For those re-queuing cases, you can set participant attributes on the conversation prior to transfer, then use an in-queue flow to read those attributes and use the set skills step to assign the appropriate skills.

The reason there isn't an API endpoint for setting skills outside of a call that's in queue is because skills are not an attribute of the call itself; they're an attribute of the request to the queue to route the conversation. That's pedantic, but it matters because of how the skill assignment ends up being expressed and handled in the platform.

Submitting an idea to attach the desired skills to the transfer request would be a nice timesaver though.

Hi Tim,

Here are a couple of examples of the use case:
The caller selects the wrong queue and ends up with an agent. That agent needs to transfer the call to another queue but will need to assign certain skills so that the caller gets answered by the correct agent(s) in the new queue.

An agent helps a customer with their support case. Now the agent needs to transfer the customer to the accounting queue but the customer will require an agent in that queue with the appropriate state skill.

What's your use case for setting permissions via API when the conversation is not in queue? At what point are you trying to do this?

Bummer. Thanks for the quick response. I'll see what is on the ideas portal.

No. There is only this API endpoint, which can only be requested when the conversation is in queue.

Anthony_Gilio:

Anything that I can use that doesn't have that requirement?

Anything that I can use that doesn't have that requirement?