Conversation routing rules
Conversation routing rules
POST Create a routing rule — Creates a routing rule for the current organization. If you omit optional fields, the rule defaults to the round_robin strategy, empty conditions, priority…DELETE Delete a routing rule — Deletes a routing rule from the current organization. Admin access is required, and the deletion is recorded in the audit log.GET List routing rules — Returns routing rules for the current organization in the order they are evaluated.POST Manually trigger routing for a conversation — Runs routing immediately for one conversation in the current organization.GET Preview which operator would be assigned — Returns the routing result for one conversation without changing the actual assignment. Use this to review or debug routing rules before applying them.PUT Toggle a routing rule on or off — Switches a routing rule between enabled and disabled without changing any other fields.PUT Update a routing rule — Updates an existing routing rule in the current organization.Was this page helpful?
Update an SLA policy
Updates an existing SLA policy in the current organization. Admin access is required. The request body is partial, so only fields present in the request body are changed. Access requires an active organization administrator session or an organization API key with the `sla:write` scope. API-key calls also require the automation API module. Data is isolated to the authenticated organization; identifiers from another organization or site are not disclosed.
Create a routing rule
Creates a routing rule for the current organization. If you omit optional fields, the rule defaults to the `round_robin` strategy, empty conditions, priority `0`, and `enabled: true`. Access requires an active organization administrator session or an organization API key with the `routing:write` scope. API-key calls also require the automation API module. Data is isolated to the authenticated organization; identifiers from another organization or site are not disclosed.