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  • 1.  Inquiry About Agent Disconnect Event in Open Messaging Webhook

    Posted 09-25-2025 02:30

    In the Genesys Open Messaging platform, for outbound webhook URL events,
    based on the documentation I've reviewed, I see that we receive certain events - for example, a TypingStarted event when the agent is typing.
    example below
    {
      "id": "<Messaging Platform Message ID>",
      "channel": {
        "id": "<Integration ID>",
        "platform": "Open",
        "type": "Private",
        "to": {
          "id": "messaging-user@externalservice.com"
        },
        "from": {
          "nickname": "<Integration Name>",
          "id": "<Integration ID>",
          "idType": "Opaque"
        },
        "time": "2023-09-25T13:41:24.276Z",
        "messageId": "<Messaging Platform Message ID>"
      },
      "type": "Event",
      "events": [
        {
          "eventType": "Typing",
          "typing": {
            "type": "On",
            "duration": 5000
          }
        }
      ],
      "direction": "Outbound"
    }

    Is there any event type that indicates the agent has ended the chat or left the conversation?

    If so, could you please provide an example of the outbound message format for that event?

    Thank you!


    #Architect
    #Integrations
    #PlatformAPI
    #Triggers
    #WebMessaging

    ------------------------------
    shravan das
    ------------------------------


  • 2.  RE: Inquiry About Agent Disconnect Event in Open Messaging Webhook

    Posted 10-14-2025 18:15

    Although I don't see any topics for participants or agents within a conversation, there are notification topics for conversations themselves.
    v2.routing.queues.{id}.conversations.chats
    v2.routing.queues.{id}.conversations.messages
    v2.routing.queues.{id}.conversations

    The event schema is contained in those links. You can find the participant with purpose "agent" and look for a state of "disconnected" or "terminated" on that participant.



    ------------------------------
    Jacob Shaw
    Sr. Software Engineer
    ------------------------------