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Appointments API v2 (Reference) v1.0.0

Appointments API v2 reference.

info

You are viewing REST API documentation. This documentation is auto-generated from a swagger specification which itself is generated from annotations in the source code of the project. It is possible that this documentation includes bugs and that code samples are incomplete or wrong.

Authentication​

  • JWT Bearer token
    • Header: Authorization: Bearer <JWT>. Authentication and authorization using a valid JWT token

Schedule & Manage Appointments​

Retrieve All Appointments with Optional Filtering​

GET /api/v2/appointments/ HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves a paginated list of all available appointments, with the ability to apply filters based on organizer IDs, agent IDs, appointment durations, and date ranges. The use of certain filters, specifically organizerId (deprecated) and agentId, is dependent on the user's role and application settings.

NOTE:

  • When Settings -> Call Scheduling -> Appointments -> "Agents can only view appointments assigned to them" is enabled (default), non-supervisors are restricted to their own user ID. Any agentId or organizerId values are ignored, and results include appointments where the caller is the organizer OR the assigned agent. In this mode, filters are replaced by the caller's authenticated user ID from the access token (JWT).
  • ROLE_SUPERVISOR: Can filter by agentId or (deprecated) organizerId. If agentId is provided, organizerId is ignored.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
applicationIdquerystringfalseUnique application identifier
organizerIdqueryarray[string]falseDeprecated: use AgentIDs.
agentIdqueryarray[string]falseAgentIDs filters appointments by the assigned agent.
durationqueryarray[string]falseSlots filters appointments by their duration.
rangequeryarray[string]falseRange filters appointments within a specified start and end date range.
pageSizequeryinteger(int64)falsePage size - number of items per page.
pageNumberqueryinteger(int64)falsePage number - 1-based page index.
sortOrderquerystringfalseSort order - ascending or descending.
sortFieldquerystringfalseField to use for sorting.
Detailed descriptions​

organizerId: Deprecated: use AgentIDs. OrganizerIDs filters appointments by organizer. It accepts a list of organizer ID values (comma-separated). This filter is applicable only when authorized with ROLE_SUPERVISOR; otherwise, it is ignored. If agentId is provided, organizerId is ignored.

agentId: AgentIDs filters appointments by the assigned agent. Accepts a comma-separated list of agent IDs. For non-supervisors, when the "Agents can only view appointments assigned to them" option is enabled, the provided agentId is ignored and replaced by the caller's authenticated user ID from the access token (JWT).

duration: Slots filters appointments by their duration. It accepts a list of duration values (comma-separated). Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.

range: Range filters appointments within a specified start and end date range. It accepts a range (comma-separated) specified as start and end dates in UTC, in ISO 8601 format.

Enumerated Values​
ParameterValue
sortOrderasc
sortOrderdesc

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneFindAppointmentsResponsePaged
400Bad RequestBadRequest. The request was malformed or missing required query parameters.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointments found matching the criteria.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "content": [
    {
      "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
      "duration": "PT5M0s (5 minutes)",
      "end": "2022-01-31T19:05:00.0Z",
      "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
      "interaction": {
        "acceptedBy": [
          {
            "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
            "timestamp": "2019-08-24T14:15:22Z",
            "type": "CUSTOMER"
          }
        ],
        "customFields": {
          "property1": "string",
          "property2": "string"
        },
        "errorData": {
          "systemMessage": "string",
          "userMessage": "string"
        },
        "initiatedBy": {
          "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
          "timestamp": "2019-08-24T14:15:22Z",
          "type": "CUSTOMER"
        },
        "properties": {
          "property1": "string",
          "property2": "string"
        },
        "routing": {
          "properties": {
            "chatMode": "genesys-cloud",
            "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
          },
          "type": "GENESYS_CLOUD_FLOW"
        },
        "state": "PENDING"
      },
      "locale": "en_US",
      "metadata": {
        "prop1": {}
      },
      "notes": "CRM ref: 3nv-1gt-4rt",
      "notificationHeaders": "{\"x-channel\": widget\"}",
      "notificationsActive": true,
      "organizer": {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "type": "CUSTOMER"
      },
      "participants": [
        {
          "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
          "type": "CUSTOMER"
        },
        {
          "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
          "type": "AGENT"
        }
      ],
      "start": "2022-01-31T19:00:00.0Z",
      "targetAssignment": {
        "id": "string",
        "type": "string"
      },
      "timezone": "Europe/Berlin",
      "title": "Product installation review"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/ \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Schedule a New Appointment​

POST /api/v2/appointments/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Creates a new appointment and returns appointment details. Access details for joining are returned only after activation.

This operation also supports specifying interaction routing information, which enables the explicit setting of a Genesys Widget deployment of choice and accommodates different routing types for customer interactions. Interaction routing is crucial for directing the scheduled appointment through the desired channels and ensuring the optimal engagement experience.

For detailed information on interaction routing and how to configure it in your schedule appointment requests, refer to our comprehensive guide: Interaction routing for Appointments.

NOTE:

  • If interaction.routing.properties.chatMode is omitted, defaults are genesys-web-messaging for Genesys and talkdesk-digital-connect for Talkdesk.
  • Explicit chatMode values are preserved.
  • If application-specific notifications are active and properly configured, relevant notifications are dispatched to inform customers accordingly.

Required authorization: ROLE_AGENT or ROLE_CLIENT_SERVICE

Request body​

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "customers": [
    {
      "contact": {
        "primaryEmail": "user@provider.net",
        "primaryPhone": "2102234988"
      },
      "metadata": {
        "refNo": "CS-9838"
      },
      "name": {
        "firstName": "Bobby",
        "lastName": "Ewing"
      },
      "username": "ewingb@myorg.com"
    }
  ],
  "duration": "\"PT5M\"",
  "interaction": {
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
      "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
    }
  },
  "locale": "\"en-GB\"",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "start": "\"2022-01-31T19:00:00.0Z\"",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "\"Europe/Berlin\"",
  "title": "Product installation review"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyScheduleAppointmentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X POST /api/v2/appointments/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

UpdateAppointment an Existing Appointment​

PUT /api/v2/appointments/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Updates the details of an existing appointment, such as title, notes, metadata, and optional customer profile fields. Customer updates target customer.id when customer data is provided.

NOTE: Sending empty data for any field will overwrite any previously saved information for that field. This behavior is intentional to allow for the clearing of information. Ensure that only fields intended to be updated or cleared are included in the request.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Request body​

{
  "customer": {
    "contact": {
      "primaryEmail": "user@provider.net",
      "primaryPhone": "2102234988"
    },
    "id": "string",
    "metadata": {
      "refNo": "CS-9838"
    },
    "name": {
      "firstName": "Bobby",
      "lastName": "Ewing"
    },
    "username": "ewingb@myorg.com"
  },
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": {
    "property1": "string",
    "property2": "string"
  },
  "title": "Product installation review"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyUpdateAppointmentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Activate an Appointment​

POST /api/v2/appointments/activate/{id} HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Explicitly activates a previously scheduled appointment, making it ready for use. If the appointment is already active, this operation returns the existing room details without creating new resources.

NOTE: Auto-activation is enabled by default for most applications, so explicit activation is usually unnecessary. Use this endpoint only when auto-activation is disabled or when you need to force activation earlier. When activation happens here and invite notifications are configured, ROOM/invite notifications are triggered.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment to be activated.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X POST /api/v2/appointments/activate/{id} \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Schedule a New Appointment as Customer​

POST /api/v2/appointments/basic HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Schedule a new appointment as a customer with OTP verification.

For detailed routing rules, see: Interaction routing for Appointments.

NOTE:

  • If interaction.routing.properties.chatMode is omitted, defaults are genesys-web-messaging for Genesys and talkdesk-digital-connect for Talkdesk.
  • Explicit chatMode values are preserved.
  • If application-specific notifications are active and properly configured, relevant notifications are dispatched to inform customers accordingly.

