Contact Activity
Overview
Contact activity allows displaying contact-related objects from your system on the relevant contact in Talkdesk's web app UI.
Talkdesk's interaction updater will send an HTTP POST
request to the bridge to retrieve a contact's interactions with the external service whenever that contact is being displayed to a user. It passes along the parameters below.
Request
POST
https://example.com/new_interaction
Reference | Type | Description |
---|---|---|
| Hash | •A hash of authentication fields containing a user's credentials within the external service. |
| Hash | A hash of meta fields containing accessory information that is useful for the bridge to fulfil this request |
| Hash | •A hash of data fields identifying the contact for which the interaction retrieval request is made. |
meta
Reference | Type | Description |
---|---|---|
| Array | An array of strings that identifies the types of interactions the Talkdesk user is interested in |
data
Reference | Type | Description |
---|---|---|
| String | For contacts previously synchronized through the bridge, Talkdesk sends their ID to the external service for direct identification |
| String | The contact's name |
| Array | An array of emails that can be used to search for the user in the external service |
| Array | An array of phone numbers that can be used to search for the user in the external service |
Steps
1 - Use the auth
fields to authenticate on behalf of the user within the external service. Talkdesk® makes sure that all mandatory fields are filled as expected.
2 - Select the type of interactions to retrieve by looking at the interaction_types
meta field.
3 - Make one or more requests to the external service to retrieve interactions from contacts identified by one or more of the data fields. These fields provide contact-related information that the bridge can use to identify the contact within the external service.
4 - Adapt these interactions to Talkdesk's format, by returning a JSON array with the structure below.
Sample Request
{
"auth": {
"username": "[email protected]",
"password": "605b32dd"
},
"meta": {
"interaction_types": ["case", "note"]
},
"data": {
"contact_external_id": "1",
"contact_name": "Jane",
"contact_emails": ["[email protected]", "[email protected]"],
"contact_phones": ["+15555555555"]
}
}
Response
POST
https://example.com/new_interaction
Reference | Type | Description |
---|---|---|
| •String. | The interaction ID in the external service |
| •String. | The interaction subject or title |
| •String. | A preview of the interaction (can be a text description or a preview of an email). |
| •String. | The date this interaction occurred or its due date if it is a future interaction (like a task or event) |
| •String. | URL location of this interaction in the external service |
| •String. | •The type of interaction. |
| •String. | The interaction's level of urgency |
| •String | The current state of the interaction |
Sample Response
[
{
"id": "23",
"subject": "A very important matter",
"description": "Your order is ready to be shipped",
"date": "2012-11-21 17:53:51 UTC",
"url": "http://example.com/interactions/23",
"type": "case",
"priority": "high",
"status": "pending"
}
]
Updated 2 months ago