Transfer Messaging Sessions to Reps

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

When this feature is enabled, reps can select other reps as transfer destinations.

  1. Implement your connector to listen for a routing request event that fires when a rep selects another rep from the Transfer Conversation destination list. The event provides the agent ID of the rep.

  2. Perform the API calls in the order listed to handle routing for transferring a messaging end user to a rep.

    • Call the agentWork API (POST /api/v1/agentWork) to create an AgentWork record when the system identifies the rep that was requested 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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