Required authorization: Basic authentication with OTP Verification

Request body​

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "customers": [
    {
      "contact": {
        "primaryEmail": "user@provider.net",
        "primaryPhone": "2102234988"
      },
      "metadata": {
        "refNo": "CS-9838"
      },
      "name": {
        "firstName": "Bobby",
        "lastName": "Ewing"
      },
      "username": "ewingb@myorg.com"
    }
  ],
  "duration": "\"PT5M\"",
  "interaction": {
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
      "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
    }
  },
  "locale": "\"en-GB\"",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "start": "\"2022-01-31T19:00:00.0Z\"",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "\"Europe/Berlin\"",
  "title": "Product installation review"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyScheduleAppointmentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred while scheduling the appointment.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: None

Code samples​

curl -X POST /api/v2/appointments/basic \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json'

Reassign an Existing Appointment to a New Agent​

PUT /api/v2/appointments/reassign/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Reassigns an existing appointment to a new agent by updating the appointment's owner and associated AGENT participant. This action facilitates the transfer of responsibility for an appointment to another agent, ensuring continuity of whsvc and management.

NOTE: This operation will replace the current owner (organizer) and any associated AGENT participants with the new AGENT specified in the request. If the appointment is reassigned to the same agent already assigned, no changes will be made.

Required authorization: ROLE_SUPERVISOR

Request body​

{
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "userId": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyReassignAppointmentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBadRequest. The request was malformed, missing required fields, or the specified agent ID was invalid.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment or agent could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/reassign/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Reschedule an Existing Appointment​

PUT /api/v2/appointments/reschedule/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Modifies the schedule of an existing appointment by adjusting its start time, duration, and time zone. This operation is designed to accommodate changes in availability or scheduling preferences.

NOTE:

  • If the appointment is already active, access details are updated to reflect the new schedule. The access URL does not change.
  • If application-specific notifications are active and properly configured, relevant notifications will be dispatched to inform customers accordingly.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Request body​

{
  "duration": "\"PT5M\"",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "locale": "\"en-GB\"",
  "start": "\"2022-01-31T19:00:00.0Z\"",
  "timezone": "\"Europe/Berlin\""
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyRescheduleAppointmentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBadRequest. The request was malformed, missing required fields, or specified an invalid schedule.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/reschedule/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

DeleteAppointment an Appointment​

DELETE /api/v2/appointments/{id} HTTP/1.1

Base paths: /api/v2/appointments

Deletes an existing appointment identified by its unique ID. This action permanently removes the appointment from the system, along with any associated participant and scheduling information. If application-specific notifications are active and configured correctly, relevant notifications will be sent to inform involved participants about the cancellation.

IMPORTANT: Deletion is irreversible. It is advisable to confirm the deletion intent and ensure that application-specific notifications are set up correctly to alert participants of the appointment's cancellation.

NOTE: If application-specific notifications are active and properly configured, relevant notifications will be dispatched to inform customers.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId specifies the unique identifier of the appointment to delete.

Responses​

Overview​
StatusMeaningDescriptionSchema
204No ContentNoContent. Successful deletion of the appointment. No additional content is returned, but relevant notifications may be dispatched if configured.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden for the user's role.None
404Not FoundStatusNotFound. The specified appointment could not be found, indicating that it may already have been deleted or never existed.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X DELETE /api/v2/appointments/{id} \
  -H 'Authorization: Bearer <JWT>'

Retrieve an Appointment by ID​

GET /api/v2/appointments/{id} HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves detailed information about an existing appointment using its unique identifier. This endpoint enables users with appropriate roles to access appointment details, ensuring efficient management and coordination.

NOTE:

  • Accessing this endpoint with ROLE_CUSTOMER requires verification of the 'conferenceId' provided in the JWT token, ensuring that customers can only access appointments relevant to them.
  • Access details are only returned for appointments that have been activated.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, ROLE_CUSTOMER, or ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueUnique appointment identifier

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/{id} \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Search & Eligibility​

Retrieve the Number of Scheduled Appointments within a Specified Time Frame​

GET /api/v2/appointments/count?applicationId=bf8215e5-a39e-490a-a0e2-07df6a3d8c1f&organizationId=mypurecloud.de_9da4d7e6-38c4-4a90-be39-0942f9843645&start=%222022-01-31T19%3A00%3A00.0Z%22&timeFrame=%22PT10H%22 HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

This endpoint returns a count of distinct appointments based on the application identifier, start time, and timeframe provided in the query parameters. It is useful for obtaining quick analytics on appointment scheduling volumes within specific intervals. No authorization is required to access this endpoint.

Parameters​

ParameterInTypeRequiredDescription
applicationIdquerystringtrueUnique application identifier
organizationIdquerystringtrueUnique organization identifier
startquerystring(date-time)trueStartTime is the UTC start date and time for counting appointments.
timeFramequerystring(duration)trueTimeFrame for searching scheduled appointments relative to each start date.
Detailed descriptions​

timeFrame: TimeFrame for searching scheduled appointments relative to each start date. Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneInline
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Response Schema​

Status Code 200

NameTypeRequiredRestrictionsDescription
anonymous[AppointmentCountResponse]falsenonenone
» countinteger(int64)falsenoneCount represents the number of appointments scheduled within the specified duration.
» durationstringfalsenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
» endstring(date-time)falsenoneEndTime is the scheduled end date and time of the appointment in UTC.
» startstring(date-time)falsenoneStartTime is the scheduled start date and time of the appointment in UTC.
» timezonestringfalsenoneTimeZone specifies the local time zone of the appointment.
Examples​

200 Response

[
  {
    "count": 2,
    "duration": "PT5M0s (5 minutes)",
    "end": "2022-01-31T19:05:00.0Z",
    "start": "2022-01-31T19:00:00.0Z",
    "timezone": "Europe/Berlin"
  }
]
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/count?applicationId=bf8215e5-a39e-490a-a0e2-07df6a3d8c1f&organizationId=mypurecloud.de_9da4d7e6-38c4-4a90-be39-0942f9843645&start=%222022-01-31T19%3A00%3A00.0Z%22&timeFrame=%22PT10H%22 \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

DEPRECATED: Find Appointments Eligible for Activation​

GET /api/v2/appointments/eligible HTTP/1.1

Base paths: /api/v2/appointments

[DEPRECATED] This endpoint has been deprecated as appointment activations no longer have time constraints. Previously, it was used to find all scheduled appointments eligible for activation within a specified timeframe, with eligibility calculated relative to the appointment start date.

NOTE: All scheduled appointments not previously activated explicitly or via the "Automatically activate an appointment" option are now considered eligible for activation at any time, removing the need for time-based eligibility checks. This change is designed to simplify the activation process and enhance flexibility in managing appointments.

Required authorization: ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
timeFramequerystring(duration)falseTimeFrame specifies the duration to search for eligible appointments from the start date.
Detailed descriptions​

timeFrame: TimeFrame specifies the duration to search for eligible appointments from the start date. Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneNone
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Response Headers​
StatusHeaderTypeFormatDescription
200FindAllAppointmentsEligibleForActivationResponsearrayThe body of the response contains an array of appointments eligible for activation.
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/eligible \
  -H 'Authorization: Bearer <JWT>'

Get Count of Overlapping Appointments​

GET /api/v2/appointments/overlap/count?applicationId=bf8215e5-a39e-490a-a0e2-07df6a3d8c1f&organizationId=mypurecloud.de_9da4d7e6-38c4-4a90-be39-0942f9843645&start=%222022-01-31T19%3A00%3A00.0Z%22&duration=%22PT5M%22 HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves the number of overlapping appointments for a given application, based on specified start time and duration. An overlapping appointment is defined as any existing appointment, SCHEDULED or ACTIVATED, that intersects with the provided time range, considering both the start time and duration.

NOTE: Overlapping is evaluated based on the start time and duration you provide, identifying any appointments that would conflict within the specified timeframe. Useful for identifying potential scheduling conflicts in advance.

Required authorization: This endpoint does not require authorization.

