Contact Center App Lifecycle And Context Switching

Problem

Agents can switch between active engagements. Your app instance may remain alive while visible context changes. If state is global rather than engagement-scoped, data corruption and agent frustration follow.

Recommended Pattern

1. Configure SDK with engagement capabilities.
2. Query initial context and status.
3. Subscribe to engagement context and status change events.
4. Store drafts and workflow state by engagementId.
5. On context switch, load the target engagement state.
6. On end state, finalize or clear that engagement data.

Failure Modes To Avoid

• Single shared draft object for all engagements.
• Late event subscription after user interaction starts.
• Hard cleanup on tab switch instead of engagement end.
• Assuming visibility equals process lifetime.

Implementation References

• ../../contact-center/web/examples/app-context-and-state.md
• ../../contact-center/concepts/architecture-and-lifecycle.md
• ../../contact-center/RUNBOOK.md