How to connect to a personalized service channel – Take Blip | Help Center

Index:

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:

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"

}

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}"

  }

}

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"

}

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",

}

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"

  }

}

For more information, visit the discussion on the subject in our community or the videos on our channel. 😊