Clear Routing

Deletes the Pending Service Routing (PSR) record for the specified conversation.

This API doesn’t need to be called for most scenarios; the PSR record is automatically deleted when the call is no longer being routed. However, there are some scenarios, like for missed or abandoned messages when using partner telephony systems (excluding Amazon Connect), where you must explicitly call this API to clear the PSR record.

This API applies to the following product:

  • Bring Your Own Channel for Contact Center as a Service

This API is available in version 62.0 and later.

v1/route

DELETE

Format: Bearer <Salesforce Access Token>
String. Standard header. Used to authenticate the user, where <Salesforce Access Token> is the Salesforce access token used as the bearer token to make requests to the Interaction Service APIs. Required.

Format: application/json
String. Standard header. Format of the request payload. Required for any request that includes a body.

Format: <Salesforce Org ID>
String. Custom header. The Salesforce org. <Salesforce Org ID> is the 15-character Org ID of the Salesforce org. Required.

Format: <UUID>
String. Custom header. Universally Unique Identifier (<UUID>) that references and tracks this request. Required.

Format: <AuthorizationContext>
String. Custom header. Additional information for the request authorization used to authenticate and validate requests against the connected app scopes.

  • For Bring Your Own Channel for CCaaS, set <AuthorizationContext> to the developer name of the ConversationChannelDefinition record. For example, Partner1_ChannelDefinition1. Required.
Property NameTypeDescriptionRequired
cancelReasonenumThe reason why conversation routing was cancelled. Valid values include:
- UNKNOWN (0) - An unknown cancellation reason such as an error.
- UNAVAILABLE (1) - The rep was unavailable.
- DECLINE (2) - The rep declined.
- CANCEL (3) - Generic cancellation reason.		No
conversationIdentifierstringThe unique ID for the conversation channel.Yes