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Cancelling Callbacks from an API call

  • 1.  Cancelling Callbacks from an API call

    Posted 06-05-2025 18:17

    robm | 2020-06-02 12:03:18 UTC | #1

    Hello,

    At one of our sites, we have an huge amount of callbacks at the end of the day. The customer asked me if it is possible to somehow delete them all at once by use of an API request (insetad of deleting them one by one in the web GUI).

    I have checked the available API options, but couldn't find such a request. Does someone know if this is possible?

    Best regards, Rob

    tim.smith | 2020-06-03 20:37:48 UTC | #2

    You can't ever delete conversations in Genesys Cloud. However, you can disconnect them. Try PATCH /api/v2/conversations/callbacks/{conversationId}:

    Update a conversation by disconnecting all of the participants

    robm | 2020-06-04 06:51:02 UTC | #3

    Hi Tim,

    And conversation means callbacks in this case? The problem for me is getting a list of actual callbacks so I have the conversation(callback) ID's and can disconnect them.

    BR, Rob

    tim.smith | 2020-06-05 17:13:48 UTC | #4

    Conversation means a conversation object in the conversations or analytics APIs. A conversation will have one or more participants, and participants have one or more media sessions. A callback is a media session, but there may be other sessions within the conversation.

    You can query for callbacks using an analytics detail query with a filter on media type.

    robm | 2020-06-08 13:44:17 UTC | #5

    Hi Tim. Thanks, it worked! (like a charm.. :smiley:)

    BR, Rob

    BScott | 2020-06-09 21:40:03 UTC | #6

    Hi Rob,

    Glad you found the solution. We've had to disconnect emails and other interactions a few times so having a script nearby is super handy. I was going to also mention that in your customer scenario, it's likely more prudent to close off the callback offer ahead of business hours closing for the Contact Centre so there's not a backlog left at the end of the day. Another approach might be to dedicate some agents to clearing callbacks each afternoon.

    Cheers,

    Brendon

    system | 2020-07-10 21:40:06 UTC | #7

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 7946



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