How to connect to a personalized service channel Take Blip February 18, 2021 15:37 Updated It may be interesting for your business that human service is performed through a tool of your choice. With that in mind, Blip allows you to connect a personalized platform as a service channel. Prerequisites To perform a service using a customized service channel, there are some prerequisites: Add the URL of the API that will receive the service information. Add an authentication key, which will be sent on each request to the API, to confirm the Blip identity (Optional). Choose whether tickets created for attendance will use Blip attendance rules. If so, add the possible teams to the ticket (Optional). For a complete service flow there are the following steps: 1. Receipt of new ticket Once the bot forwards the conversation to the customer service, if the personalized channel is active, the URL registered in step 1 will receive a POST request with the message of a new ticket created. (If the authentication token exists, configured in step 2, it will be sent in the request header). Example ticket message: { "type": "application/vnd.iris.ticket+json", "content": { "id": "{TICKET_ID}", "sequentialId": "{TICKET_SEQUENTIAL_ID}", "ownerIdentity": "{BOT_ID}", "customerIdentity": "{CUSTOMER_ID}", "customerDomain": "{CUSTOMER_DOMAIN}", "provider": "Webhook", "status": "Waiting", "storageDate": "2019-11-08T20:15:59.415Z", "rating": 0, "unreadMessages": 0, "closed": false, "customerInput": { "type": "text/plain", "value": "Hello world!" } }, "id": "Ticket:{TICKET_ID}:Waiting", "from": "{TICKET_ID}@desk.msging.net/Webhook"} 2. Assigning a ticket to an attendant Once the ticket is created, it is the responsibility of the API that receives the ticket to treat it and forward it to an attendant. In order for an attendant to be associated with a ticket within Blip and for the ticket to be updated to the status of "On Attendance", it is necessary to send a command to update the ticket within the platform. This command can be sent according to the Blip Desk extension and the following example: { "id": "{COMMAND_ID}", "to": "postmaster@desk.msging.net", "method": "set", "uri": "/tickets/change-status", "type": "application/vnd.iris.ticket+json", "resource": { "id": "{TICKET_ID}", "status": "Open", "agentIdentity": "{AGENT_ID}" }} 3. Receiving messages from the customer After assigning a ticket to an attendant, any message sent from the user to the bot will be redirected to the URL registered in step 1. The message sent will be in the standard used by the LIME protocol and can be seen in the Blip documentation. Example: { "type": "text/plain", "content": "Hello world!", "id": "fwd:fwd:{MESSAGE_ID}", "from": "{TICKET_ID}@desk.msging.net/Webhook"} 4. Sending messages from the attendant Given a ticket that is already assigned to an attendant, it is now possible to send messages to the customer and start the service. To do this, just send a message to the desired ticket, with the content supported by the Lime Protocol and documented by Blip. An example of a message sent that can be sent to the customer by the attendant: { "type": "text/plain", "content": "Olá, vou continuar com seu atendimento!", "id": "{MESSAGE_ID}", "to": "{TICKET_ID}@desk.msging.net/Webhook",} 5. Finalizing a ticket When it is necessary to finalize a service ticket, just send the command to change the ticket status. Once the ticket is finalized, it is not possible to update it anymore. This command can be sent according to the Blip Desk extension. A command example: { "id": "{COMMAND_ID}", "to": "postmaster@desk.msging.net", "method": "set", "uri": "/tickets/change-status", "type": "application/vnd.iris.ticket+json", "resource": { "id": "{TICKET_ID}", "status": "ClosedAttendant" }} Related articles How to configure service hours How to do customer service in Blip Desk How to save information from a user How to retrieve contact information in a subbot How to integrate and send data from a bot to Dashbot?
