Transfer Messaging Sessions to Omni-Channel Queues

Transfer a Bring Your Own Channel for CCaaS Messaging session to a Salesforce queue so that a supervisor can see the transferred Messaging session waiting in the queue. These queue-based routing instructions are for implementations with partner-owned routing (ConversationChannelDefinition.routingOwner is Partner).

When this feature is enabled, all active Omni-Channel queues that are assigned to the Messaging channel appear in the Conversation component Contacts list for reps to select as transfer destinations.

  1. Implement your connector to listen for a routing request event that fires when a rep selects a queue from the Transfer Conversation destination list. The event provides the queue ID of the Omni-Channel queue. The queue can be customer-configured.

  2. Perform the API calls in the order listed to handle routing for transferring a messaging end user to an Omni-Channel queue.

    • Call the Route API (POST /api/v1/route) with routingType set to Transfer. Specify the queueId of the target queue provided by the routing request event.

    • Call the agentWork API (POST /api/v1/agentWork) to create an AgentWork record when the system finds a potential rep in the queue to handle the work item.

    • After routing completes, call the routingResult API (POST /api/v1/routingResult) to notify Salesforce whether the conversation transfer succeeded or failed.

      Your system must process the routing request within 60 seconds. If not processed within that timeframe, Salesforce notes the transfer request as failed and prompts the rep to try transferring again. If your system can’t perform all the API calls within 60 seconds, call the routingResult API as successfully routed before calling the agentWork API.

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