Parameters​

ParameterInTypeRequiredDescription
applicationIdquerystringtrueUnique application identifier
organizationIdquerystringtrueUnique organization identifier
startquerystring(date-time)trueStartTime is the UTC start date and time for checking overlaps.
durationquerystring(duration)trueDuration of the appointment to check for overlaps.
Detailed descriptions​

duration: Duration of the appointment to check for overlaps. Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentOverlapResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
500Internal Server ErrorInternalServerErrorResponse. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "count": 0
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/overlap/count?applicationId=bf8215e5-a39e-490a-a0e2-07df6a3d8c1f&organizationId=mypurecloud.de_9da4d7e6-38c4-4a90-be39-0942f9843645&start=%222022-01-31T19%3A00%3A00.0Z%22&duration=%22PT5M%22 \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Participants​

Add an Agent as a Participant to an Existing Appointment​

POST /api/v2/appointments/participants/agents/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Adds a participant of type AGENT to an existing appointment, enhancing the appointment's collaboration and handling capabilities. This operation is intended for roles with scheduling or supervisory responsibilities to dynamically adjust the agent lineup as needed.

NOTE: Attempting to add an agent who is already a participant in the given appointment will result in a 'StatusConflict' error, indicating that the agent's participation has already been established.

Required authorization: ROLE_AGENT or ROLE_SUPERVISOR

Request body​

{
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "userId": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyAddParticipantAgentRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneParticipantDetails
400Bad RequestBadRequest. The request was malformed, missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment or agent could not be found.None
409ConflictStatusConflict. The specified agent is already a participant of the appointment.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "expiresAt": "2019-08-24T14:15:22Z",
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER",
  "username": "ewingb@myorg.com"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X POST /api/v2/appointments/participants/agents/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Add a Customer as a Participant to an Existing Appointment​

POST /api/v2/appointments/participants/customers/ HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Adds a participant of type CUSTOMER to an existing appointment. This action allows for the inclusion of customers in the appointment scheduling system, facilitating direct engagement and interaction within the scheduled activities.

This operation is designed to enable roles with customer interaction responsibilities, such as agents or supervisors, to include customers in appointments, ensuring that all relevant parties are integrated into the appointment's planning and execution.

Required authorization: ROLE_AGENT or ROLE_SUPERVISOR

Request body​

{
  "customer": {
    "contact": {
      "primaryEmail": "user@provider.net",
      "primaryPhone": "2102234988"
    },
    "metadata": {
      "refNo": "CS-9838"
    },
    "name": {
      "firstName": "Bobby",
      "lastName": "Ewing"
    },
    "username": "ewingb@myorg.com"
  },
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c"
}

Parameters​

ParameterInTypeRequiredDescription
bodybodyAddParticipantCustomerRequestfalsenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneParticipantDetails
400Bad RequestBadRequest. The request was malformed, missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment or customer could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "expiresAt": "2019-08-24T14:15:22Z",
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER",
  "username": "ewingb@myorg.com"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X POST /api/v2/appointments/participants/customers/ \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

DeleteAppointment a Participant from an Appointment​

DELETE /api/v2/appointments/{id}/participants/{participantId} HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Removes a specific participant from an existing appointment by their unique identifier. This action allows for the adjustment of the participant list, ensuring that only relevant users are included in the appointment.

Required authorization: ROLE_AGENT or ROLE_SUPERVISOR

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId specifies the unique identifier of the appointment from which a Participant will be deleted.
participantIdpathstringtrueParticipantId specifies the unique identifier of the Participant to delete.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. The specified appointment or participant could not be found.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred, preventing the successful processing of the request.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X DELETE /api/v2/appointments/{id}/participants/{participantId} \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Get Participant Details​

GET /api/v2/appointments/{id}/participants/{participantId} HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves the details of a specific participant belonging to an existing appointment. The accessibility of participant details varies based on the user's role.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR or ROLE_CUSTOMER

NOTE:

  • ROLE_CUSTOMER: Authorized to retrieve details of participants with type CUSTOMER only. Attempting to retrieve details of a participant type CUSTOMER after an appointment has expired may result in a 'StatusNotFound' error.
  • When accessing with ROLE_CUSTOMER, the relevant 'conferenceId' from the JWT token will also be verified.

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId specifies the unique identifier of the appointment.
participantIdpathstringtrueParticipantId specifies the unique identifier of the Participant.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneParticipantDetails
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No participant details found matching the criteria.None
500Internal Server ErrorInternalServerError. An unexpected error occurred while retrieving participant details.None
Examples​

200 Response

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "expiresAt": "2019-08-24T14:15:22Z",
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER",
  "username": "ewingb@myorg.com"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/{id}/participants/{participantId} \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Update Customer Participant Details​

PUT /api/v2/appointments/{id}/participants/{participantId} HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Updates customer personal details for an existing participant.

Required authorization: ROLE_AGENT or ROLE_SUPERVISOR

Request body​

{
  "customer": {
    "contact": {
      "primaryEmail": "user@provider.net",
      "primaryPhone": "2102234988"
    },
    "metadata": {
      "refNo": "CS-9838"
    },
    "name": {
      "firstName": "Bobby",
      "lastName": "Ewing"
    },
    "username": "ewingb@myorg.com"
  }
}

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId specifies the unique identifier of the appointment.
participantIdpathstringtrueParticipantId specifies the unique identifier of the Participant.
bodybodyobjecttrueCustomer details to update
» customerbodyCustomerDetailsfalsenone
»» contactbodyContactfalsenone
»»» primaryEmailbodystringfalsePrimaryEmail is the primary contact email address of the user.
»»» primaryPhonebodystringfalsePrimaryPhone is the primary contact telephone number of the user.
»» metadatabodyobjectfalseMetadata holds unstructured additional information that might be useful.
»»» additionalPropertiesbodyanyfalsenone
»» namebodyNamefalsenone
»»» firstNamebodystringfalseFirstName is the first name of the user.
»»» lastNamebodystringfalseLastName is the last name of the user.
»» usernamebodystringfalseUsername of the user.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneParticipantDetails
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment or participant found matching the criteria.None
500Internal Server ErrorInternalServerError. An unexpected error occurred while updating participant details.None
Examples​

200 Response

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "expiresAt": "2019-08-24T14:15:22Z",
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER",
  "username": "ewingb@myorg.com"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/{id}/participants/{participantId} \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

UpdateAppointment Participant state​

PUT /api/v2/appointments/{id}/participants/{participantId}/state HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Updates the state of a specific participant belonging to an existing appointment. The new state is provided in query parameter status.

Required authorization: ROLE_AGENT, ROLE_SUPERVISOR or ROLE_CUSTOMER

NOTE:

  • ROLE_CUSTOMER: Authorized to update the state of participants with type CUSTOMER only. Attempting to update the state of a participant type CUSTOMER after an appointment has expired may result in a 'StatusNotFound' error.
  • When accessing with ROLE_CUSTOMER, the relevant 'conferenceId' from the JWT token will also be verified.

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId specifies the unique identifier of the appointment.
participantIdpathstringtrueParticipantId specifies the unique identifier of the Participant.
statusquerystringfalsestatus specifies the new state of the Participant.
Detailed descriptions​

status: status specifies the new state of the Participant. Possible values are: "WAITING", "JOINED", "LEFT".

