Interaction - Scoped
-
- UpdatedJan 30, 2025
- 2 minutes to read
- Yokohama
- API reference
The Interaction API provides methods that enable you to define the behavior for interaction records.
This class requires the Interaction Logging, Routing, and Queueing plugin (com.glide.interaction) and runs in the sn_interaction
namespace.
Interaction - accept()
Accepts a new interaction.
Accepting a transfer only works for pending transfers. Find any pending transfers in the Interaction Agent Transfer [interaction_agent_transfer] table.
Name | Type | Description |
---|---|---|
None |
Type | Description |
---|---|
Boolean | Returns true if the transfer is accepted. |
Example
Interaction - create(Object options)
Creates an interaction.
Name | Type | Description |
---|---|---|
options | Object | Field values for an interaction record. The channel field with the channel
sys_id and channel metadata are required. If a queue is not included in the
parameter, the system returns |
Type | Description |
---|---|
Object | Interaction |
Example
Interaction - getInteraction(GlideRecord interaction)
Returns an interaction record.
Name | Type | Description |
---|---|---|
interaction | GlideRecord | Interaction record from the interaction table [interaction] that is retrieved from the system. |
Type | Description |
---|---|
Object | Interaction |
Example
Interaction - transferToAgent(String sysID)
Transfers an interaction record to an agent using the sys_id for the agent.
When an interaction is transferred from one agent to another, the interaction needs to be accepted or rejected using GlideRecord APIs. Use the GlideRecord API to change the state of the interaction and update. For more information, see the GlideRecord - update method.
Name | Type | Description |
---|---|---|
SysID | String | The sys_id of the user you want to transfer an interaction record to. |
Type | Description |
---|---|
void |
Example
Interaction - transferToQueue(String sysID)
Transfers an interaction record to an interaction queue.
Transferring an interaction from one queue to another closes the original interaction and creates an interaction in the new queue.
Name | Type | Description |
---|---|---|
SysID | String | The sys_id of the interaction queue you want to transfer the interaction record to. |
Type | Description |
---|---|
void |