Conversations

Use this method to get a list of conversations with pagination and filtering option. Using the filter is optional. The result can be filtered by one or many optional filters described in parameters. More info

Use this method to create a new conversation. All conversation parameters are optional. More info

Use this method to get a single conversation. More info

Use this method to update a conversation. Closed conversations cannot be changed. To change an assignment to another agent or a bot, use Change conversation assignment.More info

Use this method to patch a conversation. Closed conversations cannot be changed. To change an assignment to another agent or a bot, use Change conversation assignment.More info

Use this method to add a tag to the conversation. With tag(s) you can categorize conversations for assignment and/or reporting purposes. More info

Use this method to update a conversation assignee. Assignee cannot be updated in closed conversations. For Agent Takeovers (bot replaced by an agent), the Infobip platform will additionally update Answers that a bot is no longer in control of the conversation. More info

Use this method to remove an assigned agent from conversation. More info

Use this method to remove the tag from the conversation. Operation only deletes the link between a tag and the conversation. More info

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.

Use this method to simulate routing for an existing conversation. This method will resolve the routing rule applicable to the current conversation state and return the queue ID and priority that would be applied if the conversation was actually routed at this moment. Closed conversations cannot be routed.

Use this method to get a list of tags with pagination and filtering options. Using a filter is optional. The result can be filtered only by conversation Id so the result list will be tagged for a specific conversation. More info

Use this method to create a new tag. Tags can be assigned to the conversations to categorize them into topics or customer intents. Tags can be created ad hoc over the create tag method or automatically within the journey automation flow when a conversation is transferred to Agents. More info

Use this method to delete the tag. Deleting tag will remove the tag from all associated conversations. This operation cannot be reverted! More info

Use this method to get a list of messages from a conversation with pagination and filtering option. Using a filter is optional. The result can be filtered by one or many optional filters described in the parameters.

Inbound messages are automatically threaded in conversations if the channels and senders are configured for using Conversations. To send an outbound message use this method with the following parameters, adding it to an existing conversation. Please note that the response from sending a TEMPLATE content type is a message of the TEXT content type, containing the template content filled with parameters.

Also, HTTP header should contain parameter "x-agent-id" as agent identifier, but only in case conversations are assigned to agents. More info

Use this endpoint to send an event to a conversation. E.g. indication when typing started or ended.More info

Use this method to get a list of notes from conversation with pagination. More info

Use this method to create a new note. Use notes to notify your team on important matters regarding a conversation with a customer. More info

Use this method to retrieve a note. More info

Use this method to get a list of agents with pagination and filtering options. Using a filter is optional. The result can be filtered by one or many optional filters described in parameters. More info

Use this method to add a new agent. More info

Use this method to get a single agent. More info

Use this method to update an agent. More info

Use this method to get a list of conversations, an agent is assigned on, with pagination.

Use this method to change agents status. More info

Use this method to get a list of queues, agent is assigned on, with pagination. This endpoint is deprecated as of June 29th 2022, meaning no fixes/updates will be provided and no new parameters will be added. The endpoint will be deleted at the end of the year. Instead, use the GET queues endpoint with agentId as a query parameter: /ccaas/1/queues?agentId={agentId}.

Use this method to add an agent to a queue.

Use this method to remove an agent from a queue. Operation only deletes the link between a queue and the agent.

Use this method to set agents heartbeat. More info

Use this method to get a list of queues with pagination and filtering options. Using a filter is optional. The result can be filtered by one or many optional filters described in the parameters. More info

Use this method to create a queue. Queues help manage conversations in a timely manner by organizing the team based on workload and knowledge. More info

Use this method to update the queue. More info

Use this method to delete a queue. More info

Use this method to get a list of agents assigned to queue. This endpoint is deprecated as of July 12th 2022, meaning no fixes/updates will be provided and no new parameters will be added. The endpoint will be deleted at the end of the year. Instead, use the GET agents endpoint with queueId as a query parameter: /ccaas/1/agents?queueIds={queueId}.

Use this method to add an agent to queue. This endpoint is deprecated as of July 14th 2022, meaning no fixes/updates will be provided and no new parameters will be added. The endpoint will be deleted at the end of the year. Instead, use the POST agents/{agentId}/queues endpoint.

