Forwarding Slots

Forwarding slots define how the AI agent routes calls to the right person. Each slot handles specific case types and has up to 3 priority levels for fallback routing.

How routing works

The AI agent identifies the caller’s issue during the conversation
It matches the issue to a slot via the cases field
The agent tries the Priority 1 contact first
If unavailable, falls back to Priority 2, then Priority 3
If all contacts fail, the agent handles the call based on its configuration

Data model

Field	Type	Description
`id`	uuid	Slot identifier
`slotnummer`	string	Two-digit slot number (`"01"`, `"02"`, etc.)
`cases`	string	Comma-separated case types (e.g., `"Billing, Payments"`)
`slot_belegung`	string	Name of the person assigned to this slot
`prioritaet_1`	string	Primary contact (phone number or name)
`prioritaet_2`	string	Secondary fallback contact
`prioritaet_3`	string	Tertiary fallback contact
`agent_id`	uuid	Parent agent

Endpoints

List forwarding slots

GET /v1/agents/{agentId}/forwarding-slots

Permission: forwarding:read | Pagination: no (returns all, ordered by slot number)

Create forwarding slot

POST /v1/agents/{agentId}/forwarding-slots

Permission: forwarding:write Required fields: slotnummer, cases

curl -X POST -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{
    "slotnummer": "01",
    "cases": "Rechnungsfragen, Zahlungsprobleme",
    "slot_belegung": "Max Mustermann",
    "prioritaet_1": "+491701234567",
    "prioritaet_2": "+491709876543"
  }' \
  "$TP_BASE/agents/{agentId}/forwarding-slots"

Update forwarding slot

PATCH /v1/agents/{agentId}/forwarding-slots/{slotId}

Permission: forwarding:write

Delete forwarding slot

DELETE /v1/agents/{agentId}/forwarding-slots/{slotId}

Permission: forwarding:write | Returns 204 No Content

Replace all forwarding slots (bulk)

PUT /v1/agents/{agentId}/forwarding-slots

Permission: forwarding:write Replaces all existing slots with the provided list in a single operation. Existing slots are deleted first. Use this for bulk synchronization from external systems.

curl -X PUT -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{
    "slots": [
      {
        "slotnummer": "01",
        "cases": "Rechnungsfragen",
        "slot_belegung": "Max Mustermann",
        "prioritaet_1": "+491701234567"
      },
      {
        "slotnummer": "02",
        "cases": "Technischer Support",
        "slot_belegung": "Erika Musterfrau",
        "prioritaet_1": "+491705555555",
        "prioritaet_2": "+491706666666"
      }
    ]
  }' \
  "$TP_BASE/agents/{agentId}/forwarding-slots"

Response includes replaced_count — the number of previous slots that were removed:

{
  "data": [ ... ],
  "replaced_count": 3
}

Best practices

Use PUT for full sync from external systems, POST/PATCH/DELETE for individual changes
Slot numbers should be sequential two-digit strings: "01", "02", "03"
Keep cases descriptive — the AI uses this text to match caller issues

Agents — Parent resource
Employees — People referenced in slot priorities
Forwarding Slots — Dashboard UI guide

API Resources

Guides

Code Examples

How routing works

Data model

Endpoints

List forwarding slots

Create forwarding slot

Update forwarding slot

Delete forwarding slot

Replace all forwarding slots (bulk)

Best practices

​How routing works

​Data model

​Endpoints

​List forwarding slots

​Create forwarding slot

​Update forwarding slot

​Delete forwarding slot

​Replace all forwarding slots (bulk)

​Best practices

​Related resources

How routing works

Data model

Endpoints

List forwarding slots

Create forwarding slot

Update forwarding slot

Delete forwarding slot

Replace all forwarding slots (bulk)

Best practices

Related resources