How to End an Interaction in Genesys Cloud (Call, Chat, Email)

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That depends on whether you are an Agent disconnecting an active interaction or an Administrator configuring a flow to automatically disconnect.

Here is how you handle disconnection in both contexts within Genesys Cloud:

1. Agent Disconnection (Active Interactions)
If you are an agent and need to end an active call, chat, or email, you use the controls in the communication panel:

For Calls (Voice Interactions):
During the Call: Simply click the red phone icon (Hang up/Disconnect) located in the interaction window to end the call.

The System Disconnects: If the customer hangs up first, the call leg on their side ends, and you will see the interaction status change to Wrap-up.

For Chats, Messages, and Emails:
End Chat/Message: Click the End Chat or Disconnect button within the chat window. Note that the customer's side might take a moment to confirm disconnection, but for the agent, the interaction ends immediately.

Complete Email: Since email is asynchronous, you usually click Done or Wrap-up after sending the final reply. There is no instant "disconnect" button like a phone call.

Wrap-up (Post-Disconnection):
After the customer disconnects or you manually disconnect the interaction, the agent enters the Wrap-up state.

Wrap-up Time: This is a fixed time period (often 30–60 seconds) to complete notes, select a disposition code (e.g., "Sale Completed," "Technical Issue Resolved"), and update the CRM.

Final Disconnect: Once the agent clicks End Wrap-up (or the timer runs out), the interaction is officially closed, and the agent becomes available for the next interaction.

2. Administrator Disconnection (Architect Flows)
If you are configuring the routing and want the system to automatically disconnect the interaction at a certain point (e.g., after playing a message or failing to transfer), you use the Disconnect action in Architect:

Open the Flow: Navigate to Architect and open the relevant Call Flow.

Add Action: Drag the Disconnect action (under the Terminate category) into your flow.

Place the Action: Place this action at the point where you want the call to drop (e.g., after the maximum hold time is reached, or after a "closed hours" message is played).

When the flow executes the Disconnect action, the interaction is immediately ended from the Genesys Cloud side.

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