys. I want to know whether the native Interaction Details UI can be extended, or whether the only supported option is a custom embedded app/widget.

Thanks!

Hi Jyothsna,

Great question.

From my understanding, GET /api/v2/analytics/conversations/{conversationId}/details is the correct API for retrieving technical disconnect information. However, I don't believe there is a native field that translates disconnectType into business-friendly reasons such as Student closed chat, Bot completed flow, or Workflow transfer.

For scenarios controlled by Architect, you could use Flow Outcomes (for example, Bot completed, Transferred to Agent, or Authentication failed) or Participant Data to capture a custom termination reason before the interaction ends.

For your UI question, I don't believe Genesys Cloud currently supports adding a custom section directly to the native Interaction Details > Details tab.

Hopefully someone else from the community who has implemented a similar requirement can add their experience to this discussion.

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