Routing directly to specified agent

[Steknav]

I'm attempting to send a mail directly to an agent. The two endpoints i tried for this are:

• /api/v2/conversations/{conversationId}/assign
• /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace

The problem with the first one is that mails only can be assigned to an agent that is on queue.
And the second works as intended except if the agent declines the mail, the mail just seems to disconnect instead of going back to the queue.

Any ideas are welcome!

[Zino_Onokpise]

Hi Steknav,

What behavior are you looking for here ?

[Steknav]

Hi Zino

Basically the what /replace does, except that the mail returns back to the queue if the agent declines the mail.

[Zino_Onokpise]

Hi Steknav,

Your question would be best addressed by going through Care or posting on Genesys Cloud Community to see how other customers may have handled your use case.

[Steknav]

Regarding the /replace mail disconnecting and not returning to the queue: this is because I didn't fill in the transferType. This resulted in the default value 'Unattended' and this disconnected the mail when the agent declines.