Forwarding Slots

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How routing works

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

• the name of a transfer tool of the agent, transfer_to_<name> (lowercase, umlauts as ae/oe/ue, everything else as _, e.g. transfer_to_melanie_bender) — the agent transfers the call to that employee if they are available
• a plain text the agent reads out instead of transferring, e.g. Allgemeines Postfach or Rückruf vereinbaren -> Allgemeines Postfach — the caller is offered a callback

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Data model

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Endpoints

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List forwarding slots

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

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Create forwarding slot

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

curl -X POST -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{
    "slotnummer": "01",
    "cases": "Rechnungsfragen, Zahlungsprobleme",
    "slot_belegung": "transfer_to_max_mustermann",
    "prioritaet_1": "transfer_to_max_mustermann",
    "prioritaet_2": "Rückruf vereinbaren -> Allgemeines Postfach"
  }' \
  "$TP_BASE/agents/{agentId}/forwarding-slots"

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Update forwarding slot

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

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Delete forwarding slot

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

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Replace all forwarding slots (bulk)

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

curl -X PUT -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{
    "slots": [
      {
        "slotnummer": "01",
        "cases": "Rechnungsfragen",
        "slot_belegung": "transfer_to_max_mustermann",
        "prioritaet_1": "transfer_to_max_mustermann",
        "prioritaet_2": "Rückruf vereinbaren -> Allgemeines Postfach"
      },
      {
        "slotnummer": "02",
        "cases": "Technischer Support",
        "slot_belegung": "transfer_to_erika_musterfrau",
        "prioritaet_1": "transfer_to_erika_musterfrau",
        "prioritaet_2": "transfer_to_max_mustermann"
      }
    ]
  }' \
  "$TP_BASE/agents/{agentId}/forwarding-slots"

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

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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
• Use transfer_to_<name> only for employees that exist on the agent with a matching name (see Tools for transfer tools); anything else is read out as text

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Related resources

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