I’m trying to kick off an outbound call on behalf of a specific agent using the Conversations API. The goal is to have the system dial out and ring the agent’s softphone once the customer answers, basically acting like a manual dial but triggered via code.
Here’s the payload I’m sending to POST /api/v2/conversations/calls:
{
"from": {
"id": "12345678-1234-1234-1234-123456789abc"
},
"to": [
{
"id": "+15551234567",
"type": "phone"
}
],
"routing": {
"type": "agent",
"agent": {
"id": "87654321-4321-4321-4321-cba987654321"
}
}
}
The from ID is a valid phone number resource from our routing configuration. The agent ID is definitely active and currently in the Available state. I’ve double-checked the permissions on the OAuth token, and it includes conversation:read and conversation:write.
The response comes back immediately with a 400 Bad Request. The error message is pretty vague:
{
"code": "badRequest",
"message": "Invalid input parameters",
"details": [
{
"code": "invalidParameter",
"message": "Routing configuration is invalid for call type"
}
]
}
I’ve tried swapping the routing type to queue with a valid queue ID, and that works fine. The call gets created, rings the agent, and connects. But the docs suggest agent routing should work for direct outbound calls initiated by an agent.
Is there a specific flag I’m missing in the body? Or does this endpoint actually require the call to be routed through a queue first, even if it’s just one agent? I can’t find any examples in the SDK docs that show agent routing working for outbound creation.