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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.

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post
/ccaas/1/conversations/{conversationId}/route
Authorizations:
API Key Header
Basic
IBSSO Token Header
OAuth 2
Scopes:
conversations:manage
path Parameters
conversationId
required
string

Id of the conversation being routed.

Responses

200

OK

400

Bad request

401

Unauthorized

403

Forbidden

404

Not Found

500

Internal Server Error

Response samples

Content type
application/json

Successful response

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{
  • "id": "1ddece93-041f-42ac-8e25-d05801dfe358",
  • "topic": "Conversation topic",
  • "summary": "Conversation summary",
  • "status": "OPEN",
  • "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"
}

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