I am trying to make a serverless app in Freshchat. Whenever a new conversation is created, I prioritize the conversations based on the conversation initiated URL. Then I have to assign the conversation to an available agent. So, I need to list the available agents. I go through the API docs and I didn’t find anything regarding agent availability.
Could you please check on this and get back to me?
We have an API that will list all agents who are online, and online on intelliassign(Auto Assign Feature) of Freshchat. The API also supports a group filter in case you want to check for agents in a particular group.
if based on skill an agent can take 3 conversations which is configured in freshchat dashboard. but still agent api showing status as available for that agent.
Say there two agents agent 1 already engaged with 3 conversations and agent 2 is free but still agent api giving Status of both the agents are available. so how client application understand to whom to assign the conversation