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment or participant found matching the criteria.None
500Internal Server ErrorInternalServerError. An unexpected error occurred while updating participant state.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/{id}/participants/{participantId}/state \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Interaction Lifecycle & Routing​

Accept appointment interaction​

PUT /api/v2/appointments/{id}/accept HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Marks the appointment interaction as accepted by the specified participant. Required authorization: ROLE_AGENT

Request body​

{
  "participantId": "c59a1ee2-e71d-4370-9ac8-26de220104db"
}

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.
bodybodyparticipantIDRequestBodytruenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment found matching the specified id.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred while updating interaction state.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/{id}/accept \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Mark appointment interaction as failed​

PUT /api/v2/appointments/{id}/failed HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Marks the appointment interaction as failed and captures the interaction error details. Required authorization: ROLE_AGENT or ROLE_CUSTOMER

Request body​

{
  "systemMessage": "string",
  "userMessage": "string"
}

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.
bodybodyinteractionErrorRequestBodytruenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment found matching the specified id.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred while updating interaction state.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/{id}/failed \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Retrieve appointment interaction details​

GET /api/v2/appointments/{id}/interaction HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Returns the current interaction metadata for an appointment. Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneInteractionResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment found matching the specified id.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred while retrieving interaction details.None
Examples​

200 Response

{
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "properties": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": {
      "chatMode": "genesys-cloud",
      "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
    },
    "type": "GENESYS_CLOUD_FLOW"
  },
  "state": "PENDING"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/{id}/interaction \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Update appointment interaction details​

PUT /api/v2/appointments/{id}/interaction HTTP/1.1
Content-Type: application/json
Accept: application/json

Base paths: /api/v2/appointments

Updates the interaction metadata for an appointment, including routing configuration and channel context. Required authorization: ROLE_AGENT, ROLE_SUPERVISOR, or ROLE_CLIENT_SERVICE

Request body​

{
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
    "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
  }
}

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.
bodybodyUpdateInteractionBodytruenone

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneAppointmentResponse
400Bad RequestBad request. The request was malformed or missing required fields.None
401UnauthorizedUnauthorized. Authorization information is missing or invalid.None
403ForbiddenForbidden. Access to the requested resource or operation is forbidden.None
404Not FoundStatusNotFound. No appointment found matching the specified id.None
500Internal Server ErrorInternal Server Error. An unexpected error occurred while updating interaction details.None
Examples​

200 Response

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X PUT /api/v2/appointments/{id}/interaction \
  -H 'Content-Type: application/json' \  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Appointment Notifications (Per Appointment)​

Get Appointment Notification History​

GET /api/v2/appointments/{id}/notifications HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves notification statuses for a specific appointment. Supports paging through query parameters. Agent authorization follows Settings -> Call Scheduling -> Appointments -> "Agents can only view appointments assigned to them" (enabled by default): strict organizer/assigned access when enabled, tenant-wide agent access when disabled.

Field notes: scheduledFor: present only for scheduled notification types (ROOM, REMINDER, FOLLOW_UP) and represents the planned delivery time; omitted for event-style types where not applicable. nextRetryAt: present when an automatic retry is scheduled; omitted otherwise. nextPollAt: present while provider status polling is in progress (e.g. PENDING or SUBMITTED states); omitted for terminal states.

Required authorization: ROLE_SUPERVISOR or ROLE_AGENT

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.
pageSizequeryinteger(int64)falsePage size - number of items per page
pageNumberqueryinteger(int64)falsePage number - 1-based page index
sortOrderquerystringfalseSort order - ascending or descending
sortFieldquerystringfalseField to use for sorting
typequeryarray[string]falseTypes filters the notification types.
channelqueryarray[string]falseChannels filters the notification channels.
statusqueryarray[string]falseStatuses filters the notification statuses.
Detailed descriptions​

type: Types filters the notification types. Possible values: CREATE, UPDATE, RESCHEDULE, REASSIGN, ROOM, REMINDER, CANCELLED, FOLLOW_UP, IN_PROGRESS, COMPLETED, FAILED, NO_SHOW, PARTICIPANT_ADDED, PARTICIPANT_REMOVED, PARTICIPANT_UPDATED, INTERACTION_UPDATED. Accepts repeated query params (recommended) or comma-separated values.

channel: Channels filters the notification channels. Possible values: EMAIL, SMS, WEBHOOKS. Values are case-insensitive. Accepts repeated query params (recommended) or comma-separated values.

status: Statuses filters the notification statuses. Possible values: DELIVERED, FAILED, INITIALIZED, PENDING, CANCELLED. Values are case-insensitive. Accepts repeated query params (recommended) or comma-separated values.

Enumerated Values​
ParameterValue
sortOrderasc
sortOrderdesc

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneListAppointmentNotificationsResponsePaged
400Bad RequestBad request.None
401UnauthorizedUnauthorized.None
403ForbiddenForbidden.None
404Not FoundStatusNotFound.None
500Internal Server ErrorInternal Server Error.None
Examples​

200 Response

{
  "content": [
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "canRetry": true,
      "channel": "EMAIL",
      "createdAt": "2024-06-01T09:00:00Z",
      "id": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
      "message": "Queued for delivery",
      "nextPollAt": "2024-06-01T09:01:30Z",
      "nextRetryAt": "2024-06-01T09:02:00Z",
      "offset": "PT30M",
      "providerStatus": "QUEUED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 1,
      "scheduledFor": "2024-06-01T08:30:00Z",
      "status": "PENDING",
      "type": "REMINDER",
      "updatedAt": "2024-06-01T09:01:00Z"
    },
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "canRetry": false,
      "channel": "SMS",
      "createdAt": "2024-06-01T08:59:00Z",
      "id": "a1b2c3d4-1111-2222-3333-444455556666",
      "message": "Delivered",
      "providerStatus": "DELIVERED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 0,
      "status": "DELIVERED",
      "type": "CREATE",
      "updatedAt": "2024-06-01T09:00:05Z"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/{id}/notifications \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Get Appointment Notification Events​

GET /api/v2/appointments/{id}/notifications/events HTTP/1.1
Accept: application/json

Base paths: /api/v2/appointments

Retrieves notification events for a specific appointment. Supports paging through query parameters. Agent authorization follows Settings -> Call Scheduling -> Appointments -> "Agents can only view appointments assigned to them" (enabled by default): strict organizer/assigned access when enabled, tenant-wide agent access when disabled.

Field notes: scheduledFor: present only for scheduled notification types (ROOM, REMINDER, FOLLOW_UP) and represents the planned delivery time; omitted for event-style types where not applicable. nextPollAt: present while provider status polling is in progress; omitted for terminal states.

Required authorization: ROLE_SUPERVISOR or ROLE_AGENT

Parameters​

ParameterInTypeRequiredDescription
idpathstringtrueId is the unique identifier of the appointment.
pageSizequeryinteger(int64)falsePage size - number of items per page
pageNumberqueryinteger(int64)falsePage number - 1-based page index
sortOrderquerystringfalseSort order - ascending or descending
sortFieldquerystringfalseField to use for sorting
typequeryarray[string]falseTypes filters the notification types.
channelqueryarray[string]falseChannels filters the notification channels.
statusqueryarray[string]falseStatuses filters the notification statuses.
statusIdqueryarray[string]falseStatusIDs filters notification events to the given notification status identifiers.
Detailed descriptions​

type: Types filters the notification types. Possible values: CREATE, UPDATE, RESCHEDULE, REASSIGN, ROOM, REMINDER, CANCELLED, FOLLOW_UP, IN_PROGRESS, COMPLETED, FAILED, NO_SHOW, PARTICIPANT_ADDED, PARTICIPANT_REMOVED, PARTICIPANT_UPDATED, INTERACTION_UPDATED. Accepts repeated query params (recommended) or comma-separated values.

channel: Channels filters the notification channels. Possible values: EMAIL, SMS, WEBHOOKS. Values are case-insensitive. Accepts repeated query params (recommended) or comma-separated values.

status: Statuses filters the notification statuses. Possible values: DELIVERED, FAILED, INITIALIZED, PENDING, CANCELLED. Values are case-insensitive.

statusId: StatusIDs filters notification events to the given notification status identifiers. Accepts repeated query params (recommended) or comma-separated values.

