FruxonDocs
ApiEscalations

Gets the escalation policy resolved for an agent.

Answers "who would this agent's escalation actually reach?". There is no per-agent escalation policy at runtime — resolution runs agent → its governing Application → the escalation desk the conversation's channel uses, plus any per-customer override — so this resolves through the same path an escalation takes rather than reading a policy row. The top-level fields describe the desk of the channel named by `entryPointId`, or the Other-conversations desk when none is named; `channels` lists every channel with its desk. A null `deskId` means handing off isn't available there. `configuredOperators` is the composed ladder in preference order. `offerableOperators` is who would be paged **right now**, with anyone currently drained or away removed. Read `configuredOperators` when reconstructing a past escalation — presence today says nothing about presence then, so the offerable list can be empty for a routing that worked perfectly at the time. An empty ladder is not automatically a misconfiguration. Under `mode: NATIVE_HANDOFF` the conversation is ceded to the channel's own console and a human there picks it up, so the console supplies the operator and an empty ladder is correct by design.

GET
/v1/tenants/{tenant}/agents/{agent}/escalationPolicy

Authorization

Bearer
AuthorizationBearer <token>

JWT Authorization header using the Bearer scheme. Enter 'Bearer' [space] and then your token.

In: header

Path Parameters

agent*string

The agent whose escalation routing to resolve.

tenant*string

The tenant identifier

Query Parameters

networkId?string

Which of the agent's Applications governs. Omit for the runtime's own deterministic pick.

Formatuuid
customerParticipantId?string

Resolve as if escalating this customer's conversation, so their per-customer override applies. Omit for the desk's own ladder.

Formatuuid
entryPointId?string

Resolve as if the conversation came through this channel, which must be a messaging channel of the agent's Application. Omit for a conversation that came through none (the web widget, the test console), which the Application's Other-conversations desk handles.

Formatuuid

Response Body

curl -X GET "https://api.fruxon.com/v1/tenants/string/agents/string/escalationPolicy"
{
  "agentId": "string",
  "networkId": "00000000-0000-0000-0000-000000000000",
  "entryPointId": "00000000-0000-0000-0000-000000000000",
  "deskId": "00000000-0000-0000-0000-000000000000",
  "deskName": "string",
  "channels": [
    {
      "entryPointId": "00000000-0000-0000-0000-000000000000",
      "provider": "string",
      "operationalStatus": "ACTIVE",
      "deskId": "00000000-0000-0000-0000-000000000000",
      "deskName": "string",
      "deskMode": "BRIDGE"
    }
  ],
  "mode": "BRIDGE",
  "consoleMuteTrigger": "ON_QUEUED",
  "afterHoursConsoleMuteTrigger": "ON_QUEUED",
  "tiers": [
    {
      "operatorParticipantIds": [
        "00000000-0000-0000-0000-000000000000"
      ],
      "strategy": "FIRST_AVAILABLE"
    }
  ],
  "configuredOperators": [
    {
      "participantId": "00000000-0000-0000-0000-000000000000",
      "displayName": "string"
    }
  ],
  "offerableOperators": [
    {
      "participantId": "00000000-0000-0000-0000-000000000000",
      "displayName": "string"
    }
  ],
  "usedOverride": false,
  "customerParticipantId": "00000000-0000-0000-0000-000000000000",
  "defaultReason": "string",
  "checkBackEnabled": false
}
{
  "type": "string",
  "title": "string",
  "status": 0,
  "detail": "string",
  "instance": "string",
  "property1": null,
  "property2": null
}
Empty
{
  "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
}