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  • 1.  Stuck Email

    Posted 01-07-2025 01:22
    No replies, thread closed.

    Hi,

    We have a email that's some how stuck against a particular agent and has a state of 'interacting' even though the interaction has an end date. I've attempted the UI disconnect function (Disconnect Interaction) but this does not work.

    Was looking to use API (/api/v2/conversations/emails/{conversationId}/participants/{participantId}/communications/{communicationId}) 

    Where / how do I locate the 'communicationID' ?

    Thanks


    #Unsure/Other

    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------


  • 2.  RE: Stuck Email
    Best Answer

    Posted 01-07-2025 13:45
    No replies, thread closed.

    Hey Neil,

    You might want to look at what Jan said in another thread to help you get the communicationId. If that doesn't work, you should reach out to Customer Care so that they can help end the interaction.

    Let me know if that helps!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Stuck Email

    Posted 01-08-2025 00:56
    No replies, thread closed.

    Thanks Jason,

    That link is helpful. I also raised (via our Genesys partner) a ticket for CC to review.



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 4.  RE: Stuck Email

    Posted 01-08-2025 09:23
    No replies, thread closed.

    Good to hear! Please keep us posted with what was done to end the interaction.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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