Enumerated Values​
ParameterValue
sortOrderasc
sortOrderdesc

Responses​

Overview​
StatusMeaningDescriptionSchema
200OKnoneListAppointmentNotificationEventsResponsePaged
400Bad RequestBad request.None
401UnauthorizedUnauthorized.None
403ForbiddenForbidden.None
404Not FoundStatusNotFound.None
500Internal Server ErrorInternal Server Error.None
Examples​

200 Response

{
  "content": [
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "channel": "EMAIL",
      "conversationId": "conv-3d2f4a",
      "id": "7c3b1ad6-2e55-4c8f-9f2d-8ca9e78f1a0e",
      "message": "Queued for delivery",
      "messageId": "msg-07f1e",
      "nextPollAt": "2024-06-01T09:01:30Z",
      "offset": "PT30M",
      "pollAttempts": 1,
      "providerStatus": "QUEUED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 1,
      "scheduledFor": "2024-06-01T08:30:00Z",
      "status": "PENDING",
      "statusId": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
      "timestamp": "2024-06-01T09:00:30Z",
      "type": "REMINDER"
    },
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "channel": "SMS",
      "conversationId": "conv-3d2f4a",
      "id": "0e8f7d6c-aaaa-bbbb-cccc-ddddeeeeffff",
      "message": "Delivered",
      "messageId": "msg-07f1e",
      "pollAttempts": 0,
      "providerStatus": "DELIVERED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 0,
      "status": "DELIVERED",
      "statusId": "a1b2c3d4-1111-2222-3333-444455556666",
      "timestamp": "2024-06-01T09:00:05Z",
      "type": "CREATE"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}
caution

To perform this operation, you must be authenticated by means of one of the following methods: jwtBearerToken

Code samples​

curl -X GET /api/v2/appointments/{id}/notifications/events \
  -H 'Accept: application/json' \  -H 'Authorization: Bearer <JWT>'

Schemas​

AddParticipantAgentRequest​

{
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "userId": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4"
}

Properties​

NameTypeRequiredRestrictionsDescription
idstringtruenoneId is the unique identifier of the appointment.
in: path
userIdstringtruenoneAgentId is the unique identifier of the user (agent) to be added to the appointment.

AddParticipantCustomerRequest​

{
  "customer": {
    "contact": {
      "primaryEmail": "user@provider.net",
      "primaryPhone": "2102234988"
    },
    "metadata": {
      "refNo": "CS-9838"
    },
    "name": {
      "firstName": "Bobby",
      "lastName": "Ewing"
    },
    "username": "ewingb@myorg.com"
  },
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c"
}

Properties​

NameTypeRequiredRestrictionsDescription
customerCustomerDetailstruenonenone
idstringtruenoneId is the unique identifier of the appointment.
in: path

Appointment​

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}

Properties​

NameTypeRequiredRestrictionsDescription
applicationIdstringtruenoneUnique application identifier
durationstringfalsenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
endstring(date-time)falsenoneEndTime is the scheduled end date and time of the appointment in UTC.
idstringfalsenoneUnique identifier of the appointment
interactionInteractionDatafalsenonenone
localestringfalsenoneLocale used for customer notifications.
metadataobjectfalsenoneAny additional information that might be of use.
» additionalPropertiesanyfalsenonenone
notesstringfalsenoneAdditional notes
notificationHeadersobjectfalsenoneNotificationHeaders propagated to all applicable notifications i.e. webhook notifications
» additionalPropertiesstringfalsenonenone
notificationsActivebooleanfalsenoneNotificationsActive indicates whether notifications for this appointment are active.
organizerOrganizerfalsenonenone
participants[Participant]falsenoneParticipants lists all participants of this appointment.
startstring(date-time)falsenoneStartTime is the scheduled start date and time of the appointment in UTC.
targetAssignmentTargetAssignmentfalsenonenone
timezonestringfalsenoneTimeZone specifies the local time zone of the appointment.
titlestringfalsenoneAppointment title

AppointmentCountResponse​

{
  "count": 2,
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "start": "2022-01-31T19:00:00.0Z",
  "timezone": "Europe/Berlin"
}

Properties​

NameTypeRequiredRestrictionsDescription
countinteger(int64)falsenoneCount represents the number of appointments scheduled within the specified duration.
durationstringfalsenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
endstring(date-time)falsenoneEndTime is the scheduled end date and time of the appointment in UTC.
startstring(date-time)falsenoneStartTime is the scheduled start date and time of the appointment in UTC.
timezonestringfalsenoneTimeZone specifies the local time zone of the appointment.

AppointmentOverlapResponse​

{
  "count": 0
}

Properties​

NameTypeRequiredRestrictionsDescription
countinteger(int64)falsenonenone

AppointmentResponse​

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "duration": "PT5M0s (5 minutes)",
  "end": "2022-01-31T19:05:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "interaction": {
    "acceptedBy": [
      {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "timestamp": "2019-08-24T14:15:22Z",
        "type": "CUSTOMER"
      }
    ],
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "errorData": {
      "systemMessage": "string",
      "userMessage": "string"
    },
    "initiatedBy": {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    },
    "properties": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": {
        "chatMode": "genesys-cloud",
        "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
      },
      "type": "GENESYS_CLOUD_FLOW"
    },
    "state": "PENDING"
  },
  "locale": "en_US",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "notificationsActive": true,
  "organizer": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "type": "CUSTOMER"
  },
  "participants": [
    {
      "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
      "type": "CUSTOMER"
    },
    {
      "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
      "type": "AGENT"
    }
  ],
  "secureToken": "string",
  "start": "2022-01-31T19:00:00.0Z",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "Europe/Berlin",
  "title": "Product installation review"
}

Properties​

NameTypeRequiredRestrictionsDescription
applicationIdstringtruenoneUnique application identifier
durationstringfalsenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
endstring(date-time)falsenoneEndTime is the scheduled end date and time of the appointment in UTC.
idstringfalsenoneUnique identifier of the appointment
interactionInteractionDatafalsenonenone
localestringfalsenoneLocale used for customer notifications.
metadataobjectfalsenoneAny additional information that might be of use.
» additionalPropertiesanyfalsenonenone
notesstringfalsenoneAdditional notes
notificationHeadersobjectfalsenoneNotificationHeaders propagated to all applicable notifications i.e. webhook notifications
» additionalPropertiesstringfalsenonenone
notificationsActivebooleanfalsenoneNotificationsActive indicates whether notifications for this appointment are active.
organizerOrganizerfalsenonenone
participants[Participant]falsenoneParticipants lists all participants of this appointment.
secureTokenstringfalsenoneSecureToken is an HMAC-SHA256 token derived from the appointment's master key.
It is included only for authorised requests.
startstring(date-time)falsenoneStartTime is the scheduled start date and time of the appointment in UTC.
targetAssignmentTargetAssignmentfalsenonenone
timezonestringfalsenoneTimeZone specifies the local time zone of the appointment.
titlestringfalsenoneAppointment title

AssignmentTargetType​

"string"

AssignmentTargetType defines the destination of an appointment.

Properties​

NameTypeRequiredRestrictionsDescription
AssignmentTargetType defines the destination of an appointment.stringfalsenonenone

Contact​

{
  "primaryEmail": "user@provider.net",
  "primaryPhone": "2102234988"
}

Properties​

NameTypeRequiredRestrictionsDescription
primaryEmailstringfalsenonePrimaryEmail is the primary contact email address of the user.
primaryPhonestringfalsenonePrimaryPhone is the primary contact telephone number of the user.

CustomerDetails​

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "username": "ewingb@myorg.com"
}

Properties​

NameTypeRequiredRestrictionsDescription
contactContactfalsenonenone
metadataobjectfalsenoneMetadata holds unstructured additional information that might be useful.
» additionalPropertiesanyfalsenonenone
nameNamefalsenonenone
usernamestringfalsenoneUsername of the user.

CustomerDetailsRequest​

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "id": "string",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "username": "ewingb@myorg.com"
}

Properties​

NameTypeRequiredRestrictionsDescription
contactContactfalsenonenone
idstringfalsenoneId specifies the unique identifier of the customer participant to update.
metadataobjectfalsenoneMetadata holds unstructured additional information that might be useful.
» additionalPropertiesanyfalsenonenone
nameNamefalsenonenone
usernamestringfalsenoneUsername of the user.

FindAppointmentsEligibleResponse​

{
  "eligibleFrom": "2022-01-31T19:00:00.0Z",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "start": "2022-01-31T19:00:00.0Z",
  "timezone": "Europe/Berlin"
}

Properties​

NameTypeRequiredRestrictionsDescription
eligibleFromstring(date-time)falsenoneEligibleFrom is the UTC date and time from which the appointment is eligible for activation.
idstringfalsenoneUnique identifier of the appointment
startstring(date-time)falsenoneStartTime is the scheduled start date and time in UTC for the appointment.
timezonestringfalsenoneTimeZone specifies the local time zone for the appointment.

