Teams & Routing

⚠️ Preview — not yet in the public API

The endpoints on this page are part of the AurionAI helpdesk and are currently accessible only through an authenticated dashboard session. They are not yet exposed through public API keys — a request authenticated with X-API-Key returns 403. Public API-key access is planned. The reference below documents the intended contract.

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?limit=50&offset=0" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Query parameters:

Parameter	Type	Default	Notes
`limit`	integer	`50`	Page size, `1`–`100`
`offset`	integer	`0`	Result offset
`search`	string	—	Filter by team name
`department`	string	—	Filter by department
`location`	string	—	Filter by location

Response:

{
  "items": [
    {
      "id": "team_789",
      "name": "Network Support",
      "description": "Handles VPN, firewall, and connectivity issues",
      "department": "Infrastructure",
      "location": "Brussels",
      "email": "network@example.com",
      "routing_method": "round_robin",
      "business_hours_id": "bh_001",
      "escalate_to_user_id": "user_345",
      "unassigned_timeout_minutes": 30,
      "member_count": 5,
      "created_at": "2026-01-10T10:00:00Z"
    }
  ],
  "total": 4,
  "limit": 50,
  "offset": 0
}

Get Team

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

Returns a single TeamV2 object, or 404 {"detail": "Team not found"} if the team does not exist.

Create Team

curl -X POST "https://apps.aurionai.net/api/v2/teams" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "VIP Support",
    "description": "Dedicated team for enterprise customers",
    "department": "Customer Success",
    "location": "Brussels",
    "email": "vip@example.com",
    "routing_method": "balanced",
    "business_hours_id": "bh_001",
    "escalate_to_user_id": "user_345",
    "unassigned_timeout_minutes": 30
  }'

Returns the created TeamV2 object with 201 Created. Only name (1–100 chars) is required; all other fields are optional. An invalid routing_method returns 400 {"detail": "Invalid routing_method. Allowed: ['balanced', 'manual', 'priority', 'round_robin']"}.

Routing Methods:

Method	Description
`balanced`	Default. Distribute work to keep agent load balanced
`round_robin`	Distribute evenly across available agents in rotation
`priority`	Assign by team-member `priority` order
`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: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "routing_method": "round_robin"
  }'

All fields are optional; only the fields you send are updated. Returns the updated TeamV2 object, or 404 {"detail": "Team not found"}.

Delete Team

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

Returns 204 No Content on success, or 404 {"detail": "Team not found"}.

Team Members

List Members

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

Returns an array of team-member objects:

[
  {
    "team_id": "team_789",
    "user_id": "user_012",
    "role": "member",
    "max_capacity": 0,
    "is_default": false,
    "priority": 0,
    "user_email": "agent@example.com",
    "user_name": "Alex Agent"
  }
]

Add / Update Member

curl -X PUT "https://apps.aurionai.net/api/v2/teams/team_789/members/user_012" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "role": "member",
    "max_capacity": 10,
    "is_default": false,
    "priority": 0
  }'

This upserts the member (adds them if absent, updates them if present). All body fields are optional and default as shown below.

Upsert body:

Field	Type	Default	Notes
`role`	string	`member`	One of `member` or `lead`. Any other value returns `422`.
`max_capacity`	integer	`0`	Max concurrent conversations (`0` = unlimited)
`is_default`	boolean	`false`	Mark this team as the user's default team
`priority`	integer	`0`	Ordering weight for the `priority` routing method

Team Roles:

Role	Notes
`lead`	Team lead
`member`	Regular team member

Error responses:

Status	Body	When
`422`	`{"detail": "Invalid team member role. Allowed: ['lead', 'member']"}`	`role` is not `member`/`lead`
`404`	`{"detail": "Team not found"}`	Team does not exist
`404`	`{"detail": "User not found"}`	Referenced user does not exist
`409`	`{"detail": "This user is already the default member of another team. ..."}`	`is_default=true` conflicts with another default team for the same user

Remove Member

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

Returns 204 No Content, or 404 {"detail": "Team member not found"}.

Business Hours

Teams can be linked to business-hour schedules via business_hours_id. Conversations arriving outside business hours are queued until the team is available. Schedules are a collection — a tenant can define multiple named schedules and mark one as the default.

List Schedules

curl "https://apps.aurionai.net/api/v2/business-hours?limit=50&offset=0" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Query parameters: limit (default 50, 1–100), offset (default 0).

