---
title: "Route conversation"
method: POST
path: "/ccaas/1/conversations/{conversationId}/route"
tags: ["customer-engagement", "conversations", "conversation-management"]
---

# Route conversation

`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)
- URL: `https://api.infobip.com/ccaas/1/conversations/{conversationId}/route`
- Auth: one of:
  - OAuth 2
    - Client credentials
    - Token URL: `https://api.infobip.com/auth/1/oauth2/token`
  - API key in header `Authorization`
  - API key in header `Authorization`
  - HTTP basic

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](../#customer-engagement/conversations/update-routing).
Closed Conversations cannot be routed.

## Path parameters

- `conversationId` string, required

## Response `200`

OK

- E89661b226e518f36a162935afcdf1132c95b0e63e9c86c5ef5f31c5a8d865a2ConversationResultPage
  - `conversations` E89661b226e518f36a162935afcdf1132c95b0e63e9c86c5ef5f31c5a8d865a2ConversationApiModel[]
    - `id` string: Conversation Id.
    - `topic` string: Conversation topic.
    - `summary` string: Short description of the conversation.
    - `status` 'OPEN' | 'WAITING' | 'SOLVED' | 'CLOSED': Conversation status.
    - `priority` 'URGENT' | 'HIGH' | 'NORMAL' | 'LOW': Conversation priority.
    - `queueId` string: Id of the queue conversation belongs to.
    - `agentId` string: Id of the agent assigned to the conversation.
    - `createdAt` string, date-time: Time stamp when conversation is created.
    - `updatedAt` string, date-time: Time stamp when conversation is updated.
    - `closedAt` string, date-time: If conversation is closed, time stamp when is closed.
  - `pagination` E89661b226e518f36a162935afcdf1132c95b0e63e9c86c5ef5f31c5a8d865a2Pagination
    - `totalItems` integer
    - `page` integer
    - `limit` integer
    - `orderBy` string

## Other responses

- `400`: Bad request
- `401`: Unauthorized
- `403`: Forbidden
- `404`: Not Found
- `500`: Internal Server Error

---

[API](https://skmtc.dev/infobip/apis/infobip-openapi-specification.md) - [All operations](https://skmtc.dev/infobip/apis/infobip-openapi-specification/llms.txt) - [OpenAPI document](https://skmtc.dev/infobip/apis/infobip-openapi-specification/revisions/9dcbbaf902de?raw)