Presence API

Overview

The Presence API is a synchronous API that allows you to programmatically access the agent status whenever there's a change in presence.

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Use Case

Considering a scenario where a company has different systems/tools used by their agents to support customers, it’s important that the status of the user is synchronized among the different systems. With the Presence API, this company can know that the agent is busy in Talkdesk and signal its status to the other systems, so that no more work is routed to this agent. It’s also possible to signal to Talkdesk that the agent is busy in other systems so that Talkdesk doesn’t route any work to this agent.

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Accessing User Presence

Authentication

Usage

The Presence API allows retrieving a single agent presence status (any agent for the given account).

• Accessing user presence
• Subscribe to user status
• Update user presence status
• Change user occupancy

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API Availability

The Presence API is only available for customers enrolled in Talkdesk's Early Access (EA) program.
To enter the EA program, contact a Customer Success Manager.

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Supported Regions and Base URLs

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.