API Integrations for Optimizing Let’s Talk

Currently, the Let’s Talk platform provides an API integration for the following use cases:

1. Creation of new dialogue
2. Update existing dialogues in system

API Functionality: Creation of New Dialogue

• Let’s Talk supports APIs which can be used to create new tickets/dialogues/issue requests into different platforms.
• Let’s Talk can deposit the data received in its own dialogue submission form to other systems/ticketing solutions and open a new ticket in these systems.
• Let’s Talk supports both SOAP and REST API protocols.

API Functionality: Update existing Dialogues in Let’s Talk

Let’s Talk can provide APIs which can be used to update the existing dialogues present in your account. The basic update that can be done using the API is updating the status of the dialogue. However, based on the requirement of different users, Let’s Talk can provide APIs to make various updates to existing dialogues. Some of the update examples are listed below:  

• Adding/deleting team members in dialogues
• Automatically assigning dialogue to different user/departments based on predefined conditions
• Sending predefined email replies to dialogue customers
• Dialogue escalation to different team members based on the duration of dialogue.

Authentication for the API call above can be done with two methods:

• IP address authentication
• User authentication

Sample Web Service

Check out a sample web service for updating existing dialogue status

http://www.k12insight.com/lets-talk/webservice/LetsTalkPlatFormCustom.asmx?op=UpdateStatus