Agent Transfer Integration API

Back to API List Use the Agent Transfer Integration API to enable, update, and reset Agent Integrations for an app. The API supports Custom (Botkit), Kore, Genesys Web Messaging, ServiceNow, and Salesforce MIAW integrations.

Field	Value
Method	`POST` – Enables a new Agent Integration. `PUT` – Updates an existing Agent Integration. `DELETE` – Resets an existing Agent Integration configuration.
Endpoint	`https://{{host}}/api/public/bot/{{botId}}/agentintegrations/chat/{{integration}}`
Content Type	`application/json`
Authorization	`auth: {{JWT}}` See How to generate the JWT Token.
API Scope	`agent_integrations:read` and `agent_integrations:write`

All supported Agent Integrations are chat integrations. Use chat as the integration type in the endpoint.

Path Parameters

Parameter	Required	Description
`botId`	Required	ID of the app. Access it through App Settings → App Profile.
`integration`	Required	Identifier of the Agent Integration to configure. Supported integrations are `custom`, `genesys`, `kore`, `servicenow`, and `salesforce`.

Query Parameters

Parameter	Required	Type	Description
`setAsDefault`	Optional	Boolean	Sets the Agent Integration as the default when set to `true`. Only one Agent Integration can be the default at a time.

Do not use isDefault in the request body.

Body Parameters

For POST and PUT, provide the configuration fields required for the selected Agent Integration.

Parameter	Required	Type	Description
`<integration-specific-fields>`	Conditional	Object	Configuration fields required for the selected Agent Integration.

Sample Request for POST

Use POST to enable an Agent Integration.

curl --location --request POST 'https://{{host}}/api/public/bot/{{botId}}/agentintegrations/chat/{{integration}}' \
--header 'auth: {{jwt-token}}' \
--header 'Content-Type: application/json' \
--data-raw '{
  <integration-specific-fields>
}'

To enable the integration and set it as the default:

curl --location --request POST 'https://{{host}}/api/public/bot/{{botId}}/agentintegrations/chat/{{integration}}?setAsDefault=true' \
--header 'auth: {{jwt-token}}' \
--header 'Content-Type: application/json' \
--data-raw '{
  <integration-specific-fields>
}'

Sample Request for PUT

Use PUT to update an existing Agent Integration. Provide the complete configuration.

curl --location --request PUT 'https://{{host}}/api/public/bot/{{botId}}/agentintegrations/chat/{{integration}}' \
--header 'auth: {{jwt-token}}' \
--header 'Content-Type: application/json' \
--data-raw '{
  <complete-integration-configuration>
}'

Sample Request for DELETE

Use DELETE to reset an Agent Integration.

curl --location --request DELETE 'https://{{host}}/api/public/bot/{{botId}}/agentintegrations/chat/{{integration}}' \
--header 'auth: {{jwt-token}}' \
--header 'Content-Type: application/json'

Request Body Examples

Custom Botkit Use custom as the integration value.

{
  "sdkClientId": "<sdkClientId>",
  "sdkHostUri": "<sdkHostUri>",
  "PIIMaskingDisabledForAgentTransfer": false,
  "connectorEnabled": false
}

Genesys Web Messaging Use genesys as the integration value.

{
  "apiType": "webMessagingAPI",
  "baseURL": "<baseURL>",
  "organizationId": "<organizationId>",
  "deploymentId": "<deploymentId>",
  "queueName": "<queueName>",
  "webSocketURL": "<webSocketURL>",
  "disableEndMessage": false
}

Kore Use kore as the integration value.

{
  "conversationType": "livechat",
  "isAgentAssistRequired": "yes",
  "isAgentAssistSendBtnEnabled": "yes"
}

ServiceNow Use servicenow as the integration value.

{
  "host": "<host>",
  "authType": "basic",
  "userId": "<userId>",
  "password": "<password>",
  "VAApi": false,
  "queueId": "<queueId>"
}

Salesforce Use salesforce as the integration value.

{
  "integrationType": "salesforcemiaw",
  "organizationId": "<organizationId>",
  "liveAgentUrl": "<liveAgentUrl>",
  "esDeveloperName": "<esDeveloperName>"
}

Sample Response for POST

{
  "state": "configured",
  "requiresPublish": true
}

Sample Response for PUT

{
  "state": "configured",
  "requiresPublish": true
}

Sample Response for DELETE

{
  "status": "deleted",
  "integration": "<integration>"
}

​Path Parameters

​Query Parameters

​Body Parameters

​Sample Request for POST

​Sample Request for PUT

​Sample Request for DELETE

​Request Body Examples

​Sample Response for POST

​Sample Response for PUT

​Sample Response for DELETE

Path Parameters

Query Parameters

Body Parameters

Sample Request for POST

Sample Request for PUT

Sample Request for DELETE

Request Body Examples

Sample Response for POST

Sample Response for PUT

Sample Response for DELETE