End or Inactivate a Messaging Session

Ends or suspends a messaging session.

Use this API to end or suspend a messaging session while noting whether the action came from a Messaging End User or your partner system. The End or Inactivate a Messaging Session API doesn’t rely on an End Chat UI component interaction in Salesforce or the session inactivation timeout set by the Salesforce admin in the Messaging Channel. The partner system uses this API to notify Salesforce if a chat has ended or become inactive. The rep can then receive a status notification, start After Conversation Work, if enabled, and move on to the next session or work item.

This API applies to the following products:

• Bring Your Own Channel for Contact Center as a Service
• Bring Your Own Channel for Messaging

This API is available in version 65.0 and later.

v1/messagingSession

POST

Format: Bearer <Salesforce Access Token>
String. Standard header. Used to authenticate the user, where <Salesforce Access Token> is the Salesforce access token used as the bearer token to make requests to the Interaction Service APIs. Required.

Format: application/json
String. Standard header. Format of the request payload. Required for any request that includes a body.

Format: <Salesforce Org ID>
String. Custom header. The Salesforce org. <Salesforce Org ID> is the 15-character Org ID of the Salesforce org. Required.

Format: <UUID>
String. Custom header. Universally Unique Identifier (<UUID>) that references and tracks this request. Required.

Format: <AuthorizationContext>
String. Custom header. Additional information for the request authorization used to authenticate and validate requests against the connected app scopes.

• For Bring Your Own Channel for CCaaS, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.
• For Bring Your Own Channel for Messaging, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.

1-H $'Authorization: Bearer 00DSG000009SWby\!...LN8XxeRIxGe' \
2-H "content-type: application/json" \
3-H "OrgId: 00DSG000009SWby" \
4-H "AuthorizationContext: Partner1_ChannelDefinition1" \
5-H "RequestId: a1b23c45-c06a-4784-c96c-cb95d3321bda" \

1{
2  "channelAddressIdentifier": "<channelAddressIdentifier>",
3  "endUserClientId": "<EndUser>",
4  "conversationIdentifier": "<ConversationIdentifier>",
5  "operation": "End",
6  "operationBy": "<EndUser / System>"
7}

1{
2 "channelAddressIdentifier": "<channelAddressIdentifier>",
3 "endUserClientId": "<EndUser>",
4 "sessionId" : "<messagingSessionId>",
5 "conversationIdentifier": "<ConversationIdentifier>",
6 "operation": "Inactivate",
7 "operationBy": "<EndUser / System>"
8}

1{
2   "success": true
3}

1{
2   "success": false,
3   "ErrorReason": ACTIVE_CONVERSATION_NOT_FOUND
4}

If success is false, ErrorReason lists the reason why the Messaging session wasn’t successfully ended or inactivated. Valid values are:

• ACTIVE_CONVERSATION_NOT_FOUND
• END_SESSION_FAILED
• INTERNAL_ERROR
• PERMISSION_DENIED
• CHANNEL_ADDRESS_NOT_FOUND
• SESSION_NOT_FOUND
• END_USER_NOT_FOUND
• ORG_NOT_FOUND
• CONVERSATION_PRECONDITION_FAILED
• CONVERSATION_PROCESSING_ABORTED
• CHANNEL_ADDRESS_IS_INACTIVE
• CUSTOMER_ERROR

• GitHub: Interaction Service APIs