Changelog
Release: 2020/02/14
New attribute isClaimed
at GET /v1/questions/{uuid}
New attribute on GET /v1/questions/{uuid}
that it's intended to indicate that the question has already been claimed by an expert.
Release: 2019/11/25
New endpoint to provide feedback on Automatic Answers
New Automatic Answers feature:
POST /v1/automaticAnswers
allows you to retrieve an Automatic Answer for a given query.
POST /v1/automaticAnswers/{uuid}/feedback
allows you to provide feedback on an existing Automatic Answer
Note that this replaces the old /v1/content
endpoint.
Release: 2019/11/14
New endpoint to retrieve predictive routing results for a question
POST /v1/predictiveRouting
allows you to retrieve predictive routing results for a specified question text without actually opening the question to experts.
Release: 2019/08/05
New endpoint to retrieve content for a question
POST /content
allows you to retrieve answer content for a specified question text without actually opening the question to experts.
Release: 2019/05/28
New endpoint to close a question
Questions submitted via an API integration can now be closed with a request to /questions/{uuid}/close
. Check the reference docs for more details.
Release: 2019/01/04
New endpoint to send files for CX training
You can upload files with data to train your CX solutions. Check the reference docs for more details.
Release: 2018/01/03
New endpoint to expire questions
You can expire a question by making a request to /questions/{uuid}/expire
. This will close the question for further interactions and it won't be rerouted. Check the reference docs for more details.
Release: 2018/09/17
Message body in html
When querying messages, an extra bodyHtml
field is included. Messages are returned by endpoints such as GET /v1/messages and GET /v1/questions/{uuid}. The new field is a rendering of the body
field in html using Directly's standard message rendering. But for certain company configurations, it uses Markdown.
Release: 2018/06/25
Support for automated responses on new questions
It's now possible to use a classification obtained from GET /v1/classifications
as an input to create a new question at POST /v1/questions
. This causes an automatic response to be selected and added to the conversation. Check the reference docs for more details.
Release: 2018/06/11
Support for classification of text
It's now possible to test if a given question text has any predicted class, according to our auto response system, and the confidence level. Check the reference docs for more details.
Release: 2018/03/18
Support for Automated Responses
If you have Automated Responses enabled for your company, you can use the Messaging API to automatically get them and interact with them.
Check for response type AutoResponse
and call POST /responses/{uuid}/confirmAutoResponse
to accept or reject an AutoResponse.
Check the reference docs for more details.
Support for Agent Endpoints
POST /agents/messages
allows you to add a comment to an existing 1:1 question as an agent.
For any 1:1 question, the above endpoint will allow you to reclaim the question from an expert and continue the conversation as an agent.
Release: 2018/02/04
Added new api to support user "Forget Me" requests
You can now POST these requests to /users/forget
Release: 2017/11/28
Add messages to questions before experts respond
Now you can add messages to a question before it has any responses.
Make a request to the POST /messages
endpoint passing the questionUuid
. In the current implementation the message is appended to the question body. If there's already a response, the message is added to that response instead. In both cases the method returns a 201 on success.
Check the reference docs for more details.
Release: 2017/10/02
Bug fixes
- Improved documentation and error message for
POST /responses/{uuid}/rate
to explain better which values are accepted for therating
parameter.
Release: 2017/9/5
Support for external IDs
You can link created messages with your own tracking system (i.e. Zendesk, Salesforce or other). Pass the id in your tracking system as an externalId
param to POST /messages
. Check the reference docs for more details.
Release: 2017/8/21
New endpoints
PUT /questions/{uuid}
: Updates the text of an existing question.PUT /messages/{uuid}
: Updates the text of an existing message.
Check the reference docs for more details on each call.
Support for external IDs
You can link created questions with your own tracking system (i.e. Zendesk, Salesforce or other). Pass the id in your tracking system as an externalId
param to POST /questions
. Check the reference docs for more details.
Bug fixes
- Improved performance of
POST /questions
. - Return descriptive error when trying to call
POST /questions/{uuid}/reroute
on a rerouted question.
Release: 2017/8/7
Bug fixes
- Improved error handling. Added more descriptive messages for some scenarios.
- Improved documentation.
https://api.directly.com/
includes link to current documentation.
Release: 2017/7/24
Bug fixes
GET /questions/{uuid}
response now includesdata.state.numResponses
instead ofdata.state.isAnswered
Release: 2017/7/10
List questions
The GET /questions
endpoint returns a list of questions with a more condensed format, without the conversation
section, which includes the exchange of messages between users and experts.
Error responses
Consolidated the documentation to include the possible status codes returned in case of error responses. Return more descriptive messages under certain errors.
Bug fixes
POST /questions
now save themetadata
object passed as parameter.avatarUrl
has a valid URL for experts, pointing to their profile picture. It is null for the user who asked the question.- "Try it" feature in documentation now works.
companyTag
is not a required parameter in any of the endpoints.
Release: 2017/6/26
HTTPS support
Added https
support. We'll be supporting both http
and https
for a transition period, but http
use will be eventually deprecated.
New endpoints
POST /question/{uuid}/reroute
A user reroutes a question to an agent.
POST /question/{uuid}/reviewMarkAsResolved
When experts mark a question as resolved from the dashboard, Directly adds a MARK_AS_RESOLVED_MESSAGE
to the list of messages. Users can now approve or reject that. They do it by calling this endpoint.
POST /response/{uuid}/markAsRead
Users can mark all messages in a response as read by calling this endpoint. Messages that are read won't trigger notifications.
Check the reference docs for more details.
List of potential experts
When a question is created, Directly adds a NOTIFYING_EXPERTS_SYSTEM_MESSAGE
. That message contains a list of experts who are notified and could potentially engage with this question and the time (in milliseconds) it took experts to answer the last question.
This information can be displayed to the user while they wait for experts to answer.
"potentialExperts": {
"experts": [
{
"uuid": "string",
"name": "string",
"avatarUrl": "string",
"isOriginalPoster": false,
"isExpert": false,
"reputation": {
"numberOfAnswers": "string",
"helpfulnessScore": "string"
},
"lastActiveDate": "2017-06-21T19:59:28.716Z",
"isOfficial": false,
"isCertified": false,
"isElite": false
}
],
"lastResponseTimeInMillis": "string"
}
Websockets
API clients can subscribe to a websocket channel to receive notifications when there's an update in a question. Whenever there's an update, the client should make a request to GET /questions/{uuid}
to retrieve the updated information.
Check the reference docs for more details.
Release: 2017/6/12
Added API version to the URL
We added the API major version to the URL. The base URL is now https://api.sandbox.directly.com/v1
OAuth Authentication
1) /oauth/auth
, oauth/token
, and oauth/logout
endpoints added (note in the initial documentation, if first endpoint was called /oauth/authenticate
)
2) Optional scope parameter added to oauth/token
endpoint (this parameter was not listed in the initial documentation)
New endpoints
GET /questions
Retrieves the list of questions for a specific user. See the reference documentation for this endpoint.
This endpoint accepts a lastChecked
param to retrieve questions modified only after a specific date.
POST /response/{uuid}/rate
Adds a user rating to a response. See the reference documentation for this endpoint.
The list of accepted values for the rating parameter will be included in the question object: question.ratingSystem.values If a different value is passed, the method will return a 400 response.
POST /response/{uuid}/accept
Accepts a response as the answer to the user question. See the reference documentation for this endpoint.
Bugfixes
question.isExpert
contains accurate information now.- Fixed some error response codes.