Use this method to remove an agent from the queue. This endpoint is deprecated as of July 14th 2022, meaning no fixes/updates will be provided and no new parameters will be added. The endpoint will be deleted at the end of the year. Instead, use the DELETE agents/{agentId}/queues/{queueId} endpoint.

Use this method to get a list of rules within the routing. Pagination is set to single page result with a maximum of 999 items ordered by "order". As rules inside routing are stored, executed and retrieved in provided order with the SET method, that order can't be changed. More info

Create routing method creates a new routing setup if it does not exist or replaces the existing setup. As rules inside routing are stored, executed, and retrieved in the provided order with this method, that order cannot be changed. Every expression within routing can be constructed with at least one or more available operators. The result of the expression will be a success (TRUE) only if all results of operations are TRUE. The query will be executed, one expression after another, in the order they are submitted until new a inbound message first matches the expression. Then the message will be assigned to the matched queue.

The order of rules inside routing is essential for proper routing, as rules match in the provided order. The first rule matching the message will be used. More info

Use this method to delete routing. No parameters are required for this action.

This operation will delete routing with all rules inside, so all new inbound messages destined to routing will be routed to the default queue. More info

Use this method to get bots with pagination. More info

Use this method to create a bot. More info

Use this method to get a bot. More info

Use this method to update a bot. More info

Use this method to delete a bot. All open conversations assigned to a bot will be rerouted. More info

Use this method to retrieve conversation metadata. More info

Use this method to create or update conversation metadata. Method overwrites old metadata. More info

Use this method to delete conversation metadata. More info

Use this method for metadata partial updating. If there is no present metadata, one will be created from request. More info

Use this method to get a list of templates with pagination and filtering options. Using the filter is optional. The result can be filtered by one or many optional filters described in the parameters. Results are ordered by creation in descending order by default, meaning the newest template will be returned first. More info

Use this method to get a single template. More info

Use this method to get a list of forms with pagination and filtering options. Using a filter is optional. The result can be filtered by one or many optional filters described in the parameters.

Use this method to create a form.

Use this method to get a single form.

Use this method to update a form.

Use this method to delete the form.

Use this method to get a list of fields with pagination and filtering options. Using a filter is optional. The result can be filtered by one or many optional filters described in the parameters.

Use this method to create a field.

Use this method to get a single field.

Use this method to update a field.

Use this method to delete the field. Deleting a field will remove associated agent inputs in all non-closed conversations. This operation cannot be reverted!

Use this method to get a list of triggers with pagination and filtering options. Using a filter is optional. The result can be filtered by one or many optional filter described in the parameters.

The create trigger method creates a new trigger at the first order position in the existing setup. Triggers are used to assign proper form to a conversation, based on an expression. Every expression can be constructed with at least one or more available operators. The result of the expression will be a success (TRUE) only if all results of operations are TRUE. Order of triggers is essential in the form assignment process, as triggers are match the provided order. First trigger matching the conversation will be used. More info

Use this method to get a single trigger.

Use this method to update a trigger. Triggers between 'old' and 'new' position will be set automatically ± one position. More info

Use this method to delete a trigger.

Use this method to patch a trigger. Triggers between 'old' and 'new' position will be set automatically ± one position. More info

Use this method to get a conversation form with attached fields and values.

Use this method to create or update field value for a conversation. Method overwrites old dispositions.

Use this method to delete an agent input to a field from a conversation.

Use this method to assign form to a conversation.

Use this method to remove a form from a given conversation. Un-assign is implemented by setting the formId property of the Conversation to null.

This endpoint is deprecated as of March 12, 2025, meaning no fixes or updates will be provided. It will be completely removed on September 12, 2025. Configure the webhooks through the Subscription management section in your Infobip account or the existing Subscriptions management API.

Use this method to retrieve the current agent-specific configuration.

Use this method to create a conversation associated with an outbound call. Expected usage is to trigger this endpoint and then start a call using the RTC SDK callConversations method. The created conversation ID is required when using the callConversations method to trigger an outbound call. Another option is to use the ID of a previously created call conversation. More info.

Use this method to retrieve all waiting strategies. More info.

Use this method to add a new waiting strategy. To upload an audio file and get value for fileDescriptor field, use Upload audio files endpoint. More info.

Use this method to retrieve a waiting strategy by its Id. More info.

