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Is there a way to disconnect a chat using Apex when integrated with salesforce?

  • 1.  Is there a way to disconnect a chat using Apex when integrated with salesforce?

    Posted 06-05-2025 19:01

    edisonCrisostomo | 2022-04-08 02:40:41 UTC | #1

    we have a requirement to disconnect the chat interaction when the client ends the chat session.

    i tried using PATCH conversations/chat while setting the state to "disconnected", which sort of worked? it got the chat interaction disconnected, but it didn't allow the agent to assign a wrap up code.

    is there a way to just trigger the disconnect button and still allow the wrap up to pop up so that the agent code select the appropriate wrap up code?

    fransiska.hendra | 2022-04-09 01:26:03 UTC | #2

    Hi,

    How do you integrate PureCloud softphone with Salesforce, is it using Embedded Framework ? We're using Embedded Framework hook in Salesforce using Apex (visualforce & class), put all javascript & html there.

    If you using embedded framework, you can disconnect chat with javascript (no need API), put a button in salesforce page, and call following function. Need to use postmessage function as embedded framework is iframe inside Salesforce page.

    function updateInteractionState(event) { var lastInteractionPayload = JSON.parse(document.getElementById("interactionSubscriptionPayload").value); var interactionId; if (lastInteractionPayload.data.interaction.old){ interactionId = lastInteractionPayload.data.interaction.old.id; }else { interactionId = lastInteractionPayload.data.interaction.id; } let payload = { action: event.target.outerText, id: interactionId };

    var jsonClick =JSON.stringify({type: 'updateInteractionState', data: payload}); const frameArr1 = window.top.frames; for (let i = 0; i < frameArr1.length; i++) { postMessageRecursive(frameArr1[i], jsonClick, "*"); } }

    function postMessageRecursive(iframe, msg, targetOrigin) { iframe.postMessage(msg, targetOrigin); if (iframe.frames.length > 0) { for (let i = 0; i < iframe.frames.length; i++) { postMessageRecursive(iframe.frames[i], msg, targetOrigin); } } }

    edisonCrisostomo | 2022-04-11 08:18:27 UTC | #3

    Hi fransiska

    we're using the "Genesys Cloud for Salesforce" managed package installed in salesforce.

    Cheers

    system | 2022-05-12 08:19:25 UTC | #4

    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: 14232



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