ContactHandler

public enum ContactHandler : String, Equatable, Sendable

The party currently responsible for handling a contact.

A contact starts out held by whichever party the channel is configured to engage first. While an automated bot holds it, the customer is not queued for a human agent - there is no position in queue to report. Once the bot hands the conversation over, the handler becomes cxone and the regular routing rules apply again.

The platform only reports a handler on channels where the capability is enabled, which is why contactHandler is optional.

  • The contact is handled by CXone routing - it is queued for, or assigned to, a human agent.

    Declaration

    Swift

    case cxone

  • The contact is handled by the Cognigy bot.

    Declaration

    Swift

    case cognigy

  • The contact is handled by a party this version of the SDK does not recognize.

    Treat it as not cxone - the contact is being served by something other than CXone routing.

    Declaration

    Swift

    case unknown