FindAppointmentsResponsePaged​

{
  "content": [
    {
      "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
      "duration": "PT5M0s (5 minutes)",
      "end": "2022-01-31T19:05:00.0Z",
      "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
      "interaction": {
        "acceptedBy": [
          {
            "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
            "timestamp": "2019-08-24T14:15:22Z",
            "type": "CUSTOMER"
          }
        ],
        "customFields": {
          "property1": "string",
          "property2": "string"
        },
        "errorData": {
          "systemMessage": "string",
          "userMessage": "string"
        },
        "initiatedBy": {
          "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
          "timestamp": "2019-08-24T14:15:22Z",
          "type": "CUSTOMER"
        },
        "properties": {
          "property1": "string",
          "property2": "string"
        },
        "routing": {
          "properties": {
            "chatMode": "genesys-cloud",
            "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
          },
          "type": "GENESYS_CLOUD_FLOW"
        },
        "state": "PENDING"
      },
      "locale": "en_US",
      "metadata": {
        "prop1": {}
      },
      "notes": "CRM ref: 3nv-1gt-4rt",
      "notificationHeaders": "{\"x-channel\": widget\"}",
      "notificationsActive": true,
      "organizer": {
        "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
        "type": "CUSTOMER"
      },
      "participants": [
        {
          "id": "2460b086-8d27-4cd3-a7ef-cdc8b4c17f0c",
          "type": "CUSTOMER"
        },
        {
          "id": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4",
          "type": "AGENT"
        }
      ],
      "start": "2022-01-31T19:00:00.0Z",
      "targetAssignment": {
        "id": "string",
        "type": "string"
      },
      "timezone": "Europe/Berlin",
      "title": "Product installation review"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}

Properties​

NameTypeRequiredRestrictionsDescription
content[Appointment]falsenonenone
pageCountinteger(int64)falsenoneNumber of pages for the provided page size
pageNumberinteger(int64)falsenonePage number - 1-based page index
pageSizeinteger(int64)falsenonePage size - number of items per page
sortFieldstringfalsenoneField to use for sorting
sortOrderstringfalsenoneSort order - ascending or descending
totalinteger(int64)falsenoneTotal number of entities in the result set
Enumerated Values​
PropertyValue
sortOrderasc
sortOrderdesc

InteractionActor​

{
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "timestamp": "2019-08-24T14:15:22Z",
  "type": "CUSTOMER"
}

Properties​

NameTypeRequiredRestrictionsDescription
idstringfalsenoneId is the unique identifier of the Participant.
timestampstring(date-time)falsenonenone
typestringfalsenoneType specifies the Participant type, which can be either AGENT or CUSTOMER.

InteractionData​

{
  "acceptedBy": [
    {
      "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
      "timestamp": "2019-08-24T14:15:22Z",
      "type": "CUSTOMER"
    }
  ],
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "errorData": {
    "systemMessage": "string",
    "userMessage": "string"
  },
  "initiatedBy": {
    "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
    "timestamp": "2019-08-24T14:15:22Z",
    "type": "CUSTOMER"
  },
  "properties": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": {
      "chatMode": "genesys-cloud",
      "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
    },
    "type": "GENESYS_CLOUD_FLOW"
  },
  "state": "PENDING"
}

Properties​

NameTypeRequiredRestrictionsDescription
acceptedBy[InteractionActor]falsenoneAcceptedBy lists participants that accepted the interaction.
customFieldsobjectfalsenoneKey value pair custom fields relevant to this interaction
» additionalPropertiesstringfalsenonenone
errorDataInteractionErrorfalsenonenone
initiatedByInteractionActorfalsenonenone
propertiesobjectfalsenoneKey value pair property relevant to this interaction
» additionalPropertiesstringfalsenonenone
routingRoutingDatafalsenonenone
statestringfalsenoneCurrent state of this interaction
Enumerated Values​
PropertyValue
statePENDING
stateCOMPLETE

InteractionDataRequest​

{
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
    "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
  }
}

Properties​

NameTypeRequiredRestrictionsDescription
customFieldsobjectfalsenoneCustomFields to be propagated to the customer interaction.
» additionalPropertiesstringfalsenonenone
routingRoutingDataRequesttruenonenone

InteractionError​

{
  "systemMessage": "string",
  "userMessage": "string"
}

Properties​

NameTypeRequiredRestrictionsDescription
systemMessagestringfalsenonenone
userMessagestringfalsenonenone

InteractionResponse​

{
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "properties": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": {
      "chatMode": "genesys-cloud",
      "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
    },
    "type": "GENESYS_CLOUD_FLOW"
  },
  "state": "PENDING"
}

Properties​

NameTypeRequiredRestrictionsDescription
customFieldsobjectfalsenoneKey value pair custom fields relevant to this interaction
» additionalPropertiesstringfalsenonenone
propertiesobjectfalsenoneKey value pair property relevant to this interaction
» additionalPropertiesstringfalsenonenone
routingRoutingDatafalsenonenone
statestringfalsenoneCurrent state of this interaction
Enumerated Values​
PropertyValue
statePENDING
stateCOMPLETE

ListAppointmentNotificationEventsResponsePaged​

{
  "content": [
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "channel": "EMAIL",
      "conversationId": "conv-3d2f4a",
      "id": "7c3b1ad6-2e55-4c8f-9f2d-8ca9e78f1a0e",
      "message": "Queued for delivery",
      "messageId": "msg-07f1e",
      "nextPollAt": "2024-06-01T09:01:30Z",
      "offset": "PT30M",
      "pollAttempts": 1,
      "providerStatus": "QUEUED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 1,
      "scheduledFor": "2024-06-01T08:30:00Z",
      "status": "PENDING",
      "statusId": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
      "timestamp": "2024-06-01T09:00:30Z",
      "type": "REMINDER"
    },
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "channel": "SMS",
      "conversationId": "conv-3d2f4a",
      "id": "0e8f7d6c-aaaa-bbbb-cccc-ddddeeeeffff",
      "message": "Delivered",
      "messageId": "msg-07f1e",
      "pollAttempts": 0,
      "providerStatus": "DELIVERED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 0,
      "status": "DELIVERED",
      "statusId": "a1b2c3d4-1111-2222-3333-444455556666",
      "timestamp": "2024-06-01T09:00:05Z",
      "type": "CREATE"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}

Properties​

NameTypeRequiredRestrictionsDescription
content[NotificationEvent]falsenonenone
pageCountinteger(int64)falsenoneNumber of pages for the provided page size
pageNumberinteger(int64)falsenonePage number - 1-based page index
pageSizeinteger(int64)falsenonePage size - number of items per page
sortFieldstringfalsenoneField to use for sorting
sortOrderstringfalsenoneSort order - ascending or descending
totalinteger(int64)falsenoneTotal number of entities in the result set
Enumerated Values​
PropertyValue
sortOrderasc
sortOrderdesc

ListAppointmentNotificationsResponsePaged​

{
  "content": [
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "canRetry": true,
      "channel": "EMAIL",
      "createdAt": "2024-06-01T09:00:00Z",
      "id": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
      "message": "Queued for delivery",
      "nextPollAt": "2024-06-01T09:01:30Z",
      "nextRetryAt": "2024-06-01T09:02:00Z",
      "offset": "PT30M",
      "providerStatus": "QUEUED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 1,
      "scheduledFor": "2024-06-01T08:30:00Z",
      "status": "PENDING",
      "type": "REMINDER",
      "updatedAt": "2024-06-01T09:01:00Z"
    },
    {
      "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
      "canRetry": false,
      "channel": "SMS",
      "createdAt": "2024-06-01T08:59:00Z",
      "id": "a1b2c3d4-1111-2222-3333-444455556666",
      "message": "Delivered",
      "providerStatus": "DELIVERED",
      "recipient": {
        "displayName": "Bobby Ewing",
        "type": "CUSTOMER"
      },
      "retryCount": 0,
      "status": "DELIVERED",
      "type": "CREATE",
      "updatedAt": "2024-06-01T09:00:05Z"
    }
  ],
  "pageCount": 4,
  "pageNumber": 1,
  "pageSize": 25,
  "sortField": "name",
  "sortOrder": "asc",
  "total": 100
}

Properties​

NameTypeRequiredRestrictionsDescription
content[NotificationStatus]falsenonenone
pageCountinteger(int64)falsenoneNumber of pages for the provided page size
pageNumberinteger(int64)falsenonePage number - 1-based page index
pageSizeinteger(int64)falsenonePage size - number of items per page
sortFieldstringfalsenoneField to use for sorting
sortOrderstringfalsenoneSort order - ascending or descending
totalinteger(int64)falsenoneTotal number of entities in the result set
Enumerated Values​
PropertyValue
sortOrderasc
sortOrderdesc

Name​

{
  "firstName": "Bobby",
  "lastName": "Ewing"
}

Properties​

NameTypeRequiredRestrictionsDescription
firstNamestringfalsenoneFirstName is the first name of the user.
lastNamestringfalsenoneLastName is the last name of the user.

