Routing Rules
Condition-based rules that determine how incoming conversations are automatically routed.
List routing rules
Returns all routing rules for the tenant, ordered by priority (ascending). Rules are evaluated in priority order against each incoming conversation's attributes to determine assignment and channel-profile routing.
Create routing rule
Creates a new condition-action routing rule. Conditions and actions are supplied as JSON objects in conditions_json and actions_json fields respectively. Lower priority numbers are evaluated first. Use to implement skill-based routing, VIP escalation, or channel fallback logic.
Update routing rule
Updates an existing routing rule's name, priority, conditions, actions, or active status. New conditions/actions completely replace the stored JSON when supplied; omit the fields to retain existing values.
Delete routing rule
Permanently removes a routing rule. Remaining rules continue to be evaluated in their existing priority order.