Use this method to update a waiting strategy. To upload an audio file and get value for fileDescriptor field, use Upload audio files endpoint. More info.

Use this method to delete a waiting strategy by its Id. More info.

Use this method to retrieve the account recording configuration. More info.

Use this method to create or update an account recording configuration. More info.

Use this method to create an account recording configuration. More info.

Use this method to retrieve agent recording configurations. More info.

Use this method to retrieve the agent recording configuration. More info.

Use this method to create or update an agent recording configuration. More info.

Use this method to create an agent recording configuration. More info.

Use this method to retrieve a pageable list of recording metadata based on parameters.

Use this endpoint to download a call recording using recordingId.

Use this method to retrieve the current account wrap up configuration. Wrap up is the time after a call during which an agent's status is still BUSY. Default wrap up time is 30 seconds. More info.

Use this method to update account wrap up configuration. Wrap up is the time after a call during which an agent's status is still BUSY. Default wrap up time is 30 seconds. More info.

Use this method to create or update agent wrap up configuration.

Use this method to extend the agent wrap up time after a call, by specified number of seconds. Number of seconds should be a positive number. Agent should be in Wrapping status. Wrap up is the time after a call during which an agent's status is still BUSY. More info.

Use this method to clear the agent wrap up time after a call. After that, the agent will no longer have Wrapping status. Wrap up is the time after a call during which an agent's status is still BUSY. More info.

Use this method to transfer a call to another agent. Please note that the targeted agent must be available for the transfer to succeed. The conversation will be assigned to the targeted agent once they answer the call. More info.

This method retrieves a list of all queues and returns them along with their current activity status. The activity status indicates whether or not a queue is currently inside of working hours. The list of queues and their activity can be used to determine which queues are currently able to receive incoming transfer requests. More info.

Use this method to transfer a call to another queue. Please note that the targeted queue must be within working hours and have auto-assignment enabled for the transfer to succeed. The agent selection process will be run, and the conversation will be assigned to the agent who answers the call. More info.

Use this method to transfer the call to an external phone number. Depending on the Transfer to External Number configuration, the Agent can transfer the call to any valid phone number or only to the numbers in the People with the external_number tag. More info.

Use this endpoint to get a Transfer to external number configuration. More info.

Use this endpoint to update an already existing transfer to external number configuration. More info.

Use this endpoint to get a Transfer Strategy. More info.

Use this endpoint to update an already existing Transfer Strategy. More info.

Use this method to put your client on hold. More info.

Use this method to release your client from hold. More info.

Use this endpoint to retrieve multiple hold configurations based on the page number and page size parameters. More info.

Use this endpoint to create a new hold configuration, together with queues it is applied to. More info.

Use this endpoint to get a single hold configuration by its id. More info.

Use this endpoint to update an already existing hold configuration. More info.

Use this endpoint to delete a single, already existing hold configuration by its id. More info.

Use this method to retrieve call timeout configuration.

Use this method to update call timeout configuration. Null field will resolve to default value.

Use this method to remove the custom inbound call timeout configuration.

Use this method to get a list of working hours with pagination and filtering options. Using filter is optional. The result can be filtered by one or many optional filters described in the parameters.

Use this method to create new working hours. An auto-reply message will be sent to the customer when working hours are set and enabled and a new conversation is created outside of working hours, or a holiday is set for the enabled working hours and a new conversation is created during the holiday.

Use this method to get single working hours.

Use this method to update working hours.

Use this method to delete working hours.

Use this method for working hours partial updating.

Use this method to get current status of working hours.

Use this method to create a holiday on working hours. An auto-reply message will be sent to the customer when working hours are set and enabled and a new conversation is created outside of working hours, or a holiday is set for the enabled working hours and a new conversation is created during the holiday. This method will return a full working hours object with a created holiday in it.

Use this method to remove a holiday from working hours.

Use this method to retrieve supported TTS placeholders for specified purpose.

Use this method to retrieve an away audio message by its working hours configuration id.

Use this method to delete an away audio message by its working hours configuration id.

Use this method to submit a new set of data of the given web form. This will create a new conversation with the channel specified in the web form.

Use this method to get an existing web form.

Use this method to update an existing web form.

Use this method to delete an existing web form.

Use this method to patch an existing web form.

Use this method to create a new web form.