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Hello all,

What does the undocumented isDone property represent in the conversation model ? I've found some old posts ^{(1, 2)}, but without answers.

So far, with my tests, the property is false when the call is disconnected and enter in ACW, and when the user complete it, a notification with a true value pops. If the call has no ACW setting (eg. Agent Requested), the property is true when the call is disconnected.

Now it's my turn to try my luck: could you confirm the isDone property is the missing piece needed to track the ACW phase that the state property doesn't provide? 

#EmbeddableFramework

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Cédric Gouraud
NA
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Hello Cédric, 

Thanks for raising this question. I reviewed the available API documentation and Knowledge Base articles, and I wasn't able to find any official documentation for the isDone property.

From a supported API perspective, ACW is tracked through the participant's wrapup object, which includes information such as the wrap-up code, notes, duration, and endTime. There's also a wrapupSkipped flag to indicate when ACW was skipped. While the participant state reflects the participant's current state (for example, disconnected), it doesn't distinguish between an agent actively completing ACW and one who has already completed it.

Based on the behavior you've observed, isDone appears to behave as follows:

false when the interaction disconnects and the agent enters ACW.
true after the agent completes ACW by selecting Done.
true immediately after disconnect when using an Agent Requested wrap-up configuration, where no additional ACW is required.

Those observations are consistent with the property's apparent behavior. However, because isDone isn't part of the documented API contract, I wouldn't recommend relying on it for production integrations. Undocumented properties aren't considered supported interfaces and may change without notice.

If you're looking for a supported method to determine when ACW has completed, the documented approach is to monitor the participant's wrapup information. For example, the wrapup.endTime is populated once ACW has completed. While this doesn't provide a dedicated "ACW complete" event, it is the supported mechanism exposed through the Conversation model.

If the ability to explicitly track ACW phase transitions is a requirement, You're in the right spot to have this question answered, this is the place that allow the product team to clarify whether isDone is intended for public use or whether there's a supported alternative planned for this scenario. I would also be interested to hear if anyone else in the community has been using isDone successfully. 

Cheers