Explain routing priorities for a user

curl --request GET \
  --url https://demo.enneo.ai/api/mind/profile/{id}/routing \
  --header 'Authorization: Bearer <token>'

{
  "details": [
    {
      "routingPriority": 123,
      "id": 123
    }
  ]
}

Profile

Explain routing priorities for a user

Explain the ticket routing considering the routing priorities. Useful when a user wants to know why they are being pushed a certain ticket.

The response format is controlled by limit:

limit=1 (short format): returns {"details":[{"routingPriority":<int|string>,"id":<int>}]}. routingPriority is an integer when the ticket will be routed to this user, or a localized human-readable string reason when it will not. An empty details array means the ticket is not in the routing queue (closed, AI-only, or non-existent).
limit>1 or default (full format): returns full routing metadata including routingPriority (ordered ticket IDs), details (all fields), total, and query.

Permission: updateUserProfileSkills is required, EXCEPT for a single-ticket self-check — limit=1 + numeric q (ticket id) + own profile — where the permission check is bypassed.

GET

/

profile

/

{id}

/

routing

Explain routing priorities for a user

curl --request GET \
  --url https://demo.enneo.ai/api/mind/profile/{id}/routing \
  --header 'Authorization: Bearer <token>'

{
  "details": [
    {
      "routingPriority": 123,
      "id": 123
    }
  ]
}

Authorizations

Authorization

string

header

required

JWT-based authentication

Path Parameters

id

integer

required

The id of the profile to explain routing for

Query Parameters

ticketId

integer

If provided, explain routing relative to this ticket ID ("next" button). If omitted, explains routing for the earliest ticket.

id

integer

Scope the explain query to a single ticket via an exact t.id match. Used by the FE self-check on /ticket/{id}. Combined with limit=1 on your own profile this bypasses the updateUserProfileSkills permission.

q

string

Full-text search filter across ticket id, contractId, customerId and fulltext fields.

limit

integer

default:500

Maximum number of tickets to return. Defaults to 500. When set to 1, activates the short (stripped) response format.

Required range: 1 <= x <= 500

offset

integer

default:0

The number of items to skip

Required range: x >= 0

Response

Successful operation

Option 1
Option 2

Short format response (limit=1). Contains only details array with routingPriority and id per element. No total or query fields.

details

object[]

required

Show child attributes

Update specific profile

Get profile image

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