Alexander.Bloch | 2018-08-15 12:36:29 UTC | #1
Hi,
I want to modify the required routing skill and priority of an email conversation in queue, in order to make sure only a certain user can have this conversation assigned. Is there anyway to do this?
The reason for doing this instead of transfer, is to keep the conversation in the same queue in case the transfered to user declines the conversation.
anon39326996 | 2018-08-15 15:39:42 UTC | #2
Is there a reason you are trying to modify skills while the email is already waiting in the queue rather than specifying the skills within an email flow before it's routed to a queue?
Alexander.Bloch | 2018-08-17 07:45:35 UTC | #3
I'm trying to do it from a third party source. The case is when a customer has sent an email, and then called customer service while the email is in queue, the agent should then be able to modify the required skill of that mail to his own personal skill and set the priority top, so only he will get the email, while keeping the email in the same queue.
anon39326996 | 2018-08-17 20:56:55 UTC | #4
For this use case, we plan to offer cherry picking, which would allow agents to do exactly that. The feature is currently not yet in development.
Alexander.Bloch | 2018-08-20 06:43:30 UTC | #5
And it is currently not possible to do through the API as well?
anon39326996 | 2018-08-20 12:34:30 UTC | #6
No, you cannot modify skills today. It's a roadmap feature to allow skills modification on an interaction via API (or UI).
Alexander.Bloch | 2018-08-20 12:45:46 UTC | #7
Alright. Guess i'll have to go the transfer way. Thanks for helping :)
system | 2018-09-20 12:55:46 UTC | #8
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