ThomasVanDurme | 2021-08-26 16:32:14 UTC | #1
Situation:
When an agent has become a participant on a email-based conversation, and that participant (i.e. the agent) then replies the initial customer email using the API: /api/v2/conversations/emails/{conversationId}/messages , that participant will be disconnected from the conversation. Resulting in that there are no active participants in that conversation.
Question: Is it possible to keep the agent "connected" in that conversation after the email reply has been sent?
Jerome.Saint-Marc | 2021-09-03 12:16:49 UTC | #2
Hello,
The /api/v2/conversations/emails/{conversationId}/messages will disconnect the email session. So it is not really that the participant is disconnected, but all of the media sessions for the participant (agent) are disconnected.
So, no, it is not possible to keep the email session connected for the agent, after the email reply is sent.
Regards,
system | 2021-10-04 12:16:59 UTC | #3
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