DequeueContactAndTransferToQueue

This action is a combination of a "Dequeue" action and a "TransferContactToQueue" action. This means that a contact in a queue is removed from the queue, a new contact segment is created with the existing contact as its previous contact, and the new contact is placed into the specified queue (referred to as "Queue-to-queue transfer"). If this contact has not been queued, is actively being joined to an agent, or has been routed to an agent, this action fails.

Parameter object

{
    "QueueId": [Optional] A queue ID or queue ARN. If AgentId is specified, this may not be specified. Must be either fully statically defined or a single, valid JSONPath identifier.
    "AgentId": [Optional] An agent ID or agent ARN, representing an agent queue. If QueueId is specified, this may not be specified. Must be either fully statically defined or a single, valid JSONPath identifier.
}
            

Results and conditions

None.

Errors

• QueueAtCapacity - if the destination queue is at capacity and the contact cannot be queued within it.

• NoMatchingError - if no other Error matches.

Restrictions

This action is only supported in the customer queue flow. It is not supported in any other type of flow.

Corresponding block in the UI

Maps to Transfer to queue block but only when used in a Customer queue flow.