Route conversation

Use this method to route the existing conversation. This method will remove the assigned agent from a conversation (if one exists), and send the conversation to the routing process. Closed Conversations cannot be routed.

post/ccaas/1/conversations/{conversationId}/route

Request

Base URL
https://api.infobip.com (the document declares no server; this is the origin it was published from)
Auth
- OAuth 2
  Client credentials
  Token URL: https://api.infobip.com/auth/1/oauth2/token
- or API key in header Authorization
- or API key in header Authorization
- or HTTP basic

Path parameters

conversationIdstring required

Id of the conversation being routed.

Response

Example response

{
  "conversations": [
    {
      "id": "9542b329-01f4-4593-b7b0-606949389129",
      "topic": "First conversation topic",
      "summary": "First conversation summary",
      "status": "OPEN",
      "priority": "NORMAL",
      "queueId": null,
      "agentId": null,
      "createdAt": "2024-01-01T00:00:00.000+00:00",
      "updatedAt": "2024-01-01T00:00:00.000+00:00"
    },
    {
      "id": "be2de5f9-d049-446b-8c62-098be8b8f624",
      "topic": "Second conversation topic",
      "summary": "Second conversation summary",
      "status": "SOLVED",
      "priority": "HIGH",
      "queueId": "6f2e6c5a-e4ca-48c6-bc0a-d9c18479743a",
      "agentId": "c856e230-a8cd-498b-9996-42bbed35029a",
      "createdAt": "2024-01-01T00:00:00.000+00:00",
      "updatedAt": "2024-01-01T00:00:00.000+00:00"
    },
    {
      "id": "7e40af76-3020-4bf6-942f-27910d33899b",
      "topic": "Third conversation topic",
      "summary": "Third conversation topic",
      "status": "CLOSED",
      "priority": "LOW",
      "queueId": "6f2e6c5a-e4ca-48c6-bc0a-d9c18479743a",
      "agentId": "c856e230-a8cd-498b-9996-42bbed35029a",
      "createdAt": "2024-01-01T00:00:00.000+00:00",
      "updatedAt": "2024-01-01T00:00:00.000+00:00",
      "closedAt": "2024-01-03T00:00:00.000+00:00"
    }
  ],
  "pagination": {
    "totalItems": 3,
    "page": 0,
    "limit": 10,
    "orderBy": "id:ASC"
  }
}

Changes

No recorded changes to this operation across all 1 revision of this API.