Interactions On Salesforce Case Topic

Operations

The following operations are available on me/interactions/{id}:

Operation Name	HTTP Operation	Description	Type	Permissions
Accept	POST	This operation can be performed after a new interaction notification arrives. Accepting an interaction allows Agents to start working on it.	General Interaction	Agent
Reject	POST	This operation can be performed after a new interaction notification arrives. Rejecting an interaction allows an Agent the opportunity to work on a different one.	General Interaction	Agent
Transfer	POST	This operation can be performed while working on an interaction. The interaction can be transferred to another agent or to a group of agents associated with a skill.	General Interaction	Agent
StopProcessing	POST	This operation can be performed after an agent has finished working on an interaction.	General Interaction	Agent

Notifications

These cometd e-mail notifications are only actively sent once an Agent changes his state on the e-mail channel to 'available'. For the Agent to listen to these notifications, he or she needs to subscribe to /me/interactions/salesforcecase.

New Interaction

{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"salesforcecase",
"salesforce_object" {
"id":alpha-numeric-string,
"object_number":alpha-numeric-number,
"type":"Case"
},
"state":"Invited",
"capabilities":["Accept", "Reject"]
}

messageTypeName—The type of cometd notification. It is a fixed value. It will always be 'InteractionStateMessage'.

id—The interaction's unique identifier.

salesforce_object—Salesforce user-defined data.

• id—A Salesforce object's unique identifier.
• object_number—A case number that is unique to a Salesforce tenant organization.
• type—The Salesforce object's category.

state—Identifies the interaction's current state. It is a fixed value. It will always be 'Invited'.

capabilities—This array displays possible operations that may occur after this operation.

Interaction Revoked

{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"channel":"salesforcecase",
"salesforce_object" {
"id":alpha-numeric-string,
"object_number":alpha-numeric-number,
"type":"Case"
},
"state":"Revoked",
"capabilities":[]
}

messageTypeName—The type of cometd notification. Fixed value; this will always be 'InteractionStateMessage'.

id—The interaction's unique identifier.

salesforce_object—Salesforce user-defined data.

• id—A Salesforce object's unique identifier.
• object_number—A case number that is unique to a Salesforce tenant organization.
• type—The Salesforce object's category.

state—Identifies the interaction's current state. Fixed value; this will always be 'Revoked'.

capabilities—This array displays possible operations that may occur after this operation.