Replaces the Network's only escalation desk.
Full replace, creating the desk (attached nowhere) when the Network has none. Every operator must be an active operator of the Network (enroll them via the operators directory first); an unknown or non-operator participant yields `400 Bad Request` — a customer can never be an operator. A `mode` other than the desk's own, or a Network with more than one desk, yields `409 Conflict`. Applies immediately.
Authorization
Bearer JWT Authorization header using the Bearer scheme. Enter 'Bearer' [space] and then your token.
In: header
Path Parameters
The owning Network id.
uuidThe tenant identifier
The escalation ladder to set.
The ordered escalation ladder. Every operator must be an active operator of the network.
Optional fallback reason used when a member escalates without giving one.
How a chosen operator receives the conversation: DeliveryMode.Bridge (Fruxon relays; operator can be on any channel) or DeliveryMode.NativeHandoff (page the operator and step back; the source console owns the live conversation). Omitted → DeliveryMode.Bridge, the long-standing behaviour.
"UNSPECIFIED" | "BRIDGE" | "NATIVE_HANDOFF"Console-routed only: when the agent steps back once the conversation is queued to the console — ConsoleMuteTrigger.OnQueued (immediately; default) or ConsoleMuteTrigger.OnAssigned (keep helping until a human takes the chat). Omitted → ConsoleMuteTrigger.OnQueued. No effect under DeliveryMode.Bridge.
"UNSPECIFIED" | "ON_QUEUED" | "ON_ASSIGNED"Console-routed only: what UpdateNetworkEscalationPolicyRequest.ConsoleMuteTrigger becomes while the team is outside its UpdateNetworkEscalationPolicyRequest.WorkingHoursScheduleId hours. Omitted or null → the same as during working hours. Typically ConsoleMuteTrigger.OnAssigned, so a chat queued for a team that is off keeps its agent until someone actually takes it. Has no effect without working hours.
"UNSPECIFIED" | "ON_QUEUED" | "ON_ASSIGNED"Whether post-hand-back verification and its auto-close backstop are enabled.
Whether a console takeover a person has left unanswered past the watchdog's threshold is handed back to the assistant, replaying the customer's withheld messages into its next turn. Omitted means false, the fail-safe direction: an unset field turns the reclaim off rather than on. Alerting about a stalled takeover is not set here and stays on.
The working hours of the team this Application escalates to. Omitted or null → none: the team is treated as always available. Must name working hours in this workspace.
uuidResponse Body
curl -X PUT "https://api.fruxon.com/v1/tenants/string/networks/497f6eca-6276-4993-bfeb-53cbbbba6f08/escalationPolicy" \ -H "Content-Type: application/json" \ -d '{}'{
"networkId": "00000000-0000-0000-0000-000000000000",
"tiers": [
{
"operatorParticipantIds": [
"00000000-0000-0000-0000-000000000000"
],
"strategy": "FIRST_AVAILABLE"
}
],
"defaultReason": "string",
"mode": "BRIDGE",
"consoleMuteTrigger": "ON_QUEUED",
"afterHoursConsoleMuteTrigger": "ON_QUEUED",
"checkBackEnabled": false,
"stalledTakeoverUnmuteEnabled": false,
"workingHoursScheduleId": "00000000-0000-0000-0000-000000000000",
"doorways": [
{
"provider": "string",
"supportsNativeHandoff": false
}
],
"createdAt": 0,
"modifiedAt": 0
}{
"type": "string",
"title": "string",
"status": 0,
"detail": "string",
"instance": "string",
"property1": null,
"property2": null
}{
"type": "string",
"title": "string",
"status": 0,
"detail": "string",
"instance": "string",
"property1": null,
"property2": null
}{
"type": "string",
"title": "string",
"status": 0,
"detail": "string",
"instance": "string",
"property1": null,
"property2": null
}Returns the Network's only escalation desk (an empty pool when it has none).
Returns the desk's live operator ladder. No desk yet returns an empty ladder so clients can render the editor; more than one yields `409 Conflict` — read them through the escalation desks API instead. Which conversations reach the desk is decided by the channels it is attached to.
Returns whether escalation is on for the Application, and its gaps.
`enabled` is true when some desk is attached to a channel or handles the other conversations, and can reach a person; agents whose step allows escalation get the tool exactly then. `channelsWithoutHandoff` lists the active channels with no desk, and `emptyOperatorDesks` the operator desks that page nobody.