Gnatta APIs Overview

Below you will find links to documentation for each API available, a summary of their functionality, and examples of how these can be utilized.

πŸ—οΈ If you have any questions on any of the APIs, don’t hesitate to contact your Service Delivery Manager. Also find related documents linked at the end of this article.  

Notifications API

The Notifications API provides the ability to: 

  • Retrieve all notifications.
  • Create new notifications.
  • Get specific notifications.
  • Expire Notifications.
  • Check if notification recipients have read or dismissed a notification.

πŸ’‘ For example, you could use this API with an external application that automatically creates a notification and sends to all (or groups of users) without manual creation needed through the Gnatta UI. One scenario would be if there is a partner or third party issue that users need to be aware of when serving customer.

If the alert/origin of this occurs elsewhere, you would set this up to trigger the Notification API and automatically alert the revent users, thus ensuring users have the most up to date information to serve customers effectively. 

Workflow Configuration API

The Workflow Configuration API provides the ability to: 

  • Create workflows.
  • Publish workflows.
  • Disable flows.
  • Create Events.
  • Update the flows against events.
  • Retrieve events and flows.

πŸ’‘ For example, these API endpoints can be used to setup preconfigured worklow modes in prepartion for peak trading times or in the case of an emergency. A scenario would be for a planned promotion and therefore an anticipated rise in contacts.

To respond you might want to route these differently or provide a new autoresponse to customers. Using the API you would enable and disable these changes using the API with no need to manually update and configure new workflows in the UI. 

Configuration API

The Configuration API allows you to provide multiple actions across the following areas: 

  • Contacts/ Address Book.
  • Dynamic Data Sets.
  • Dynamic Data.
  • External Links.
  • Labels.
  • Media Accounts.
  • Webchat Templates.
  • Queues.
  • Service Levels.
  • User States.

πŸ’‘ You can use the available Configuration APIs to retrieve information that is usual to external systems like Dynamic Data & Queues. A scenario these APIs may be used in, very similar to the last example, is to pre configure setups of Queues and Priorities (Service Levels) based on a shift in contacts, for example, during a promotion.

You can then leverage the APIs to react or anticipate a change in contacts and deal with them effectively. 

Bulk Update API

The Bulk Update API provides the ability to: 

  • Create Bulk Interaction deletion requests.
  • Check the results for a deletion request.
  • Process a deletion request.

πŸ’‘ For example, you may have retention polices or RTBF (Right to be Forgotten) requests and would like to automate these to reduce GDPR compliance work instead of using the Gnatta UI to process them. 

Profile API

This API provides the ability to: 

  • Find Profiles.
  • Find Profiles by a person.
  • Remove people from profiles.

πŸ’‘ For example, if a contact has incorrectly been added to a customer profile then this API can be used to remove that contact from the profile. 

Interaction API

This API provides a range of capabilities, all relating to interactions. The key capabilities are listed below: 

  • Retrieve Conversations and Messages.
  • Update Dynamic Data.
  • Set Dynamic Data.
  • Add notes to interactions.
  • Assign Interactions.
  • Get an interactions history.
  • Get person information from an interaction.
  • Search for interactions.
  • Get a list of interactions assigned to a user.

πŸ’‘ There are various ways the above functionality can be used. One scenario would be when using an external system (back office/ CRM etc), a new note could be added following a change and dynamic data can be updated automatically on the relevant interaction.  

Dashboard API

This API provides data from our real-time services that are used to populate Dashboards data. The API can be used to use to retrieve the same information into your own systems. The key metrics are listed below: 

  • Queue Volumes.
  • Queue Wait Times.
  • Key WebChat and Voice Metrics.
  • Resource Information.
  • Response Times.
  • Ability to monitor active conversations.
  • User Monitoring.

To see a full breakdown of the data click here

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