Move conversation to specified workqueue

Use the Bot v3 API to have a bot move a conversation to a specific workqueue

Details

Make a PUT request to /bots/v3/workqueue to have the bot move a conversation to a specific work queue.

{  
  "type":"workqueue",
  "coordinate":<coordinate-object>,
  "author":{  
    "id":"<network-author-id>",
    "fullName":"<author-name>"
  },
  "comment":"Moved for reasons",
  "newWorkQueue":21,
  "conversationDisplayId":4299,

}

Workqueue payload fields

Field

Description

type

The payload type. Always workqueue.

coordinate

A Coordinate object. This is object contains details about the bot and the message in context. It is used by Khoros Care.

author

An Author object representing the message author on the source channel.

comment

An optional comment about this conversation resolution. Stored as an internal note visible in this case history in Khoros Care.

newWorkQueue

Required. The integer ID of the work queue you wish to move the conversation to. Must be a valid Care workqueue ID. To get work queue ID, use GET /api/v2/workqueues/.

conversationDisplayId

The integer conversation display ID. If present, the ID must match an existing conversation. If absent, we will attempt to match an eligible case based on author and network.

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