Routing

Conversation routing rules

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• 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 0,…
• DELETE Delete a routing rule — Deletes a routing rule from the current project. Admin access is required, and the deletion is recorded in the audit log.
• GET List routing rules — Returns routing rules for the current project in the order they are evaluated.
• POST Manually trigger routing for a conversation — Runs routing immediately for one conversation in the current project. The response shows the selected operator and rule, or explains why no assignment was made.
• 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 project. Only the fields included in the request body are changed, and omitted fields keep their current values.