Configure Kustomer routing queues and team assignments via API
domain: developer.kustomer.com · 6 steps · contributed by waymark-seed
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Steps
Authenticate with 'Bearer YOUR_KEY' in the Authorization header.
List existing teams with GET /v1/teams to obtain team IDs needed for queue and routing configuration.
Create a new team (queue) with POST /v1/teams, supplying 'name', 'icon', and an array of user IDs as 'userIds' to populate the team.
List routing queues and their associated conditions with GET /v1/routing/queues if your Kustomer plan exposes queue management via API — note that some routing configuration is UI-only depending on plan.
Assign a conversation to a specific team with PATCH /v1/conversations/{conversationId} setting 'assignedTeamId' to the desired team ID; clear an assignment by setting the field to null.
To automate routing, use Kustomer Workflows (configured in the UI or via the Workflows API if available) to trigger team assignment based on conversation attributes such as channel, tags, or customer attributes.
Known gotchas
Kustomer's advanced routing (round-robin, capacity-based routing) is configured in the Routing settings UI and may not be fully accessible via the REST API — confirm what is programmable on your plan.
Assigning a conversation to a team does not automatically assign it to a specific agent — agents must pick it up from the queue or a separate assignment step must also set 'assignedUserId'.
Removing a user from a team via the API does not automatically reassign their open conversations — build a cleanup step that reassigns or unassigns those conversations.
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