Introduction to Agents APIs

Last updated: 2020-05-29 Contributors John WangCraig ChanPaco Vu

Managing agents and automatically syncing them with your user management tools can be automated via the API. This article covers the basics of creating, reading, updating and deleting Agents.

Note

Agents must be associated with an Agent Group so you need to have at least one Agent Group configured before managing Agents. See Agent Groups for more.

Agents
Agents API

Create and configure an agent account.

Agent Group
Agent Groups API

Organize your agents into different categories by creating agent groups.

Routing Calls to Agents with Skills
Skill Profile API

Some callers would need to be routed to the Agent with the appropriate skill. This use case routes Spanish speaking callers to Spanish speaking Agents.

Administrators
Administrators API

Create and manage an administrator account.

Roles
Roles API

Create and manage roles for administrators and agents.