Google Cloud CCaaS adds email session hiding through two Apps API endpoints

Email session hiding (Apps API)

You can now hide email sessions from the agent adapter using two new Apps API endpoints. Hiding a session removes it from agent lists, counts, search, and the supervisor dashboard's live counters without deleting the session or changing its status. If an end-user replies to a hidden session, the session automatically unhides and follows your existing reply-handling rules. This capability is available through the Apps API only.

For more information, see Apps API and Email adapter.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.