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Updating wrap up on email interaction is not working

  • 1.  Updating wrap up on email interaction is not working

    Posted 06-05-2025 18:27

    garimabalodi | 2023-08-17 07:05:42 UTC | #1

    Hi Dev forum ,

    I am working on a usecase where as a portion of it , i need to force wrap up on an email conversation after a certain amount of time has lapsed . I am making my test in the api explorer first , before i move to transform this as a data action.

    I am using 2 apis for this as follows :

    1. /api/v2/analytics/conversations/{conversationId}/details ; to get participantid and session id where purpose matches agent
    2. substitute these values for participantid and communicaition id in the following api - /api/v2/conversations/emails/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup . In the body i am giving the wrapupcode id and name that i want to enforce,.

    Although , on api explorer I do see a 202 success , but when i go and check interactions view , my email interaction is not updated with the enforced wrapup code.

    Can someone confirm my understanding of these api's , if correct then what might be the issue ?

    Regards Garima.

    Charaf | 2023-08-17 12:38:56 UTC | #2

    Hi @garimabalodi,

    Once you get the conversationId and the participantId of the participant whose purpose is set to agent, you can make a call to the following API endpoint:

    PATCH /api/v2/conversations/emails/{conversationId}/participants/{participantId}

    The body of the request should include:

    {
   "wrapup": {
      "code": "wrapup-id-here"
   },
   "state": "disconnected"
}

    (Other properties are optional)

    Let me know if it works for you.

    Best regards,

    Charaf

    garimabalodi | 2023-08-29 09:34:54 UTC | #3

    Thanks Charaf , that worked !

    system | 2023-09-29 09:35:17 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: 21559



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