Using conditions

You can define a condition in your request handling by using Python. The request will only be sent out if the condition is met. You can add comments to your conditions by using the # character.

The condition can be, for example:

language restriction: POST request will only be sent if the conversation's language is either Finnish or English
```
{
   "request": {
      "method": "POST",
      "condition": "contact.get_language().lower() in ('en', 'fi')"
   }
}
```
prevent PUT request from being sent if the conversation has been created less than ten minutes ago
```
{
   "request": {
      "method": "PUT",
      "condition": "contact.get_seconds_since_created() >= 600"
   }
}
```

send a GET request randomly


{
   "request": {
      "method": "GET",
      "condition": "random.randrange(1, 10000) % 2 == 0 #Sends the request when a pseudo-random integer from range 1..10000 is an even number"
   }
}

Note:

This includes a comment after the # character.

Table 1. Functions, modules, and objects available for use in conditions
Item	Type	Description	Examples
contact	object	Real-time contact data	See table Referring to contact and event data in conditional request configuration below.
event	object	Real-time event data	See table Referring to contact and event data in conditional request configuration below.
builtins	various	Set of basic functions and types	See Python's built-in functions (3.12)
datetime	module	Basic date and time types	See Python's `datetime` module (3.12)
json	module	JSON encoder and decoder	See Python's `json` module (3.12)
random	module	Generate pseudo-random numbers	See Python's `random` module (3.12)
re	module	Regular expression operations	See Python's `re` module (3.12)
time	module	Time access and conversions	See Python's `time` module (3.12)

