Teams & Routing

The Teams API (v2) lets you organize support agents into teams, configure routing rules, and manage team membership.

List Teams

cURL

curl "https://apps.aurionai.net/api/v2/teams" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "data": [
    {
      "id": "team_789",
      "name": "Network Support",
      "description": "Handles VPN, firewall, and connectivity issues",
      "routing_method": "round_robin",
      "business_hours_id": "bh_001",
      "member_count": 5,
      "created_at": "2026-01-10T10:00:00Z"
    }
  ],
  "total": 4,
  "limit": 25,
  "offset": 0
}

Create Team

curl -X POST "https://apps.aurionai.net/api/v2/teams" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "VIP Support",
    "description": "Dedicated team for enterprise customers",
    "routing_method": "least_active",
    "business_hours_id": "bh_001"
  }'

Routing Methods:

Method	Description
`round_robin`	Distribute evenly across available agents
`least_active`	Assign to agent with fewest open conversations
`manual`	No auto-assignment — team lead assigns manually

Update Team

curl -X PATCH "https://apps.aurionai.net/api/v2/teams/team_789" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "routing_method": "least_active"
  }'

Team Members

List Members

curl "https://apps.aurionai.net/api/v2/teams/team_789/members" \
  -H "X-API-Key: ak_live_xxxx"

Add Member

curl -X PUT "https://apps.aurionai.net/api/v2/teams/team_789/members/user_012" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{"role": "member"}'

Team Roles:

Role	Permissions
`lead`	Manage members, configure team settings, view all team conversations
`member`	View and respond to assigned conversations

Remove Member

curl -X DELETE "https://apps.aurionai.net/api/v2/teams/team_789/members/user_012" \
  -H "X-API-Key: ak_live_xxxx"

Business Hours

Teams can be linked to business hour schedules. Conversations arriving outside business hours are queued until the team is available.

Get schedule

curl "https://apps.aurionai.net/api/v2/business-hours/schedule" \
  -H "X-API-Key: ak_live_xxxx"

Update schedule

curl -X PUT "https://apps.aurionai.net/api/v2/business-hours/schedule" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "timezone": "Europe/Brussels",
    "schedule": {
      "monday": {"start": "09:00", "end": "17:30"},
      "tuesday": {"start": "09:00", "end": "17:30"},
      "wednesday": {"start": "09:00", "end": "17:30"},
      "thursday": {"start": "09:00", "end": "17:30"},
      "friday": {"start": "09:00", "end": "16:00"},
      "saturday": null,
      "sunday": null
    }
  }'

Holidays

Add holiday exceptions to the business hours schedule:

curl -X POST "https://apps.aurionai.net/api/v2/business-hours/holidays" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Christmas Day",
    "date": "2026-12-25",
    "recurring": true
  }'

List holidays

curl "https://apps.aurionai.net/api/v2/business-hours/holidays?year=2026" \
  -H "X-API-Key: ak_live_xxxx"

On-Call Scheduling — On-call rotations and shift management
Conversations — Conversation routing and assignment
SLA Management — SLA policies linked to business hours
Automation & Workflows — Team assignment in automation actions

Required Scopes

Scope	Endpoints
`teams:read`	`GET /v2/teams`, `GET /v2/teams/:id/members`, `GET /v2/business-hours/*`
`teams:write`	`POST /v2/teams`, `PATCH /v2/teams/:id`, `PUT /v2/teams/:id/members/:user_id`, `PUT /v2/business-hours/*`

Teams & Routing

On this page