NotificationEvent​

{
  "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
  "channel": "EMAIL",
  "conversationId": "conv-3d2f4a",
  "errorMessage": "rejected by provider",
  "id": "7c3b1ad6-2e55-4c8f-9f2d-8ca9e78f1a0e",
  "message": "Queued for delivery",
  "messageId": "msg-07f1e",
  "nextPollAt": "2024-06-01T09:01:30Z",
  "offset": "PT30M",
  "pollAttempts": 1,
  "providerStatus": "QUEUED",
  "recipient": {
    "displayName": "string",
    "reasonCode": "string",
    "type": "string"
  },
  "retryCount": 1,
  "scheduledFor": "2024-06-01T08:30:00Z",
  "status": "string",
  "statusId": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
  "timestamp": "2024-06-01T09:00:30Z",
  "type": "REMINDER"
}

Properties​

NameTypeRequiredRestrictionsDescription
appointmentIdstringfalsenoneAssociated appointment ID
channelstringfalsenoneEmail, SMS, Webhook
conversationIdstringfalsenoneProvider conversation ID
errorMessagestringfalsenoneError details on failure
idstringfalsenoneUnique event ID
messagestringfalsenoneHuman readable status reason
messageIdstringfalsenoneProvider message ID
nextPollAtstring(date-time)falsenoneNext provider poll time (while pending/submitted)
offsetstringfalsenoneDuration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
pollAttemptsinteger(int64)falsenoneProvider polls made
providerStatusstringfalsenoneRaw provider state
recipientNotificationRecipientfalsenonenone
retryCountinteger(int64)falsenoneNumber of delivery attempts
scheduledForstring(date-time)falsenoneTimestamp when delivery is due (only for scheduled types).
statusNotificationStatefalsenonenone
statusIdstringfalsenoneLinked notification status ID
timestampstring(date-time)falsenoneEvent time
typestringfalsenoneReminder, Follow-up, Create, Reschedule

NotificationRecipient​

{
  "displayName": "string",
  "reasonCode": "string",
  "type": "string"
}

Properties​

NameTypeRequiredRestrictionsDescription
displayNamestringfalsenoneDisplayName is a human-friendly label of the recipient; when not available, mapping sets "-".
reasonCodeRecipientReasonCodefalsenonenone
typeRecipientTypefalsenonenone

NotificationState​

"string"

Properties​

NameTypeRequiredRestrictionsDescription
anonymousstringfalsenonenone

NotificationStatus​

{
  "appointmentId": "2fd76778-6392-4faa-a84e-9e02d059af21",
  "canRetry": true,
  "channel": "EMAIL",
  "createdAt": "2024-06-01T09:00:00Z",
  "errorMessage": "rejected by provider",
  "id": "d3f9e4a2-9c3b-4f1a-bc0a-0ef8c4a9f9a1",
  "message": "Queued for delivery",
  "nextPollAt": "2024-06-01T09:01:30Z",
  "nextRetryAt": "2024-06-01T09:02:00Z",
  "offset": "PT30M",
  "providerStatus": "QUEUED",
  "recipient": {
    "displayName": "string",
    "reasonCode": "string",
    "type": "string"
  },
  "retryCount": 1,
  "scheduledFor": "2024-06-01T08:30:00Z",
  "status": "string",
  "type": "REMINDER",
  "updatedAt": "2024-06-01T09:01:00Z"
}

Properties​

NameTypeRequiredRestrictionsDescription
appointmentIdstringfalsenoneAssociated appointment ID
canRetrybooleanfalsenoneWhether manual retry is allowed
channelstringfalsenoneEmail, SMS, Webhook
createdAtstring(date-time)falsenoneCreation timestamp
errorMessagestringfalsenoneError details on failure
idstringfalsenoneUnique notification status ID
messagestringfalsenoneHuman readable status reason
nextPollAtstring(date-time)falsenoneNext provider poll time (while pending/submitted)
nextRetryAtstring(date-time)falsenoneTime of the next automatic retry (when applicable)
offsetstringfalsenoneDuration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
providerStatusstringfalsenoneRaw provider-native state (last-known)
recipientNotificationRecipientfalsenonenone
retryCountinteger(int64)falsenoneNumber of delivery attempts
scheduledForstring(date-time)falsenoneTimestamp when delivery is due (only for scheduled types).
statusNotificationStatefalsenonenone
typestringfalsenoneReminder, Follow-up, Create, Reschedule, etc.
updatedAtstring(date-time)falsenoneTimestamp of last attempt

Organizer​

{
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "type": "CUSTOMER"
}

Properties​

NameTypeRequiredRestrictionsDescription
idstringfalsenoneId is the unique identifier of the Participant.
typestringfalsenoneType specifies the Participant type, which can be either AGENT or CUSTOMER.

Participant​

{
  "detailsAvailable": true,
  "errorData": {
    "systemMessage": "string",
    "userMessage": "string"
  },
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "state": "active",
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER"
}

Properties​

NameTypeRequiredRestrictionsDescription
detailsAvailablebooleanfalsenonenone
errorDataParticipantErrorfalsenonenone
idstringfalsenoneId is the unique identifier of the Participant.
statestringfalsenoneIndicates the current state of the Participant with respect to the conference.
ticketTicketfalsenonenone
typestringfalsenoneType specifies the Participant type, which can be either AGENT or CUSTOMER.

ParticipantDetails​

{
  "contact": {
    "primaryEmail": "user@provider.net",
    "primaryPhone": "2102234988"
  },
  "expiresAt": "2019-08-24T14:15:22Z",
  "id": "c59a1ee2-e71d-4370-9ac8-26de220104db",
  "metadata": {
    "refNo": "CS-9838"
  },
  "name": {
    "firstName": "Bobby",
    "lastName": "Ewing"
  },
  "ticket": {
    "accessUrl": "string",
    "expiresAt": "2019-08-24T14:15:22Z"
  },
  "type": "CUSTOMER",
  "username": "ewingb@myorg.com"
}

Properties​

NameTypeRequiredRestrictionsDescription
contactContactfalsenonenone
expiresAtstring(date-time)falsenonenone
idstringfalsenoneId is the unique identifier of the Participant.
metadataobjectfalsenoneMetadata holds unstructured additional information that might be useful.
» additionalPropertiesanyfalsenonenone
nameNamefalsenonenone
ticketTicketfalsenonenone
typestringfalsenoneType specifies the Participant type, which can be either AGENT or CUSTOMER.
usernamestringfalsenoneUsername of the user.

ParticipantError​

{
  "systemMessage": "string",
  "userMessage": "string"
}

Properties​

NameTypeRequiredRestrictionsDescription
systemMessagestringfalsenonenone
userMessagestringfalsenonenone

ReassignAppointmentRequest​

{
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "userId": "36c1r718-9ab5-48c9-aeab-fas5f37b0ec4"
}

Properties​

NameTypeRequiredRestrictionsDescription
idstringtruenoneId is the unique identifier of the appointment.
in: path
userIdstringtruenoneUserId is the unique identifier of the user (agent) to be added to the appointment.

