Developers

# Member Availability

The availability preferences of a member determine whether it is online for support operations. A member can be available when using the help desk application or based on a calendar schedule. Availability can also be forced to be offline, useful when a member is on vacation.

# The availability object

  • is_online boolean

    Whether the agent is online based on these availability preferences.

  • force_offline boolean

    Whether the availability is forced to offline mode.

  • while_in_app boolean

    Whether the availability should be online when the user is using the help desk application.

  • use_schedule boolean

    Whether to use the calendar schedule.

  • schedule object or null

    The calendar schedule object. The value is null if there are no schedule definitions.

    Show child attributes

    • schedule.[mon, tue, wed, thu, fri, sat, sun] object

      The schedule definition for the day specified.
      Show child attributes

      • schedule.[mon, tue, wed, thu, fri, sat, sun].from string

        The time when the user becomes available. Format: hh:mm, for example: 23:59.

      • schedule.[mon, tue, wed, thu, fri, sat, sun].to string

        The time when the user is no longer available. Format: hh:mm, for example: 23:59.

# The availability object

{
  "data": {
    "is_online": false,
    "force_offline": false,
    "while_in_app": true,
    "use_schedule": true,
    "schedule": {
      "mon": {
        "from": "08:00",
        "to": "16:00",
      },
      "tue": {
        "from": "08:00",
        "to": "16:00",
      },
      "wed": {
        "from": "08:00",
        "to": "16:00",
      },
      "thu": {
        "from": "08:00",
        "to": "16:00",
      },
      "fri": {
        "from": "08:00",
        "to": "16:00",
      }
    },
  }
}

# Retrieve availability

# Sample request

curl https://www.yourdomain.com/api/v1/accounts/1/memberships/1/preferences/availability \
  -H "Accept: application/json" \
  -H "Authorization: Bearer <access-token>" \
  -G

# Sample successful response

{
  "data": {
    "is_online": false,
    "force_offline": false,
    "while_in_app": true,
    "use_schedule": true,
    "schedule": {
      "mon": {
        "from": "08:00",
        "to": "16:00",
      },
      "tue": {
        "from": "08:00",
        "to": "16:00",
      },
      "wed": {
        "from": "08:00",
        "to": "16:00",
      },
      "thu": {
        "from": "08:00",
        "to": "16:00",
      },
      "fri": {
        "from": "08:00",
        "to": "16:00",
      }
    },
  }
}

# Update availability

  • force_offline boolean required

    Whether the availability is forced to offline mode.

  • while_in_app boolean required

    Whether the availability should be online when the user is using the help desk application.

  • use_schedule boolean required

    Whether to use the calendar schedule.

  • schedule object required if use_schedule=true

    The calendar schedule object. The value is null if there are no schedule definitions.

    Show child attributes

    • schedule.[mon, tue, wed, thu, fri, sat, sun] object

      The schedule definition for the day specified.
      Show child attributes

      • schedule.[mon, tue, wed, thu, fri, sat, sun].from string required

        The time when the user becomes available. Format: hh:mm, for example: 23:59.

      • schedule.[mon, tue, wed, thu, fri, sat, sun].to string required

        The time when the user is no longer available. Format: hh:mm, for example: 23:59.

# Sample request

curl https://www.yourdomain.com/api/v1/accounts/1/memberships/1/preferences/availability \
  --request PUT \
  -H "Accept: application/json" \
  -H "Authorization: Bearer <access-token>" \
  -d force_offline=false \
  -d while_in_app=true \
  -d use_schedule=true \
  -d schedule[sat][from]="08:00" \
  -d schedule[sat][to]="16:00"

# Sample successful response

{
  "data": {
    "is_online": false,
    "force_offline": false,
    "while_in_app": true,
    "use_schedule": true,
    "schedule": {
      "mon": {
        "from": "08:00",
        "to": "16:00",
      },
      "tue": {
        "from": "08:00",
        "to": "16:00",
      },
      "wed": {
        "from": "08:00",
        "to": "16:00",
      },
      "thu": {
        "from": "08:00",
        "to": "16:00",
      },
      "fri": {
        "from": "08:00",
        "to": "16:00",
      },
      "sat": {
        "from": "08:00",
        "to": "16:00",
      }
    },
  }
}

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