API to list and set custom user presence statuses in GoTo Connect

Hi team,

I’m currently using the PATCH /presence/v1/user-presence endpoint to set presence fields for users.

However, in GoTo Connect with Contact Center, it’s possible to create custom presence statuses (for example, “At Lunch”, “Back Soon”, “Training”, etc.).

I couldn’t find any API documentation describing how to:

List the custom presence statuses that exist in a Contact Center instance.
Set a user’s presence to one of those custom statuses via API.

Could you please clarify:

Is there an endpoint (or planned one) to retrieve or manage custom presence statuses?
Can the /presence/v1/user-presence API be used to apply these custom statuses somehow (e.g., via specific string values for userStatus)?
If not, is there an alternative API for Contact Center presence management?

Thanks in advance!

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Comments

Eric_S

I have passed your feedback directly to the team. I agree that it would be a valuable API to have.

samuelpares

Hi Eric,

I appreciate the detailed response.
From my perspective, though, I believe the Real Time Agent State API should really be a priority.

I’m building a CTI integration using GoTo Connect, and one of the key requests from managers is the ability to monitor agent statuses in real time, especially to understand the reasons behind pauses (e.g., Lunch, Break, Training, etc.).

Thanks again for your response.

Eric_S

What you are looking for is a Real Time Agent State API. It's not even on our roadmap yet, but part of our vision for the future. What is on our roadmap next for APIs is

Historical Queue Data API (volumes, handle times, SLAs, etc.)
Historical Agent State API (what you want above, but offered after the fact)

next up would be that Real Time Agent State API. For now the best I think you can get is "away" for one of the custom pause reasons

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