Chat Session REST API
Note Enterprise license and higher
The UCC REST API allows external software to communicate with the Chat Session API in the PluginFramework. It is possible to start a chat session inside the UCC and hunt an agent in a specific skill. An example scenario is as follows:
A bot doesn't know how to handle a user's question and wants to connect the user with a human agent.
Bot creates a chat session via REST API
Bot sets skill for the session
The UCC will hunt an agent and notify the bot when the connection with an agent is established.
Bot proxies the messages between user and agent
Bot or agent decides to stop the call
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