Changes to Talk Agent Availability APIs Explained
What are the changes to the Talk Agent Availability APIs?
The changes to the Talk Agent Availability APIs affect how agent statuses are managed. Specifically, the 'Show Availability' endpoint will now return the current Talk status based on the unified agent status. For example, if an agent sets a custom status like "In a meeting," the Talk channel status will be "Away," and this is what the endpoint will return.
For the 'Update Availability' endpoint, if you try to update theagent_stateproperty, it will return a 400 bad request error. This is because updating theagent_stateis not allowed when Omnichannel Routing is enabled. However, updating theviaproperty of an availability object through the API will continue to work as before. For more details, you can check theoriginal link.
More related questions
Who is impacted by the changes to the Talk Agent Availability APIs?
The changes impact customers using the APIs who opt-in to Omnichannel Routing, either in Beta or General Availability (GA). If you are using the Update Talk agent availability API, it will no longer function if theagent_stateproperty is being…
What are the key dates for the Omnichannel Routing changes?
The key dates for the Omnichannel Routing changes are the end of August 2022 for the beta release and mid-October 2022 for General Availability (GA). These dates mark the rollout of the new features and changes to the Talk Agent Availability APIs….
What options do I have to mitigate the impact of the API changes?
Currently, there are no substitutes for the Update Talk Agent availability API. If your workflow is impacted by these changes, it is recommended not to enable Omnichannel Routing in its first version. Zendesk plans to release an API to change agent…
What are Zendesk's future plans for changing agent statuses via APIs?
Zendesk plans to release new public APIs to view and update unified agent statuses across channels within the next nine months. This will allow for a more streamlined approach to managing agent statuses across different communication channels. More…
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