After Conversation Work

After Conversation Work (ACW) gives reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation.

In order for reps to configure After Conversation Work, follow these steps to support the feature:

  1. Fire an AFTER_CALL_WORK_STARTED event (using the publishEvent() method) with the callId to trigger after conversation work for the rep.

    1. Fire this event regardless of whether the org has enabled After Conversation Work. In case After Conversation Work isn’t enabled, this event is ignored.
    2. If there’s a case (for example, a missed call) when the rep isn’t put into wrap-up mode in the telephony system, the connector must not fire the AFTER_CALL_WORK_STARTED event.

  2. Implement the wrapUpCall() method in the connector. The implementation of this method must remove the rep from wrap-up and put the rep back into the queue for receiving calls.

  3. If you have Sales Engagement setup in your org and you’d like to advance a cadence after your rep wraps up a call, fire WRAP_UP_ENDED (using the publishEvent() method) event after you receive wrapUpCall(), with the following sample payload.

See Also