Customer service support

Updated on 28 Mar 2023

There are various customer service use cases that can be used within the E-wallet platform built using the source code.
We have implemented the basic customer support functionality and covered it by a comprehensive suite of API endpoints designed to facilitate effective communication between support agents and users.

You can extend the functionality by integrating the E-wallet platform with specialized customer support services or CRM systems.

The functionality available out of the box:
1. Create System Broadcasts. E-wallet platforms can leverage this API endpoint to create and send system-wide announcements or updates, keeping users informed about critical information, such as maintenance schedules, feature updates, or security alerts.
2. Retrieve List of Conversations: Support agents can use this API to filter and access relevant conversations based on specific criteria, such as customer type, issue category, or date range, streamlining their workflow and enabling them to address customer concerns more efficiently.
3. Delete Conversation: In cases where a conversation is no longer relevant or contains sensitive information, support agents can utilize this endpoint to delete the conversation from the system.
4. Write and Retrieve Messages: Agents can exchange messages with customers in a specified conversation, as well as view the conversation’s message history to better understand and address customer concerns.
5. Mark Message as Read: Support agents can mark messages as read, helping them stay organized and ensuring that no customer query goes unanswered.
6. Access Media Files: Agents can retrieve and review files attached to messages, such as screenshots or documents, to provide more accurate and comprehensive support to users.
7. Send and Retrieve User Messages: This API allows agents to send messages directly to a user and retrieve all messages sent to a specific user, enabling them to efficiently manage and track customer interactions.

APIs for this Use case:

POST​/conversations​/create-system-broadcastsCreate system broadcasts
POST​/conversations​/viewRetrieve list of conversations by specified filter
DELETE​/conversations​/{conversationId}Delete conversation
POST​/conversations​/{conversationId}​/messagesWrite a message as participant of the specified conversation
POST​/conversations​/{conversationId}​/messages​/viewRetrieve list of messages for specified conversation
POST​/conversations​/{conversationId}​/messages​/{messageId}​/mark-as-readMark message as read
GET​/conversations​/{conversationId}​/messages​/{messageId}​/media-filesGet files attached to the specified message
GET​/notification​/message​/keysGet notification message parameter keys
POST​/users​/messageCreate and send message to user
GET​/users​/message​/{userId}Get all messages to user