Bot Interventions

Last updated: 2020-04-28 Contributors John WangByrne Reese
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It is possible to create an intervention via API upon the first bot answer to a customer inquiry. This allows traceability in the CRM in the case where the bot manages the entirety of the conversation without turning to an agent. This allows also to boost statistics linked to interventions from the initial processing by the bot. In order to undertake this action, you must setup the following request:

Description of the API request:

Create an Intervention

This method creates a new intervention or reopens an existing one. When successful, Engage will render the intervention to the user. Otherwise, Engage returns an error (422 HTTP code).

Query Parameters

Parameter Description
content_id The ID of the conversation thread to recategorize
access_token API identification token

Request Parameters

Parameter Description

Sample Request

curl -X POST "https://[YOUR DOMAIN].api.engagement.dimelo.com/1.0/interventions?access_token=yyyyyyyyyyy&content_id=c93e3586250ff60181b6c2f0"

Sample Response

{
  "id":"3f55c8330da4144afd1c6728",
  "created_at":"2012-05-21T01:15:28Z",
  "updated_at":"2012-05-21T01:19:49Z",
  "source_id":"f18c81948c137d86dac77216",
  "thread_id":"9c9903dc3d559a8801eb5441",
  "content_id":"c93e3586250ff60181b6c2f0",
  "deferred_at":"2012-05-21T01:18:49Z",
  "identity_id":"8a8deed44623a4c44268c266",
  "comments_count":1,
  "closed":false,
  "closed_at":"2012-05-24T02:00:32Z",
  "custom_fields":{
    "external_id":"342901"
  },
  "category_ids":[
    "4d0fb475b242228032cbdf6d",
    "59248c4dae276a021cb296d2"
  ],
  "user_id":"d033e22ae348feb5660fc214",
  "user_replies_count":1,
  "user_reply_in_average":84959,
  "user_reply_in_average_bh":63000,
  "user_reply_in_average_count":1,
  "first_user_reply_id":"573446514379728247000001",
  "first_user_reply_in":0,
  "first_user_reply_in_bh":0,
  "last_user_reply_in":0,
  "last_user_reply_in_bh":0,
  "status":"Fermée"
}

Closing an Intervention

In the case where you would have opened a bot intervention via the API, you can also close an intervention via the API when the support is ended. This will allow you to close the intervention when the bot is fully-capable of managing the entirety of the conversation or when the customer disconnects at some point during the conversation. To close an intervention, consult the instructions below.

Path Parameters

Parameter Description
id The ID of the intervention to close

Request Parameters

Parameter Description
access_token API identification token

Sample Request

curl -X PUT "https://[YOUR DOMAIN].api.engagement.dimelo.com/1.0/interventions/3f55c8330da4144afd1c6728/close?access_token=yyyyyyyyyyy"

Sample Response

{
  "id":"3f55c8330da4144afd1c6728",
  "created_at":"2012-05-21T01:15:28Z",
  "updated_at":"2012-05-21T01:19:49Z",
  "source_id":"f18c81948c137d86dac77216",
  "thread_id":"9c9903dc3d559a8801eb5441",
  "content_id":"c93e3586250ff60181b6c2f0",
  "deferred_at":"2012-05-21T01:18:49Z",
  "identity_id":"8a8deed44623a4c44268c266",
  "comments_count":1,
  "closed":false,
  "closed_at":"2012-05-24T02:00:32Z",
  "custom_fields":{
    "external_id":"342901"
  },
  "category_ids":[
    "4d0fb475b242228032cbdf6d",
    "59248c4dae276a021cb296d2"
  ],
  "user_id":"d033e22ae348feb5660fc214",
  "user_replies_count":1,
  "user_reply_in_average":84959,
  "user_reply_in_average_bh":63000,
  "user_reply_in_average_count":1,
  "first_user_reply_id":"573446514379728247000001",
  "first_user_reply_in":0,
  "first_user_reply_in_bh":0,
  "last_user_reply_in":0,
  "last_user_reply_in_bh":0,
  "status":"Fermée"
}

Errors

If the intervention is already being closed, it will return a 409 error.

To be able to close an intervention, it must meet the following criteria otherwise a 403 will be raised:

  • Intervention MUST NOT already be closed
  • Intervention MUST have agent replies
  • Access-Token agent MUST be the owner of the intervention or have the permission to edit permissions
  • Access-Token agent MUST have read access on the source