Transfer Conversation to Agent or Queue

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Transfer Conversation To a Specific Agent or Queue

To retrieve the recording of a specific call using either the userId or sessionId.To transfer a conversation to a specific agent with the given botSessionId and aId (agentId) or queue using the queueId. Specific messages based on success or failure to transfer conversation are posted to the given callbackUrl. The callbackUrl helps track whether the transfer request succeeds or fails. This enables efficient handling of conversation transfers.

Method	POST
Endpoint	https://{{host}}/agentassist/api/v1/public/{{streamId}}/assign-conversation
Content Type	application/json
Authorization	auth: {{JWT}} See How to generate the JWT Token
API Scope	Routing

Path Parameters

Parameter	Description	Type
host	Environment URL, for example, https://platform.kore.ai	string, required
streamId	botId or streamId. You can get it from the App Settings page.	string, required

Query Parameters

Here is the HTML table converted to Markdown format:

Parameter	Description	Type
callbackUrl	The URL in which message is posted. For example: https://localhost:8009	string, required
orgId	The orgId of the organization. For example: o-fbfa482a-bf65-5386-963e-f00a8cc7xxxx	string, required
aId	The agent ID of the target agent. For example: a-220172c-856e-4db6-a2d1-d4c2dabexxxx	string, required
botSessionId	The session ID of the bot. For example: 653a06c9aae89c5fbb4exxxx	string, required
queueId	The queue ID of the target queue. For example: qu-b5d3bb4-a1ac-4caa-9be6-55a5abc3xxxx	string, required

Sample Requests

Transfer to Agent:

curl --location 'https://{{host}}/agentassist/api/v1/public/{{streamId}}/assign-conversation' \
--header 'auth: <token>' \
--header 'accountid: {{accountId}}' \
--header 'Content-Type: application/json' \
--data '{
"callbackUrl": "https://localhost:8009",
"orgId": "{{orgId}}",
"aId": "{{aId}}",
"botSessionId": "6538f8a3c9cf425ee5cfxxxx"
}'

Transfer to Queue:

curl --location 'https://{{host}}/agentassist/api/v1/public/{{streamId}}/assign-conversation' \
--header 'auth: <token>' \
--header 'accountid: {{accountId}}' \
--header 'Content-Type: application/json' \
--data '{
"callbackUrl": "https://localhost:8009",
"orgId": "{{orgId}}",
"transferredType": "QUEUE",
"queueId": "{{queueId}}",
"botSessionId": "66c2f6939489bfffc791xxxx"
}'

Sample Responses

Transfer to Agent:

{
sessionId: "6538f8a3c9cf425ee5cfxxxx",
agentId: "a-8cd2673-0cb7-462d-9453-0ee60e52xxxx",
status: "transferred",
requestCompletedAt: 1698825180041
}

Transfer to Queue:

{
sessionId: "6538f8a3c9cf425ee5cfxxxx",
queueId: "qu-b5d3bb4-a1ac-4caa-9be6-55a5abc3xxxx",
status: “transferred”,
requestCompletedAt: 1698825180041
}