FireFlo OMNI

Hands a contact back to its agent, after a pause or a hand-over. Their conversations stop being assigned to the person who had them, so the agent can answer again, and it carries on where its workflow left off.

Needs the agents.contacts:write scope.

Path parameters

Field	Type	Required	Notes
`contact_id`	string	Yes	The contact’s id.
`agent_id`	integer	Yes	The id of the agent working them.

Request

curl -X POST "https://api.fireflo.au/v1/agents/contacts/3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42/agents/12/resume" \
  -H "Authorization: Bearer $OMNI_API_KEY"

import os

import requests

response = requests.post(
    "https://api.fireflo.au/v1/agents/contacts/3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42/agents/12/resume",
    headers={"Authorization": f"Bearer {os.environ['OMNI_API_KEY']}"},
)
print(response.status_code, response.json())

const response = await fetch("https://api.fireflo.au/v1/agents/contacts/3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42/agents/12/resume", {
  method: "POST",
  headers: { Authorization: `Bearer ${process.env.OMNI_API_KEY}` },
});
console.log(response.status, await response.json());

Response

200 OK — the agents working the contact, this one active again. contact is the contact, and data the agents working them that haven’t been released. For each: the agent; status — active (working) or paused; since when; the deal it works (its title and deal_id), if any; paused_reason and resume_at while paused; needs_attention when it handed over to the team; the channels it can answer on; and workflow — where the conversation is in its workflow (the version, the block, and what it is waiting for), or null.

{
  "contact": {
    "id": "3f6b2a1e-8c4d-4e2a-9b7f-5d1c0e8a9f42",
    "name": "Ravi Kumar",
    "phone": "+919876500101"
  },
  "data": [
    {
      "resume_at": null,
      "paused_by": null,
      "workflow": {
        "version": 3,
        "status": "waiting",
        "block": "Wait for reply",
        "waiting_for": "reply",
        "wake_at": "2026-10-06T11:05:00+05:30"
      },
      "agent": {
        "id": 12,
        "name": "Priya",
        "role": "support"
      },
      "status": "active",
      "since": "2026-10-06T10:35:48+05:30",
      "deal": null,
      "deal_id": null,
      "needs_attention": false,
      "paused_reason": null,
      "channels": [
        "whatsapp",
        "sms"
      ]
    },
    {
      "resume_at": null,
      "paused_by": null,
      "workflow": null,
      "agent": {
        "id": 7,
        "name": "Arjun",
        "role": "sales"
      },
      "status": "active",
      "since": "2026-09-30T16:02:11+05:30",
      "deal": "Kumar Electricals — AMC renewal",
      "deal_id": 3402,
      "needs_attention": false,
      "paused_reason": null,
      "channels": [
        "whatsapp",
        "sms"
      ]
    }
  ]
}

Errors

Every refusal is {"error": {"code", "message", "field"}}; field is there when one input is at fault.

Status	Error code	When
400	`invalid_request`	No contact of this account’s has that id (`field` is `contact`).
404	`not_found`	That agent isn’t working this contact.
409	`invalid_state`	Another agent in the same role took the contact meanwhile.
404	`module_off`	The account doesn’t have AI agents on: they aren’t in its plan, or are switched off for it.
403	`scope_missing`	The key doesn’t have the `agents.contacts:write` scope.

Any request can also be refused for its key, its account or its rate (key_required, invalid_key, account_suspended, plan_excludes_api, address_not_allowed, rate_limited); see the overview.

Overview

Account

Messages

Broadcasts

Routes

Templates

Contacts

Conversations

Senders

Calls

Usage

Reports

Webhooks

WhatsApp

SMS

Pipelines

Tickets

Calendar

Catalogue

Customer data

AI agents

Try it

POST /v1/agents/contacts/{contact_id}/agents/{agent_id}/resume

Path parameters

Request

Response

Errors

​Path parameters

​Request

​Response

​Errors

Path parameters

Request

Response

Errors