Issue Updating Chat Status via Google CCAI API

[JonnyPu]

Hi everyone,

I’m currently facing an issue when trying to update the status of a chat using the Update Chat API in Google CCAI. The goal is to transfer a queued chat to a human agent, but I’m having trouble getting certain statuses to work as expected.

Here’s what I’ve encountered so far:

• The "finished" status doesn't behave as intended and results in errors when trying to end the chat.

• Other statuses like "queued" and "assigned" don’t trigger the desired behavior either.

My specific use case: I need to ensure that while a chat is still "queued", I can change its status to something that allows it to be routed or escalated to a human agent, without losing its context. Ideally, I’d like to move the chat from one queue to another (with higher priority) directly via the API.

If anyone has faced a similar situation, or has insights on valid statuses and how to properly handle chat transfers between queues using the Update Chat API, I’d really appreciate the help!

Thanks in advance!