Purpose and Features
As part of our Chat product, the HTTP Chat API allows the management of customer evaluations made at the end of chat sessions through another application. This enables the integration of both the chat itself and its outcomes while also recording evaluation results.
What Can Be Done with the API?
With our prepared API, scores (0-5 range) and comments given to questions asked at the end of chat sessions can be sent to your product via the API.
Review Retry, Supported Question Count, and Score Range:
Once a chat session is evaluated, a second evaluation request cannot be sent via the API for the same session. This is to maintain the reliability and integrity of the evaluation results.
Additionally, since the rating scale is 0-5 for each question, customer satisfaction can be measured in detail.
This API also supports multiple evaluation results (up to three questions).
Benefits
Centralized Collection of Customer Feedback:
With the HTTP Chat API, evaluation results are integrated into our company's chat product.
The collected information will be stored in the following areas on the platform:
On the Supervisor screen, the evaluation score and the evaluation comment area will be kept.
On the Quality Control screen, the evaluation score and the evaluation comment area will be kept.
In the Reporting>Chat Details report, the Score, Evaluation Comment Area, and Evaluation Question fields will be kept.
In the Reporting>Queue>Customer Chat Evaluation Score report, it will be kept.
Improving Customer Experience:
Customer scores and comments can be used to enhance the quality of your chat service. Identifying weaknesses and seizing improvement opportunities can be achieved through customer feedback.
Data Analysis and Decision Making:
The collected data can be used for detailed analysis of customer satisfaction. These analyses provide fundamental information for the improvement of products and services.
Instructions
To use this feature, you can use the following API.
jsonCopy codePOST /chat-api/evaluation
{
"security_token" : "security-token-string",
"active_chat_key": "active-chat-key-string",
"namespace" : "namespace",
"rating_value" : [{"id":0,"ratings":"5"},{"id":1,"ratings":"5"},{"id":2,"ratings":"5"}],
"rating_comment" : [{"id":0,"comment":"COMMENT 1"},{"id":1,"comment":"COMMENT 2"},{"id":2,"comment":"COMMENT 3"}]
}
Security Token: Enter the information found in the "HTTP API Authorization" field within the Chat widget.
Active Chat Key: Enter the active chat key of the chat for which the evaluation will be made.
Namespace: Enter in which tenant the evaluation will be made.
Rating Value: Define how many points will be given to the question or questions.
Rating Comment: Define which comments will be given to the question or questions.
NOTE:
You can use this feature to evaluate a chat, even if you don't plan to use this function, you must still pass all arguments. For example, if you only want to rate a chat with one point, you should also add the rating_comment argument but leave it blank. This is applicable to other scenarios as well.
We wish your operation benefits from this new release and look forward to hearing your feedback!