RecipientReasonCode​

"string"

Example values: PDM_EXPIRED, NOT_FOUND, SYSTEM_ERROR.

Properties​

NameTypeRequiredRestrictionsDescription
Example values: PDM_EXPIRED, NOT_FOUND, SYSTEM_ERROR.stringfalsenonenone

RecipientType​

"string"

Allowed values: CUSTOMER, AGENT, SYSTEM.

Properties​

NameTypeRequiredRestrictionsDescription
Allowed values: CUSTOMER, AGENT, SYSTEM.stringfalsenonenone

RescheduleAppointmentRequest​

{
  "duration": "\"PT5M\"",
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "locale": "\"en-GB\"",
  "start": "\"2022-01-31T19:00:00.0Z\"",
  "timezone": "\"Europe/Berlin\""
}

Properties​

NameTypeRequiredRestrictionsDescription
durationstring(duration)truenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
idstringtruenoneId is the unique identifier of the appointment.
in: path
localestringfalsenoneLocale used for the appointment and notifications. Defaults to "en-US".
startstring(date-time)truenoneStartTime is the UTC start date and time for the appointment.
timezonestringtruenoneTimeZone for the appointment.

RoutingData​

{
  "properties": {
    "chatMode": "genesys-cloud",
    "deploymentId": "c461a74-af3a-4b55-a461-bafbf077a34e"
  },
  "type": "GENESYS_CLOUD_FLOW"
}

Properties​

NameTypeRequiredRestrictionsDescription
propertiesobjectfalsenoneRouting properties relevant to the routing type
» additionalPropertiesstringfalsenonenone
typestringfalsenoneRouting type associated with the given customer interaction
Enumerated Values​
PropertyValue
typeGENESYS_CLOUD_FLOW
typeGENESYS_CLOUD_QUEUE
typeTALKDESK_DIGITAL_CONNECT

RoutingDataRequest​

{
  "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
  "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
}

Properties​

NameTypeRequiredRestrictionsDescription
propertiesobjectfalsenoneProperties are specific routing properties relevant to the RouteType.
If interaction.routing.properties.chatMode is provided, that explicit value is preserved.
If chatMode is omitted, the backend applies provider defaults for the resolved routing type.
If chatMode is omitted, defaults are genesys-web-messaging for Genesys and talkdesk-digital-connect for Talkdesk.
» additionalPropertiesstringfalsenonenone
typestringfalsenoneRouteType is the routing type for the customer interaction.
Possible values: GENESYS_CLOUD_FLOW, GENESYS_CLOUD_QUEUE, TALKDESK_DIGITAL_CONNECT.
If omitted, the backend selects a route type from the application type:
Genesys applications default to GENESYS_CLOUD_FLOW and Talkdesk applications default to TALKDESK_DIGITAL_CONNECT.

ScheduleAppointmentRequest​

{
  "applicationId": "bf8215e5-a39e-490a-a0e2-07df6a3d8c1f",
  "customers": [
    {
      "contact": {
        "primaryEmail": "user@provider.net",
        "primaryPhone": "2102234988"
      },
      "metadata": {
        "refNo": "CS-9838"
      },
      "name": {
        "firstName": "Bobby",
        "lastName": "Ewing"
      },
      "username": "ewingb@myorg.com"
    }
  ],
  "duration": "\"PT5M\"",
  "interaction": {
    "customFields": {
      "property1": "string",
      "property2": "string"
    },
    "routing": {
      "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
      "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
    }
  },
  "locale": "\"en-GB\"",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": "{\"x-channel\": widget\"}",
  "start": "\"2022-01-31T19:00:00.0Z\"",
  "targetAssignment": {
    "id": "string",
    "type": "string"
  },
  "timezone": "\"Europe/Berlin\"",
  "title": "Product installation review"
}

Properties​

NameTypeRequiredRestrictionsDescription
applicationIdstringtruenoneUnique application identifier
customers[CustomerDetails]falsenoneOptionally provide a list of customers who will participate in this appointment.
durationstring(duration)truenoneDuration of the appointment.
Duration values use an ISO-8601 day/time subset: PnD, PTnH, PTnM, PTnS (fractional values supported). Week/month/year designators (W, M in date part, Y) are not supported.
interactionInteractionDataRequestfalsenonenone
localestringfalsenoneLocale used for the appointment and notifications. Defaults to "en-US".
metadataobjectfalsenoneAny additional information that might be of use.
» additionalPropertiesanyfalsenonenone
notesstringfalsenoneAdditional notes
notificationHeadersobjectfalsenoneHeaders propagated to all applicable notifications i.e. webhook notifications
» additionalPropertiesstringfalsenonenone
startstring(date-time)truenoneStartTime is the UTC start date and time for the appointment.
targetAssignmentTargetAssignmentfalsenonenone
timezonestringtruenoneTimeZone for the appointment.
titlestringfalsenoneAppointment title

TargetAssignment​

{
  "id": "string",
  "type": "string"
}

TargetAssignment represents the assignee (agent or queue) for an appointment.

Properties​

NameTypeRequiredRestrictionsDescription
idstringfalsenonenone
typeAssignmentTargetTypefalsenonenone

Ticket​

{
  "accessUrl": "string",
  "expiresAt": "2019-08-24T14:15:22Z"
}

Ticket encapsulates access-related details for a participant.

Properties​

NameTypeRequiredRestrictionsDescription
accessUrlstringfalsenonenone
expiresAtstring(date-time)falsenonenone

UpdateAppointmentRequest​

{
  "customer": {
    "contact": {
      "primaryEmail": "user@provider.net",
      "primaryPhone": "2102234988"
    },
    "id": "string",
    "metadata": {
      "refNo": "CS-9838"
    },
    "name": {
      "firstName": "Bobby",
      "lastName": "Ewing"
    },
    "username": "ewingb@myorg.com"
  },
  "id": "f46f165d-383a-4432-9a3e-9c805a152e0c",
  "metadata": {
    "prop1": {}
  },
  "notes": "CRM ref: 3nv-1gt-4rt",
  "notificationHeaders": {
    "property1": "string",
    "property2": "string"
  },
  "title": "Product installation review"
}

Properties​

NameTypeRequiredRestrictionsDescription
customerCustomerDetailsRequestfalsenonenone
idstringtruenoneId is the unique identifier of the appointment.
in: path
metadataobjectfalsenoneAny additional information that might be of use.
» additionalPropertiesanyfalsenonenone
notesstringfalsenoneAdditional notes
notificationHeadersobjectfalsenonenone
» additionalPropertiesstringfalsenonenone
titlestringfalsenoneAppointment title

UpdateInteractionBody​

{
  "customFields": {
    "property1": "string",
    "property2": "string"
  },
  "routing": {
    "properties": "{\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-cloud\"} or {\"deploymentId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"genesys-web-messaging\"} or {\"touchpointId\": \"c461a74-af3a-4b55-a461-bafbf077a34e\", \"chatMode\": \"talkdesk-digital-connect\"}",
    "type": "GENESYS_CLOUD_FLOW or TALKDESK_DIGITAL_CONNECT"
  }
}

Properties​

NameTypeRequiredRestrictionsDescription
customFieldsobjectfalsenoneCustomFields to be propagated to the customer interaction.
» additionalPropertiesstringfalsenonenone
routingRoutingDataRequesttruenonenone

interactionErrorRequestBody​

{
  "systemMessage": "string",
  "userMessage": "string"
}

Properties​

NameTypeRequiredRestrictionsDescription
systemMessagestringfalsenoneSystemMessage contains internal diagnostics for support and logging.
userMessagestringfalsenoneUserMessage is a user-safe message for clients.

participantIDRequestBody​

{
  "participantId": "c59a1ee2-e71d-4370-9ac8-26de220104db"
}

Properties​

NameTypeRequiredRestrictionsDescription
participantIdstringfalsenoneParticipantId is the unique identifier of the Participant.