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  • 1.  Request for API to End Conversation on Agent Side – Genesys Open Messaging

    Posted 09-25-2025 02:43

    Is there any endpoint in the Genesys Open Messaging platform that can be used to close or end an ongoing conversation on the agent side?

    Our use case is as follows:

    • When a customer leaves the chat from our side (external system),

    • We want to ensure that the conversation is also closed on the Genesys agent side.

    Does Open Messaging provide any API or mechanism to support ending the conversation?

    Any guidance or documentation references would be greatly appreciated.

    Thank you!


    #Integrations
    #PlatformAPI
    #WebMessaging

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    shravan das
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  • 2.  RE: Request for API to End Conversation on Agent Side – Genesys Open Messaging

    Posted 09-29-2025 13:10
    Edited by Krzysztof Krupa 09-29-2025 15:54

    You can create workflow using API endpoint to disconnect the conversation and link it to trigger based on event topic 'v2.detail.events.conversation.{id}.customer.end'.

    /api/v2/conversations/chats/{conversationId}



    ------------------------------
    Krzysztof Krupa
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    Original Message


  • 3.  RE: Request for API to End Conversation on Agent Side – Genesys Open Messaging

    Posted 09-30-2025 07:46

    You can do this using embedded framework notification API by subscribing to "v2.users.{userId}.conversations" topic. 

    Once agent is connected, you can start timer (setTimer API in JS) and can reset it on customer message.

    Once timer (say 30 minute) expires, you can disconnect conversation using following API

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



    ------------------------------
    Parvez Alam
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    Original Message


  • 4.  RE: Request for API to End Conversation on Agent Side – Genesys Open Messaging

    Posted 09-30-2025 08:13

    Hi, maybe this upcoming feature suits your use-case Messaging - Conversation Inactivity | Genesys Cloud Ideas Portal



    ------------------------------
    Jeroen van der Sandt
    NA
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    Original Message


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