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Examples
See configuration and JSON code examples of using EDI in various situations.
Check queue availability when a conversation is received
In this example, we'll check if the destination queue of the conversation is closed or has no serving agents. In this case, we'll transfer the conversation to an overflow queue.

Examples
See configuration and JSON code examples of using EDI in various situations.
- Fetch data from an external system and show it to the agent
  In this example, we'll fetch customer data from an external system that can be, for example, a customer data platform (CDP) or customer relationship management (CRM) system.
- Listen to conversation lifecycle events
  In this example, we'll listen to conversation lifecycle events and receive conversation data from Sinch Contact Pro by using a webhook.
- Control the routing of conversations
  In this example, we'll route a conversation based on the following data:
- Send a customer a satisfaction (CSAT) survey
  In this example, we'll send a customer a satisfaction survey after a WhatsApp conversation is over.
- Fetch customer data and use it on set operations based on a condition
  In these examples, we'll fetch customer data from an external RESTful web service and set a preferred / required agent, queue, or priority based on a condition applied to the data.
- Analyzing an email with ChatGPT and saving the analysis as CAD
  In this example, we'll use ChatGPT to analyze an email message, suggest a draft reply, and save the result so the agent can see it in Communication Panel.
- Send a message to the customer after a campaign call
  In this example, we'll send a message to the customer after a campaign call.
- Check queue availability when a conversation is received
  In this example, we'll check if the destination queue of the conversation is closed or has no serving agents. In this case, we'll transfer the conversation to an overflow queue.

Check queue availability when a conversation is received

In this example, we'll check if the destination queue of the conversation is closed or has no serving agents. In this case, we'll transfer the conversation to an overflow queue.

Queue availability check is supported for all channel types but this example is for chat.

For this integration, you'll need to configure the following:

Endpoint URL: edi://echo
Conversation Direction: You can only use this example for inbound conversations.
Events: Received
Queues: Use the destination queue of the conversation.

JSON for Configuration:

To set the queue for the conversation as chat.overflow@sap.com if the destination queue of the conversation is either closed or has no serving agents:

{
  "request": {
    "condition": "queue.is_available() is False  # move to overflow queue if primary queue is closed, or there are no serving agents",
    "method": "POST",
    "body": {
      "address": "chat.overflow@acme.com"
    }
  },
  "response": {
    "set": {
      "queue": {
        "address": "{response.body.content.address}"
      }
    }
  }
}

To use the service time schedule of another queue and set the queue for the conversation as chat.overflow@sap.com if the other queue is closed:

{
  "request": {
    "condition": "queue.is_open('schedule@internal') is False  # move to overflow queue if service schedule queue is closed",
    "method": "POST",
    "body": {
      "address": "chat.overflow@acme.com"
    }
  },
  "response": {
    "set": {
      "queue": {
        "address": "{response.body.content.address}"
      }
    }
  }
}