Route an unassigned ticket through an ACD queue to a blended agent
Omnichannel ACD bridge: routes a digital work item (email / ticket) through an existing ACD queue to a blended agent, reusing the SAME machinery as voice — the queue’s skill-based routing + proficiency floor, the live acd_queue_members agent-state machine (only available agents are eligible, so an agent on a call or in wrap-up is skipped), and the blended omnichannel load score (a chat-saturated agent is not piled on). The lowest-load eligible agent wins; when every eligible agent is overloaded the picker falls back to the least-loaded one so a work item is never stranded. When predictive routing is enabled for the tenant, work items in the treatment bucket are instead ranked by predicted CSAT + handle time + headroom (the arm field reports predictive vs baseline for A/B comparison). On success the ticket is assigned and the queue linkage is stamped into ticket metadata. 200 returns the updated ticket + routing telemetry; 404 on missing ticket OR unknown queue; 409 when the ticket is already assigned OR the queue has no eligible agent right now; 422 on validation failure.
Authorizations
Dashboard JWT token from Clerk
Headers
Stripe-style idempotency token. Pass a stable, client-generated value (1-255 chars) to dedupe retries on transient timeouts. The same key+credential+path replays the original response for 24h on 2xx (5min on 4xx, 30s on 5xx). Returns 409 if a concurrent request with the same key is already in flight; replayed responses include the Idempotency-Replay: true response header.
1 - 255Sandbox opt-in for Clerk-session-authenticated requests. Set to true to route the call through the test-mode pipeline: no real provider delivery, no credits deducted, response meta.test_mode: true. Ignored for live API keys (dv_live_sk_*) — server-to-server clients must use a test-prefixed key (dv_test_sk_*) to exercise sandbox. Test-prefixed keys unconditionally enable sandbox regardless of this header.
true, false Path Parameters
Response
Successful response.