Error

A valid request URL is required to generate request examples

{
  "success": true,
  "data": {
    "rules": [
      {
        "when": {
          "explicitRequest": "sales",
          "channelIn": [
            "chat"
          ]
        },
        "routeTo": "external:dest_7a2c",
        "ackMessage": "Connecting you to our sales team now."
      },
      {
        "when": {
          "humanRequest": true,
          "businessHours": false
        },
        "routeTo": "email:afterhours@example.com"
      }
    ],
    "fallback": {
      "routeTo": "email:support@example.com",
      "visitorMessage": "Our team will follow up by email shortly."
    },
    "warnings": [
      "External-agent routing requires a Starter plan or higher; on PAYG these rules are skipped at runtime."
    ]
  }
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

Escalation

Replace an agent's escalation policy (writes the DRAFT)

Replace the agent’s escalation policy. Writes the DRAFT agent config; publish freezes it into the compiled config (the tester exercises the draft, live traffic uses the published copy). Validated at write AND re-validated at runtime: every external:<destinationId> route must point to an OWNED destination that is active, whose AI-Harness integration is connected, and whose allowedChannels superset the rule’s channels; an sms-channel rule additionally requires the org’s 10DLC/TCR campaign ACTIVE. The reserved LLM-classifier conditions (intent_in / confidence_gte / sentiment) are rejected with 422 unsupported_condition. The PAYG plan gate is a non-blocking WARNING here (save is allowed); it is enforced at runtime (external rules are skipped on PAYG). Each rule’s routeTo (and the fallback’s) uses the ref grammar external:<destinationId> | email:<address> | queue:<id>.

PUT

agents

{id}

escalation-policy

Error

A valid request URL is required to generate request examples

{
  "success": true,
  "data": {
    "rules": [
      {
        "when": {
          "explicitRequest": "sales",
          "channelIn": [
            "chat"
          ]
        },
        "routeTo": "external:dest_7a2c",
        "ackMessage": "Connecting you to our sales team now."
      },
      {
        "when": {
          "humanRequest": true,
          "businessHours": false
        },
        "routeTo": "email:afterhours@example.com"
      }
    ],
    "fallback": {
      "routeTo": "email:support@example.com",
      "visitorMessage": "Our team will follow up by email shortly."
    },
    "warnings": [
      "External-agent routing requires a Starter plan or higher; on PAYG these rules are skipped at runtime."
    ]
  }
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

{
  "type": "about:blank",
  "title": "<string>",
  "status": 123,
  "detail": "<string>",
  "instance": "<string>",
  "code": "<string>",
  "errors": [
    {
      "field": "<string>",
      "message": "<string>"
    }
  ]
}

Authorizations

Authorization

string

header

required

Flowyte secret API key (Authorization: Bearer flowyte_sk_live_…). Scope-gated; is scoped to your organization — a key can never reach another tenant. The listed scopes in each operation's apiKey requirement are the scopes that key must hold. The tokenUrl is nominal: keys are minted in the dashboard.

Path Parameters

string

required

The agent id whose escalation policy you are reading or replacing (the same id returned by createAgent / listAgents).

Body

application/json

A per-agent ordered escalation routing policy (deterministic, no LLM). The first rule whose conditions match AND whose route can be satisfied wins; a matched rule whose runtime gate fails falls through to the next rule, then the fallback, then the existing support handoff.

rules

object[]

Show child attributes

fallback

object

Show child attributes

Response

The saved policy (with any advisory warnings).

success

boolean

required

data

object

required

Show child attributes

message

string

errors

object[]

Show child attributes

Get an agent's escalation policy List activity logs

Using the API

Endpoints

Replace an agent's escalation policy (writes the DRAFT)

Authorizations

Path Parameters

Body

Response