Table 2. Referring to contact and event data in conditional request configuration
Property	Python data type	Syntax	Examples
Channel type	str	contact.get_channel_type()	If the conversation uses the chat channel: `contact.get_channel_type() == 'chat'`
Channel subtype	str \| None	contact.get_channel_sub_type()	If the conversation's channel subtype is other than SMS: `contact.get_channel_sub_type() != 'sms'`
Direction	str	contact.get_direction()	If the conversation is inbound: `contact.get_direction() == 'inbound'` Note: It's recommended to select the direction in the configuration rather than define it in a condition.
ID	str	contact.get_id()	-
Group ID	str	contact.get_guid()	-
Creation timestamp Wrap-up start timestamp (in Closed event)	str	contact.get_created()	If the conversation was created during certain UTC hours: `contact.get_created()[11:13] in ('09', '12', '15')`
Seconds elapsed since the contact was created	float	contact.get_seconds_since_created()	If the conversation's lifetime (at the time of the triggering event) is longer or equal to one minute: `contact.get_seconds_since_created() >= 60`
Language	str	contact.get_language()	If the conversation's language is either English or Finnish: `contact.get_language().lower() in ('en', 'fi')`
Priority	int	contact.get_priority()	If the conversation's priority value is less than or equal to 100: `contact.get_priority() <= 100`
Skills	list \| None	contact.get_skills()	If the conversation has no skill requirements: `contact.get_skills() is None` If the conversation has at least one skill requirement: `contact.get_skills() is not None` If the conversation has two or more skill requirements, taking into account that the conversation's skills may be None: `len(contact.get_skills or []) >= 2` If the conversation has one or more skill requirements of level 4 or higher: `(cs := contact.get_skills()) is not None and max([s['value'] for s in cs]) >= 4` If the conversation has a skill requirement named English: `'English' in (s.get('name') for s in (contact.get_skills() or []))`
Current queue	dict \| None	contact.get_queue()	If the conversation has no current queue set: `contact.get_queue() is None` If the conversation has a current queue set: `contact.get_queue() is not None` If the conversation's current queue extension address equals chat.queue.fi@acme.com, taking into account that the conversation's current queue may be None: `(contact.get_queue() or {}).get('address') == 'chat.queue.fi@acme.com'`
Forwarding queue	dict \| None	contact.get_forwarding_queue()	If the conversation has no forwarding queue set: `contact.get_forwarding_queue() is None` If the conversation has a forwarding queue set: `contact.get_forwarding_queue() is not None` If the conversation has been forwarded from queue address chat.queue.fi@acme.com, taking into account that the conversation's forwarding queue may be None: `(contact.get_forwarding_queue() or {}).get('address') == 'chat.queue.fi@acme.com'`
Current agent	dict \| None	contact.get_agent()	If the conversation has no current agent set: `contact.get_agent() is None` If the conversation has current agent set: `contact.get_agent() is not None` If the conversation has a current agent with chat address agent@acme.com: `(contact.get_agent() or {}).get('chat_address') == 'agent@acme.com'`
Preferred agent	dict \| None	contact.get_preferred_agent()	See Current agent above.
Required agents	list \| None	contact.get_required_agents()	If the conversation has no required agents set: `contact.get_required_agents() is None` If the conversation has at least one required agent set: `contact.get_required_agents() is not None` If the conversation has two or more required agents set, taking into account that the conversation's required agents may be None: `len(contact.get_required_agents() or []) >= 2` If the conversation has an agent with chat address agent@acme.com set as one of the required agents, taking into account that the conversation's required agent may be None: `'agent@acme.com' in (a.get('chat_address') for a in (contact.get_required_agents() or []))`
Transferring agent	dict \| None	contact.get_transferring_agent()	See Current agent above.
Source	str	contact.get_source_address()	If the conversation has originated from a Finnish phone number: `contact.get_source_address().startswith('+358')`
Destination	str	contact.get_destination_address()	If the conversation is arriving to queue address chat.queue.en@acme.com or chat.queue.fi@acme.com: `contact.get_destination_address() in ('chat.queue.en@acme.com', 'chat.queue.fi@acme.com')`
External destination	str	contact.get_external_destination_address()	If the call has been forwarded or transferred to a PSTN number registered to the Uusimaa region in Finland, taking into account that the conversation's external destination address may be None: `(contact.get_external_destination_address() or '').startswith('+3589', '09')`
CAD	dict \| None	contact.get_attached_data()	If the conversation has the same value in key my-string-key as in string my-string-value on root level of CAD, taking into account that CAD could be None: `(contact.get_attached_data() or {}).get('my-string-key') == 'my-string-value'` If the conversation has the value of key my-numeric-value greater than 100, taking into account that the value is expected to be stored in CAD under path record/fields and that either the whole CAD or one/all of the sub-levels of the CAD could be None: `(contact.get_attached_data() or {}).get('record', {}).get('fields', {}).get('my-numeric-value', 0) > 100`
CAD	Any	contact.get_attached_data_value('<key-name>'[, <default-return-value>])	If the conversation has the same value in key my-string-key as in string my-string-value on root level of CAD: `contact.get_attached_data_value('my-string-key') == 'my-string-value'` If the conversation does not have my-string-key on root level of CAD, return default value: `contact.get_attached_data_value('my-string-key', 'default-value') == 'default-value'`
Supported for email only
Case ID	str \| None (can be None only for conversations from other channels than email)	contact.get_case_id()	If the email conversation has a case ID that is an even number: `int(contact.get_case_id() or '1') % 2 == 0`
To addresses	list \| None	contact.get_to_addresses()	If the email conversation has multiple To addresses: `len(contact.get_to_addresses() or []) > 1` If the email conversation has address email.queue@acme.com in its list of To addresses: `'email.queue@acme.com' in (contact.get_to_addresses() or [])`
Cc addresses	list \| None	contact.get_cc_addresses()	See To addresses.
Subject	str \| None	contact.get_subject()	If the email conversation has a subject indicating that it is a reply message (in English or Finnish): `(contact.get_subject() or '').lower()[:3] in ('re:', 'vs:')`
Body	str \| None	contact.get_body()	If the email conversation either has no body text or body text that is a maximum of 500 characters: `(body := contact.get_body()) is None or len(body) <= 500`
Supported only for campaign calls
Outbound campaign ID	str \| None	contact.get_campaign_id()	If the campaign call is related to campaign with ID A2497527E637480F8F698CCAC40EFD4C: `contact.get_campaign_id() == 'A2497527E637480F8F698CCAC40EFD4C'`
Outbound campaign customer ID	str \| None	contact.get_campaign_customer_id()	If the campaign call is related to customer with ID FD39EABEC7804148AB80CC5BE3028E26: `contact.get_campaign_customer_id() == 'FD39EABEC7804148AB80CC5BE3028E26'`
Outbound campaign classifier ID	str \| None (can be None only when classification is not done by an agent from a call result list)	contact.get_campaign_classifier_id()	If the campaign call has been classified using classifier with ID A5EB6A0B8B38EB11AA47027E1B397C3D: `contact.get_campaign_classifier_id() == 'A5EB6A0B8B38EB11AA47027E1B397C3D'`
Outbound campaign classifier	str \| None (can be None only when classification is not done by an agent from a call result list or not defined in IVR configuration)	contact.get_campaign_classifier()	If the campaign call has been classified using a classifier whose text value is not Busy or No Answer: `contact.get_campaign_classifier() not in ('Busy', 'No Answer')`
Outbound campaign call result	str \| None	contact.get_campaign_call_result()	If the campaign call has been classified using a classifier whose technical call result value is WRONG_PERSON or WRONG_NUMBER: `contact.get_campaign_call_result() in ('WRONG_PERSON', 'WRONG_NUMBER')`
Outbound campaign customer result	str \| None	contact.get_campaign_result()	If the campaign call's technical customer result value is CALL or REDIAL: `contact.get_campaign_result() in ('CALL', 'REDIAL')`
Outbound campaign dialer type	str \| None	contact.get_campaign_dialer_type()	If the campaign call's campaign uses dialer type QueueDialer: `contact.get_campaign_dialer_type() == 'QueueDialer'`
Outbound campaign dialing mode	str \| None	contact.get_campaign_dialing_mode()	If the campaign call's campaign uses dialing mode Preview or Predictive: `contact.get_campaign_dialing_mode() in ('Preview', 'Predictive')`
Event data
Event type name	str	event.type	If the conversation uses the chat channel and has event allocated or rejected: `event.type not in ('allocated', 'rejected') or contact.get_channel_type() == 'chat'` Note: It's recommended to select the event(s) in the configuration rather than define them in a condition.
Event timestamp	float	event.timestamp	If the event occurs within the specified UTC hour range (08-16): `8 <= datetime.datetime.fromtimestamp(event.timestamp).hour <= 16` If the event occurs on even minutes: `datetime.datetime.fromtimestamp(event.timestamp).minute % 2 == 0`

