Transfer Messaging Sessions to External Contacts

Configure this feature for Bring Your Own Channel for CCaaS to enable Messaging session transfers to external contacts. These instructions are for implementations with partner-owned routing (ConversationChannelDefinition.routingOwner is Partner).

When this feature is enabled, reps can select a contact external to their Salesforce org as a transfer destination. These contacts are listed in the Contacts list under Others.

Implement your connector to listen for a routing request event that fires when a rep selects an external contact from the Transfer Conversation destination list. The event provides the ID of the external contact.
After routing completes, call the routingResult API (POST /api/v1/routingResult) with externallyRouted set to true to notify Salesforce whether the conversation transfer to an external contact 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.
Note

See Also

Dynamically Control Messaging Actions
Salesforce Help: Transfer a Messaging Session
Interaction Service API
GitHub: Interaction Service APIs