Create Update Engagement

Engagement or CJ's touchpoint

Engagement Represents a resource of the Contact Center being allocated. Engagements can be assigned to one or many Conversations.
This way creating Engagement , updating Engagement and appending Identifiers to Engagement WILL NOT be routed to an Agent or not affect AXP's Digital workflow and exist solely within a Customer Journey for historical purposes.

Create an Engagement

A privileged user can create new engagement through the Create Engagement API.

The following is an example of a payload to create a new engagement with the id,startDate,identifiers as required fields.

{
  "id": "8203ddec-f266-4d1c-9cc4-a544937bf736",
  "startDate": "2024-02-16T18:00:00.002Z",
  "identifiers": {
    "phoneNumbers": [
      "0123456789"
    ],
    "emailAddresses": [
      "[email protected]"
    ]
  }
}

An example response to this payload would be 202 accepted.

Update an Engagement

It is possible to update any of the properties of an Engagement after it has been created, this is useful in cases where you need to make a correction.

The following is an example of a payload to update an existing Engagement's properties by its id via the Update Engagement API. Only required field for updating Engagement is timestamp.

{
  "timestamp": "2023-02-16T17:48:21.002Z",
  "identifiers": {
    "phoneNumbers": [
      "019 718 0171"
    ],
    "emailAddresses": [
      "[email protected]"
    ]
  }
}

An example response to this payload would be 202 accepted.

Append Identifiers to an Engagement

To append an Identifiers like phoneNumbers, emailAddresses and accountIdsto an Engagement

The following is an example of a payload to append identifiers via the Append Identifiers API.

{
  "identifiers": {
    "phoneNumbers": [
      "019 718 0171"
    ],
    "emailAddresses": [
      "[email protected]"
    ]
  }
}

An example response to this payload would be 202 accepted.