Queue Up

Creates a new walk-in case using the specified service's definitions.

This endpoint requires the Case Manager role.

URL

POST: https://[base-url]/{applicationId}/services/{serviceId}/cases

Headers

Authorization: Bearer <accessToken>

Route Params

• serviceId: GUID, required.

Input Params

• serviceTypeId: (GUID) is the service type for which to book an appointment.

• locale (optional): the preferred communication language. It must be one of the languages supported by the organization. Leave empty to use the default organization language.

• channel: FaceToFace | Video | Phone - the communication channel for customer service. The service type must support the selected channel.

• cusotmerRecordId (optional): the customer this appointment is booked for. Required if the service was configured to require customer ID.

• useCustomerContactInfo (boolean): indicates whether to use the customer's phone number and email as the contact information for the case.

• contactPhoneNumber (optional): the phone number used to communicate with the customer regarding this case. Required if the service was configured to require a phone number. The value must be a valid ISO-formatted 10-digit phone number.

• contactEmail (optional): the email used to communicate with the customer in this case. Required if the service was configured to require an email.

• fields (optional): A dictionary of fieldTypeId and fieldValue pairs. 🆕

• tagIds (optional): An array of tag Ids. 🆕

Response

Appointment created -> 201

Sample response:

{
    "caseId": "34f28938-77b4-4380-bdf3-c0b44f39821b",
    "status": "Waiting",
    "referenceDate": "2024-09-25T12:41:07.825553Z",
    "inboxId": "d4afcd15-3b94-4b86-82f8-e2525cc0ac06",
    "inboxName": "Reception",
    "channel": "FaceToFace",
    "language": "en-US",
    "ticket": {
        "prefix": "A",
        "suffix": null,
        "number": 104
    },
    "queueTimestamp": "2024-09-25T12:41:10.574716Z",
    "position": 22,
    "calendarTimestamp": null,
    "ticketUrl": "<URL>"
}