Brad_Hoyle1 | 2020-06-22 07:57:27 UTC | #1
I want to set callbacks for a different queue than the agent is receiving the call from, within Salesforce. I can see that there is standard functionality to set a callback from the widget for the current queue however not for a different one.
Problem is we have inbound calls going to Queue 1, then after X minutes going to Queue 2 as an overflow function. The agent on Queue 2 is then trying to set a callback for Queue 1, but can't.
Is there a way to do this through the API, ideally through a salesforce based process building, through something like a Purecloud routing request?
tim.smith | 2020-06-22 16:05:57 UTC | #2
You can use POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks or POST /api/v2/conversations/callbacks depending on which is more appropriate for your use case.
system | 2020-07-23 16:05:57 UTC | #3
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