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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.

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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 contact first
  4. If unavailable, falls back to Priority 2, then Priority 3
  5. If all contacts fail, the agent handles the call based on its configuration

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Data model

FieldTypeDescription
iduuidSlot identifier
slotnummerstringTwo-digit slot number ("01", "02", etc.)
casesstringComma-separated case types (e.g., "Billing, Payments")
slot_belegungstringName of the person assigned to this slot
prioritaet_1stringPrimary contact (phone number or name)
prioritaet_2stringSecondary fallback contact
prioritaet_3stringTertiary fallback contact
agent_iduuidParent agent

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Endpoints

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List forwarding slots

GET /v1/agents/{agentId}/forwarding-slots
Permission: forwarding:read | Pagination: no (returns all, ordered by slot number)

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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"

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Update forwarding slot

PATCH /v1/agents/{agentId}/forwarding-slots/{slotId}
Permission: forwarding:write

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Delete forwarding slot

DELETE /v1/agents/{agentId}/forwarding-slots/{slotId}
Permission: forwarding:write | Returns 204 No Content

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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
}

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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