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Engagements API
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Introduction
CreateStatusConfig creates a new custom status configuration.
DeleteStatusConfig deletes a custom status configuration.
GetAvailableAgents retrieves all currently available agents.
GetCurrentStatus retrieves an agent's current status.
GetStatistics retrieves agent status statistics.
GetStatusConfig retrieves a specific status configuration.
GetStatusHistory retrieves an agent's status history.
ListStatusConfigs lists all status configurations.
SetAgentStatus sets an agent's current status.
UpdateStatusConfig updates an existing status configuration.
CreateAttachment creates a new attachment.
DeleteAttachment deletes an attachment.
GetAttachment retrieves an attachment by ID.
ListAttachments retrieves attachments for a message.
UpdateAttachment updates an attachment.
CreateChannelConfig creates a new channel configuration.
DeleteChannelConfig removes a channel configuration.
GetChannelConfig retrieves a channel configuration.
GetChannel retrieves a single channel definition.
ListChannelConfigs lists organization's configurations.
ListChannels lists all available messaging platforms.
SyncChannelConfig syncs data with platform.
UpdateChannelConfig updates a channel configuration.
VerifyChannelConfig tests a channel configuration.
AssignEngagement assigns an engagement to an agent.
BulkUpdateEngagements updates multiple engagements.
CloseEngagement closes an engagement with outcome.
CreateEngagement creates a new customer engagement.
DeleteEngagement removes an engagement.
GenerateEngagementSummary triggers AI summary generation.
GetEngagementByExternalId finds engagement by platform ID.
GetEngagementBySource finds engagement by source reference.
GetEngagementTimeline retrieves activity history.
GetEngagement retrieves a single engagement by ID.
ListEngagements retrieves engagements matching filters.
MergeEngagements combines multiple engagements.
ReopenEngagement reopens a closed engagement.
TransferEngagement transfers engagement between agents.
UpdateEngagement modifies an existing engagement.
GetEngagementSettings retrieves current settings.
UpdateEngagementSettings updates settings.
BulkMarkAsRead marks multiple messages as read.
CreateMessage creates a message in an engagement.
DeleteMessage removes a message.
GetMessageByExternalId finds message by platform ID.
GetMessageThread retrieves a message thread.
GetMessage retrieves a single message by ID.
ListMessages retrieves messages for an engagement.
MarkMessageAsRead marks a message as read.
RetryFailedMessage retries delivery of a failed message.
SearchMessages searches message content.
SendMessage creates and sends a message via channel.
UpdateMessage modifies an existing message.
CreateOutcome creates a new outcome.
DeleteOutcome deletes an outcome.
GetOutcome retrieves an outcome by ID.
ListOutcomes lists all outcomes.
UpdateOutcome updates an outcome.
BulkAddParticipants adds multiple participants.
CreateParticipant adds a participant to an engagement.
DeleteParticipant removes a participant record.
GetParticipant retrieves a participant by ID.
ListParticipants retrieves engagement participants.
RemoveParticipant marks a participant as left.
TransferOwnership transfers engagement ownership.
UpdateParticipant updates a participant.
GetAgentCapacity retrieves an agent's capacity.
GetAvailableAgentsForQueue retrieves available agents for a queue.
GetRoutingHistory retrieves routing history for an engagement.
RouteEngagement routes an engagement to an appropriate agent.
UpdateAgentCapacity updates an agent's capacity settings.
AddQueueMember adds a member to a queue.
AddRequiredSkill adds a skill requirement to a queue.
CreateQueue creates a new routing queue.
DeleteQueue deletes a queue.
GetQueueStats retrieves queue statistics.
GetQueue retrieves a queue by ID.
ListQueueMembers lists all members of a queue.
ListQueues lists all queues for an organization.
RemoveQueueMember removes a member from a queue.
RemoveRequiredSkill removes a skill requirement from a queue.
UpdateQueueMember updates a queue member's settings.
UpdateQueue updates a queue.
CreateRule creates a new routing rule.
DeleteRule deletes a rule.
GetRule retrieves a rule by ID.
ListRules lists all rules for an organization.
UpdateRule updates a rule.
AssignSkillToAgent assigns a skill to an agent.
CreateSkill creates a new routing skill.
DeleteSkill deletes a skill.
GetSkill retrieves a skill by ID.
ListAgentSkills lists all skills for an agent.
ListSkills lists all skills for an organization.
RemoveSkillFromAgent removes a skill from an agent.
UpdateAgentSkill updates an agent's skill proficiency.
UpdateSkill updates a skill.
BulkApplyTags applies tags to multiple engagements.
CreateTag creates a new tag.
DeleteTag deletes a tag.
GetPopularTags retrieves most used tags.
GetTag retrieves a tag by ID.
ListTags lists tags.
RemoveTagsFromEngagement removes tags from an engagement.
UpdateTag updates a tag.
CreateTemplate creates a new template.
DeleteTemplate deletes a template.
GetTemplateByShortcut finds a template by its shortcut.
GetTemplate retrieves a template by ID.
ListTemplates lists templates.
RenderTemplate renders a template with variable values.
UpdateTemplate updates a template.
CreateTopic creates a new topic.
DeleteTopic deletes a topic.
GetTopic retrieves a topic by ID.
ListTopics lists topics.
UpdateTopic updates a topic.

GetRule retrieves a rule by ID.

GetRule retrieves a rule by ID.

GET /api/v1/engagements/routing/rules/:id

Errors

NOT_FOUND: Rule does not exist

Request

Responses

200
default

A successful response.

An unexpected error response.

DeleteRule deletes a rule.

ListRules lists all rules for an organization.

Documentation

Getting Started
Authentication
API Reference

API Services

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Voice API
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