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Case

Assign the case to an owner agent

Assigns the case to the given owner agent. Requires Admin or Manager permission. The owner agent must belong to the same customer as the case; owner_type is fixed server-side to "agent" and is not accepted from the client.

post/contact_cases/{id}/assign

Path parameters

idstring uuid required
Example:550e8400-e29b-41d4-a716-446655440000

The unique identifier of the case. Returned from the GET /contact_cases response.

Request body

owner_idstring uuid required

The agent ID to assign as the case owner. The agent ID returned from the GET /agents response.

Example request

{
  "owner_id": "2a2ec0ba-8004-11ec-aea5-439829c92a7c"
}

Response

The case after assignment.

idstring uuid

Unique identifier for the case.

customer_idstring uuid

Unique identifier of the associated customer.

reference_typestring

Origin channel type (e.g. "call", "conversation_message").

reference_idstring

The internal VoIPBin resource ID that reference_type points at (the call ID when reference_type is "call", the conversation ID when reference_type is "conversation_message"), set automatically at case creation time. Never a customer- or agent-supplied value. Empty when no such internal resource ID applies.

contact_idstring uuid

The resolved contact this case is attributed to. Nullable until resolved.

owner_typestring

Type of the case owner.

owner_idstring uuid

ID of the case owner.

status'open' | 'closed'

Case lifecycle status.

opened_atstring date-time

Timestamp when the case was opened. Nullable.

closed_atstring date-time

Timestamp when the case was closed. Nullable.

closed_reasonstring

Reason the case was closed (e.g. "agent_closed").

closed_by_typestring

Type of the actor that closed the case (e.g. "agent").

closed_by_idstring uuid

ID of the actor that closed the case. Nullable.

namestring

Optional freeform case name/title, settable only at creation time.

detailstring

Optional freeform case detail, settable only at creation time.

previous_case_idstring uuid

ID of the prior (now-closed) case this case continues from, if any.

tm_createstring date-time

Timestamp when this case was created.

tm_updatestring date-time

Timestamp when this case was last updated.

Example response

{
  "id": "550e8400-e29b-41d4-a716-446655440000",
  "customer_id": "7c4d2f3a-1b8e-4f5c-9a6d-3e2f1a0b4c5d",
  "peer": {
    "type": "tel",
    "target": "+14155551234",
    "target_name": "John Smith",
    "name": "Main Office",
    "detail": "Primary contact number"
  },
  "local": {
    "type": "tel",
    "target": "+14155551234",
    "target_name": "John Smith",
    "name": "Main Office",
    "detail": "Primary contact number"
  },
  "reference_type": "call",
  "reference_id": "1fe1356f-3f7f-4ff9-9d33-08136b38f506",
  "contact_id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "owner_type": "agent",
  "owner_id": "2a2ec0ba-8004-11ec-aea5-439829c92a7c",
  "status": "open",
  "opened_at": "2026-06-01T09:30:00.000000Z",
  "closed_at": "2026-06-02T09:30:00.000000Z",
  "closed_reason": "agent_closed",
  "closed_by_type": "agent",
  "closed_by_id": "2a2ec0ba-8004-11ec-aea5-439829c92a7c",
  "name": "Billing dispute follow-up",
  "detail": "Customer disputes March invoice charges.",
  "previous_case_id": "11111111-0000-0000-0000-000000000001",
  "tm_create": "2026-06-01T09:30:00.000000Z",
  "tm_update": "2026-06-01T09:30:00.000000Z"
}

Changes

Changed in 1 of the 97 revisions of this API.1