Change Status to Unavailable

This API changes the status of an Available agent to Unavailable or changes the unavailability reason for an already unavailable agent.

This endpoint requires the Agent Impersonator role.

URL

POST: https://[base-url]/{applicationId}/agents/{userId}/actions/becomeUnavailable

Headers

Authorization: Bearer <accessToken>

Request Body

• unavailabilityReason: One of the following values: Other | Break | Meeting | BackOfficeWork.

• unavailabilityDescription (text, max 200 chars): A free-text description of the unavailability reason. Required when unavailabilityReason is "Other".

• backOfficeTaskId (GUID): The ID of a back-office task.

  Required when unavailabilityReason is "BackOfficeWork".

Response

Success -> 200

"Track Agent Status" is disabled for the organization --> 403

The agent status is not "Unavailable" --> 409, 3304

The agent status is not "Available" or "Unavailable" --> 409, 3303 "Invalid user status"