Table 3. Queue status data

Note:
The value can only be None if the contact object is not related to an inbound queue.
Description	Python data type	Syntax
Returns True if the queue is available, False otherwise An available queue: is open according to its service times is not full has serving agents does not use instant forwarding if it's a phone queue	bool \| None	queue.is_available() For example, to check if the queue is available: `queue.is_available() is True`
Returns True if the queue is open according to its service times, False otherwise	bool \| None	queue.is_open() For example, to check if the queue is closed: `queue.is_open() is False`
Returns the number of contacts in the queue, including contacts accepted by agents	int \| None	queue.get_num_contacts_all() For example, to check if the number is greater than 50: `queue.get_num_contacts_all() > 50`
Returns the number of contacts per agent in the queue, including contacts accepted by agents	float \| None	queue.get_num_contacts_all_per_agent() For example, to check if the number is greater than 1: `queue.get_num_contacts_all_per_agent() > 1`
Returns the number of contacts in the queue, excluding contacts accepted by agents	int \| None	queue.get_num_contacts_waiting() For example, to check if the number is greater than or equal to 10: `queue.get_num_contacts_waiting() >= 10`
Returns the number of contacts per agent in the queue, excluding contacts accepted by agents	float \| None	queue.get_num_contacts_waiting_per_agent() For example, to check if the number is greater than or equal to 5: `queue.get_num_contacts_waiting_per_agent() >= 5`
Returns the total number of agents serving in the queue, regardless of status	int \| None	queue.get_num_agents_all() For example, to check if the number is equal to 0: `queue.get_num_agents_all() == 0`
Returns the number of agents serving in the queue with Waiting status	int \| None	queue.get_num_agents_waiting() For example, to check if the number is less than 5: `queue.get_num_agents_waiting() < 5`
Returns the number of agents serving in the queue with Talking status For phone queues only. For other queue types, this is expected to always return 0.	int \| None	queue.get_num_agents_talking() For example, to check if the number is equal to 0: `queue.get_num_agents_talking() == 0`
Returns the number of agents serving in the queue with Not ready status	int \| None	queue.get_num_agents_not_ready() For example, to check if the number is not equal to 0: `queue.get_num_agents_not_ready() != 0`
Returns the number of agents serving in the queue with Paused status An agent is Paused when their profile is of type Absence.	int \| None	queue.get_num_agents_paused() For example, to check if the number is greater than 5: `queue.get_num_agents_paused() > 5`
Returns the maximum current contact waiting time (in seconds) for the queue	int \| None	queue.get_contact_wait_time_max() For example, to check if the number is greater than 600: `queue.get_contact_wait_time_max() > 600`
Returns the average current contact waiting time (in seconds) for the queue	int \| None	queue.get_contact_wait_time_avg() For example, to check if the number is greater than 300: `queue.get_contact_wait_time_avg() > 300`
Returns the estimated current contact waiting time (in seconds) for the queue	int \| None	queue.get_contact_wait_time_est() For example, to check if the number is greater than 200: `queue.get_contact_wait_time_est() > 200`