tanner.zinck | 2018-08-02 18:27:49 UTC | #1
Our desired workflow for agents working on a preview mode dialer campaign is:
- Agents are notified of a piece of work through the PEF, and our internal CRM presents the details for the client
- The call will then be automatically placed by the dialer via the configurable setting from the admin UI
We don't want the agents to have to manually accept the work. Is there an API endpoint for this? I have done some looking, but couldn't find anything to do with accepting the work automatically.
If anyone could point me in the right direction, that would be greatly appreciated.
tim.smith | 2018-08-02 18:34:35 UTC | #2
In the embeddable framework, you can use Interaction.updateState to answer the preview conversation.
If you're using the API directly, dialer preview conversations present as callbacks, so you can use PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId} to answer it by setting the state to connected.
tanner.zinck | 2018-08-02 19:16:43 UTC | #3
Awesome, thanks for the quick reply Tim! I didn't realize updateState could be used to accept the preview work.
tim.smith | 2018-08-02 19:18:44 UTC | #4
I haven't tested it, but it should work. If it doesn't, post back here and I'll ping the dev team about it. I know the direct API call will work, and I believe that's the same API used by the updateState function.
system | 2018-09-02 19:18:08 UTC | #5
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