Mitigating Impact of Talk Agent API Changes
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 statuses in a unified way across channels in future versions. Keeping an eye on future updates will be crucial for planning your next steps.
More related questions
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…
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 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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