Before, the API couldn’t see agent availability. Changing a role meant deleting and recreating the staff member, and renaming a team meant rebuilding it. With the Platform API, you can now:
- Check availability: see if an agent is active or away, and when that changed
- Set availability: set an agent to active or away, and routing respects it immediately
- List staff and teams: pull staff with availability included, or one team’s members
- Update staff: change role, name and teams in one request, with history untouched
- Rename teams: change a team’s name without rebuilding it