Response:

{
  "items": [
    {
      "id": "bh_001",
      "name": "Standard Hours",
      "timezone": "Europe/Brussels",
      "is_default": true,
      "schedule": [],
      "holiday_count": 2,
      "created_at": "2026-01-10T10:00:00Z",
      "updated_at": "2026-01-10T10:00:00Z"
    }
  ],
  "total": 1,
  "limit": 50,
  "offset": 0
}

Get Schedule

curl "https://apps.aurionai.net/api/v2/business-hours/bh_001" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Returns the full schedule including its embedded holidays array, or 404 {"detail": "Business-hours schedule not found"}.

Create Schedule

The schedule is a list of per-weekday entries. Each entry has day_of_week (0=Monday … 6=Sunday), start_time / end_time (HH:MM strings, or null), and is_closed. name is required; timezone defaults to Europe/Paris.

curl -X POST "https://apps.aurionai.net/api/v2/business-hours" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Standard Hours",
    "timezone": "Europe/Brussels",
    "is_default": true,
    "schedule": [
      {"day_of_week": 0, "start_time": "09:00", "end_time": "17:30", "is_closed": false},
      {"day_of_week": 1, "start_time": "09:00", "end_time": "17:30", "is_closed": false},
      {"day_of_week": 2, "start_time": "09:00", "end_time": "17:30", "is_closed": false},
      {"day_of_week": 3, "start_time": "09:00", "end_time": "17:30", "is_closed": false},
      {"day_of_week": 4, "start_time": "09:00", "end_time": "16:00", "is_closed": false},
      {"day_of_week": 5, "start_time": null, "end_time": null, "is_closed": true},
      {"day_of_week": 6, "start_time": null, "end_time": null, "is_closed": true}
    ]
  }'

Returns the created schedule with 201 Created. Setting is_default: true when another default already exists returns 409 {"detail": "..."}.

Update Schedule

curl -X PATCH "https://apps.aurionai.net/api/v2/business-hours/bh_001" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "timezone": "Europe/Brussels"
  }'

All fields are optional; only the fields you send are updated. Returns the updated schedule, or 404 {"detail": "Business-hours schedule not found"}.

Holidays

Holidays are nested under a schedule. Add a holiday exception with POST /api/v2/business-hours/{business_hours_id}/holidays:

curl -X POST "https://apps.aurionai.net/api/v2/business-hours/bh_001/holidays" \
  -H "X-API-Key: itsm_sk_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Christmas Day",
    "date": "2026-12-25",
    "all_day": true,
    "recurring": false
  }'

Holiday body:

Field	Type	Default	Notes
`name`	string	required	Holiday name (1–200 chars)
`date`	string	required	Holiday date (`YYYY-MM-DD`)
`all_day`	boolean	`true`	When `false`, supply `start_time`/`end_time` for a partial closure
`start_time`	string \| null	`null`	`HH:MM` start for a partial-day holiday
`end_time`	string \| null	`null`	`HH:MM` end for a partial-day holiday
`recurring`	boolean	`false`	Repeat annually

Response (201 Created):

{
  "id": "hol_123",
  "name": "Christmas Day",
  "date": "2026-12-25",
  "all_day": true,
  "start_time": null,
  "end_time": null,
  "recurring": false,
  "created_at": "2026-06-09T10:00:00Z"
}

Holidays are returned embedded in the schedule's holidays array when you GET /api/v2/business-hours/{id} — there is no standalone holiday list endpoint.

Delete Holiday

curl -X DELETE "https://apps.aurionai.net/api/v2/business-hours/bh_001/holidays/hol_123" \
  -H "X-API-Key: itsm_sk_live_xxxx"

Returns 204 No Content, or 404 {"detail": "Holiday not found"}.

Pagination

List endpoints (GET /api/v2/teams, GET /api/v2/business-hours) use offset-based pagination via ?limit=&offset= and return a resource-named envelope { "items": [...], "total": N, "limit": L, "offset": O }. Default limit is 50, max 100.

Rate Limits

The API enforces a default of 300 requests/minute per API key in both production and staging. A 429 response carries Retry-After, X-RateLimit-Limit, and X-RateLimit-Remaining headers plus the body { "detail": "API key rate limit exceeded", "limit": 300 }.

Errors

All 4xx/5xx responses return { "detail": "<message>" }. Branch on the HTTP status and the detail string — for example 404 {"detail": "Team not found"}, 400 {"detail": "Invalid routing_method. ..."}, 422 {"detail": "Invalid team member role. ..."}, 409 on a default-team conflict. Pydantic validation errors return a 422 whose detail is a list of {loc, msg, type} entries.

Authorization

These endpoints are authorized by your dashboard session role, not by an API-key scope — there is no teams:* API-key scope. They also require the CS / platform product profile. A tenant role of tenant_owner, tenant_admin, agent, supervisor, tenant_user, or super_admin may create, update, delete, and manage members; the read-only role tenant_readonly may additionally list and get teams and schedules.

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

Teams & Routing

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