Add user disconnect message and escalation state storage#625
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tracyboehrer merged 3 commits intoJun 17, 2026
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siddharthh98
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Jun 17, 2026
siddharthh98
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- Add UserDisconnectedMessage to settings and config
- Notify live agent when user disconnects from escalated chat
- Persist escalation marker in storage for external API access
- Convert Teams HTML/emoji to plain text for Genesys
- Secure /api/conversations/reset with authorization
- Add UserDisconnectedMessage to settings and config - Notify live agent when user disconnects from escalated chat - Persist escalation marker in storage for external API access - Convert Teams HTML/emoji to plain text for Genesys - Secure /api/conversations/reset with authorization
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Pull request overview
This PR enhances the samples/dotnet/genesys-handoff sample by improving Genesys handoff reliability and operability: it persists an escalation marker for out-of-turn APIs, notifies live agents when users disconnect, improves message text fidelity when forwarding Teams content, and secures the external reset endpoint.
Changes:
- Persist escalation state in
IStoragekeyed by MCS conversation ID for external reset API checks. - Notify the live agent (via Genesys) when the Teams user disconnects from an escalated conversation.
- Convert Teams HTML/emoji attachments into plain text before sending messages to Genesys, and require authorization for
/api/conversations/reset.
Reviewed changes
Copilot reviewed 7 out of 7 changed files in this pull request and generated 1 comment.
Show a summary per file
| File | Description |
|---|---|
| samples/dotnet/genesys-handoff/Services/ConversationStateManager.cs | Adds storage-backed escalation marker set/clear/check helpers. |
| samples/dotnet/genesys-handoff/Program.cs | Secures the reset endpoint by requiring authorization. |
| samples/dotnet/genesys-handoff/GenesysHandoffAgent.cs | Persists/clears escalation markers and sends a “user disconnected” notice to the live agent. |
| samples/dotnet/genesys-handoff/Genesys/IGenesysConnectionSettings.cs | Adds UserDisconnectedMessage setting contract. |
| samples/dotnet/genesys-handoff/Genesys/GenesysMessageSender.cs | Converts Teams HTML/emoji-rich content to plain text for Genesys payloads. |
| samples/dotnet/genesys-handoff/Genesys/GenesysConnectionSetting.cs | Wires UserDisconnectedMessage from configuration. |
| samples/dotnet/genesys-handoff/appsettings.json | Adds default UserDisconnectedMessage configuration value. |
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tracyboehrer
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Jun 17, 2026
tracyboehrer
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users/sigaur/fix-conversation-end-and-emoji-issue
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