Use this API to modify an existing queue. This API allows the logged in user to modify only one queue at a time. For this API to execute successfully:
All of the following are required:
The request body is mandatory. Request body can be in either XML or JSON format.
| Name | Description |
|---|---|
| id | ID of the queue. |
| lastModified | Value of last modified date of the queue. |
| Name | Description |
|---|---|
| name | Name of the queue to be created. Queue name must be unique in the department. |
| description | Description of the queue. |
| active | Attribute to indicate whether the queue is active or not. |
| bookmarks | List of articles to be bookmarked for the queue. The number of bookmark articles must not be more than 75. Each of the article must belong to the same department as the queue. None of the articles must be a personalized article. None of the articles must be global bookmarks. |
| channels | Channel specific configuration attributes. Please refer to the below section for individual channel specific attributes. These attributes are available for the following channels: chat, email, social |
| externalId | A unique external ID for the queue. |
| customAttributes | Custom attributes for the queue. Name must match one of the custom attributes configured in application. If the custom attribute is configured as an enumeration, the value must be one of the predefined values. |
Note: To remove value of any element of type "String", "integer" or "dateTime", set the value to an empty string (instead of setting the value to null).
| Name | Description |
|---|---|
| routing.type.value | Value indicating how routing happens. Must be "load_balanced" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced", and existing value is "none". |
| routing.condition.value | The condition in which routing should happen. This must be "when_available". This must be provided when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none" |
| routing.condition.users | Users to whom the chat activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none". |
| routing.condition.groups | Groups to which the chat activities have to be routed to. This can be provided only when the value provided for routing.type.value is "load_balanced". This must not be provided when the value provided for routing.type.value is "none". |
| default | Indicates whether this is the default chat queue for the department. Must be true. Since one of the queues must be default queue for chats, the provided value cannot be false. |
| priority.value | Priority of the queue. |
| maxQueueDepth | Maximum chat queue depth. |
| quickLinks | Quick link articles for the queue. The number of quick link articles must not be more than 75. All these articles must be quick link articles in the department of the queue. None of them must be a personalized article. |
| quickResponses | Quick response articles for the queue. The number of quick response articles must not be more than 150. All these articles must be quick responses in the department of the queue. None of them must be a personalized article. |
| alternativeEngagement.enabled | Attribute to indicate whether alternative engagement is enabled. |
| alternativeEngagement.waitTime | Time to wait before alternative engagement can be displayed. This must be provided when alternativeEngagement is enabled. This must not be provided when alternativeEngagement is disabled. |
| attachments.enabledForAgent | Attribute to indicate whether attachments can be used by agents. |
| attachments.enabledForCustomer | Attribute to indicate whether attachments can be used by customers. |
| extendedCustomerSessionTimeoutValue | Timeout value in minutes, for customers who have initated chat on this queue. |
| Name | Description |
|---|---|
| routing.type.value | Value indicating how routing happens. Must be "load_balanced", "round_robin" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced" or "round_robin", and existing value is "none". |
| routing.condition.value | The condition in which routing should happen. This can be "when_available" or "always". This must be provided when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
| routing.condition.users | Users to whom the email activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
| routing.condition.groups | Groups to which the email activities have to be routed to.\tThis can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
| articles.header | Article to be used as header for emails in this queue. Must be a header article in the department of the queue. Must not be a personalized article. |
| articles.footer | Article to be used as footer for emails in this queue. Must be a footer article in the department of the queue. Must not be a personalized article. |
| articles.greeting | Article to be used as greeting for emails in this queue. Must be a greeting article in the department of the queue. Must not be a personalized article. |
| articles.signature | Article to be used as signature for emails in this queue. Must be a signature article in the department of the queue. Must not be a personalized article. |
| includeOriginalMessageInReply | Attribute to indicate whether to include original message in reponses or not. If not provided, original message are included in the response. |
| Name | Description |
|---|---|
| routing.type.value | Value indicating how routing happens. Must be "load_balanced", "round_robin" or "none". One of routing.condition.users or routing.condition.groups must be provided if the value provided for routing.type.value is "load_balanced" or "round_robin", and existing value is "none". |
| routing.condition.value | The condition in which routing should happen. This can be "when_available" or "always". This must be provided when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
| routing.condition.users | Users to whom the social activities have to be routed to. The users must belong to the department of the queue. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
| routing.condition.groups | Groups to which the social activities have to be routed to. This can be provided only when the value provided for routing.type.value is "load_balanced" or "round_robin". This must not be provided when the value provided for routing.type.value is "none". |
No content
Bad Request
Unauthorized
Forbidden
Not Acceptable
Conflict
Internal server error
{- "id": "1057",
- "lastModified": "2022-04-01T19:55:47.000Z",
- "description": "Insurance Queue"
}{- "code": "400-101",
- "developerMessage": "Unsupported query parameter(s) supplied: '<query_parameter>'."
}