Interaction- Scoped

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.

Parent Topic:Server API reference

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.

var now_GR = new GlideRecord('interaction');
GR.get('b2c0a3af202a1300964f959e0488de75');
var interaction = sn_interaction.Interaction.getInteraction(GR).accept();

Interaction - create(Object options)

Creates an interaction.

var interactionObj = sn_interaction.Interaction.create({
    channel: '28a59893873103002ae97e2526cb0b5d',
    channel_metadata:{},
    opened_for: '46d44a23a9fe19810012d100cca80666',
    queue: 'f3a50867b30303002186a72256a8dcb7'
});

Interaction - getInteraction(GlideRecord interaction)

Returns an interaction record.

var now_GR = new GlideRecord('interaction');
now_GR.get('608a21bd096a9300964ffbd57ba7dd8d');
var interaction = sn_interaction.Interaction.getInteraction(now_GR);

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.

Note: This method has been deprecated.

var now_GR = new GlideRecord('interaction');
GR.get('24b927ef202a1300964f959e0488de2d');
var interaction = sn_interaction.Interaction.getInteraction(GR);
interaction.transferToAgent('6816f79cc0a8016401c5a33be04be441');

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.

Note: This method has been deprecated.

var now_GR = new GlideRecord('interaction');
GR.get('24b927ef202a1300964f959e0488de2d');
var interaction = sn_interaction.Interaction.getInteraction(GR);
interaction.transferToQueue('86fee1933b101300088d832b44efc474');