You can use the REST API task in Automation to collect additional information from an external source for better routing or provide this information to agents. For example, you can get additional information from the CRM of your company or enrich your CRM with the newly received data.

The REST API task in Automation provides similar functionality to the REST API task in Orchestration on the Automation level. You can use a Start Automation task in Orchestration to invoke the self-service flow in Automation.