Call For Help API

• CallForHelp
  • postClaim the CFH request
  • postOn the way to address this CFH request.
  • postComplete CFH request.
  • postCancel CFH request.
  • getGet Call For Help request details
• CallButton
  • getGet Call For Help request details
  • postHandle call button press
  • putUpdate CallButton Request

API docs by Redocly

SYNQ Call for Help API (1.0.0)

Download OpenAPI specification:Download

APIs for handling SYNQ Call for Help requests.

CallForHelp

APIs related to Call for help.

Claim the CFH request

Request indicating that an employee has claimed this Call for Help request.

Request Body schema: application/json

required

message_id required	string Unique identifier for the request.
channel_id required	string Identifier for the channel, which is the channel ID of the corresponding service.
claimed_by required	string Name of the person claiming the request.
claimed_by_user_id required	string Unique identifier for the user claiming the request, which is the ID of the user from the corresponding service.
request_from	string Enum: "microsoft" "ringcentral" "bluefletch" "web_interface" Indicates the source of the request. Default value is "microsoft". Possible values include "microsoft", "ringcentral", "bluefletch", and "web_interface".

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/claim

Request samples

• Payload

Content type

application/json

{

• "message_id": "1732749765797",
• "channel_id": "1e3er4rc6",
• "claimed_by": "John Smith",
• "claimed_by_user_id": "6df5c514-34r5-4f97-derf-932d8a517e50",
• "request_from": "web_interface"

}

Response samples

• 200
• 404

Content type

application/json

{

• "success": true

}

On the way to address this CFH request.

Request indicating an employee is on their way to address this Call for Help request.

Request Body schema: application/json

required

message_id required	string Unique identifier for the request.
channel_id required	string Identifier for the channel, which is the channel ID of the corresponding service.
claimed_by required	string Name of the person claiming the request.
claimed_by_user_id required	string Unique identifier for the user claiming the request, which is the ID of the user from the corresponding service.
request_from	string Enum: "microsoft" "ringcentral" "bluefletch" "web_interface" Indicates the source of the request. Default value is "microsoft". Possible values include "microsoft", "ringcentral", "bluefletch", and "web_interface".

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/on_the_way

Request samples

• Payload

Content type

application/json

{

• "message_id": "1732749765797",
• "channel_id": "1e3er4rc6",
• "claimed_by": "John Smith",
• "claimed_by_user_id": "6df5c514-34r5-4f97-derf-932d8a517e50",
• "request_from": "web_interface"

}

Response samples

• 200
• 404

Content type

application/json

{

• "success": true

}

Complete CFH request.

Request indicating that an employee has completed this CALL FOR HELP request.

Request Body schema: application/json

required

message_id required	string Unique identifier for the request.
channel_id required	string Identifier for the channel, which is the channel ID of the corresponding service.
claimed_by required	string Name of the person claiming the request.
claimed_by_user_id required	string Unique identifier for the user claiming the request, which is the ID of the user from the corresponding service.
customer_status required	string Indicates how the employee completed the request.
request_from	string Enum: "microsoft" "ringcentral" "bluefletch" "web_interface" Indicates the source of the request. Default value is "microsoft". Possible values include "microsoft", "ringcentral", "bluefletch", and "web_interface".

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/complete

Request samples

• Payload

Content type

application/json

{

• "message_id": "1732749765797",
• "channel_id": "1e3er4rc6",
• "claimed_by": "John Smith",
• "claimed_by_user_id": "6df5c514-34r5-4f97-derf-932d8a517e50",
• "customer_status": "not_interested",
• "request_from": "web_interface"

}

Response samples

• 200
• 404

Content type

application/json

{

• "success": true

}

Cancel CFH request.

Request indicating that customer cancelled this CALL FOR HELP request.

Request Body schema: application/json

required

message_id required

string Unique identifier for the request.

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/cancel

Request samples

• Payload

Content type

application/json

{

• "message_id": "1732749765797"

}

Response samples

• 200
• 404

Content type

application/json

{

• "id": 19163,
• "device_id": null,
• "is_claimed": false,
• "claimed_at": null,
• "claimed_by": null,
• "organization_id": 1,
• "location_id": 8,
• "created_at": "2024-11-28T00:31:03.000000Z",
• "updated_at": "2024-11-28T00:32:06.000000Z",
• "option_id": 1,
• "teams_channel_id": "19:4ec0b94131264332a03e29d577c41716@thread.tacv2",
• "message_id": "1732753863471",
• "is_timeout": false,
• "timeout_at": null,
• "is_closed": true,
• "closed_at": "2024-11-28 00:32:06",
• "is_on_the_way": false,
• "staff_on_the_way_at": null,
• "completed_at": null,
• "is_completed": 0,
• "completion_reason": null,
• "is_canceled": true,
• "customer_canceled_at": "2024-11-28 00:32:06",
• "display_id": 7,
• "callbutton_id": null

}

Get Call For Help request details

API for retrieving real-time status of a Call For Help request.

query Parameters

message_id required

string Example: message_id=1732753863471 CFH unique identifier.

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/v1/tracking

Response samples

• 200
• 404

Content type

application/json

{

• "device_id": null,
• "option": {

  • "id": 1,
  • "text_en": "Request Parts Service",
  • "text_fr": "Demander un service de pièces",
  • "prompt_en": "A customer needs service at the Automotive Parts Counter",
  • "prompt_fr": "Un client a besoin d'un service au comptoir de pièces automobiles",
  • "organization_id": 1,
  • "location_id": null,
  • "created_at": "2020-09-03T17:44:25.000000Z",
  • "updated_at": "2020-09-03T18:31:52.000000Z"

  },
• "location_id": 8,
• "message_id": null,
• "cfh_request": {

  • "option_id": 1,
  • "is_claimed": false,
  • "claimed_at": null,
  • "claimed_by": null,
  • "location_id": 8,
  • "organization_id": 1,
  • "created_at": "2024-11-28T00:31:03.000000Z",
  • "updated_at": "2024-11-28T00:32:06.000000Z",
  • "is_timeout": false,
  • "timeout_at": null,
  • "is_closed": true,
  • "closed_at": "2024-11-28 00:32:06",
  • "is_on_the_way": false,
  • "staff_on_the_way_at": null,
  • "is_canceled": true,
  • "customer_canceled_at": "2024-11-28 00:32:06",
  • "employee_has_arrived": false,
  • "employee_arrived_at": null

  },
• "show_survey": false

}

CallButton

API related to Call Button.

Get Call For Help request details

API for retrieving real-time status of a Call For Help request.

query Parameters

message_id required

string Example: message_id=1732753863471 CFH unique identifier.

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callforhelp/v1/tracking

Response samples

• 200
• 404

Content type

application/json

{

• "device_id": null,
• "option": {

  • "id": 1,
  • "text_en": "Request Parts Service",
  • "text_fr": "Demander un service de pièces",
  • "prompt_en": "A customer needs service at the Automotive Parts Counter",
  • "prompt_fr": "Un client a besoin d'un service au comptoir de pièces automobiles",
  • "organization_id": 1,
  • "location_id": null,
  • "created_at": "2020-09-03T17:44:25.000000Z",
  • "updated_at": "2020-09-03T18:31:52.000000Z"

  },
• "location_id": 8,
• "message_id": null,
• "cfh_request": {

  • "option_id": 1,
  • "is_claimed": false,
  • "claimed_at": null,
  • "claimed_by": null,
  • "location_id": 8,
  • "organization_id": 1,
  • "created_at": "2024-11-28T00:31:03.000000Z",
  • "updated_at": "2024-11-28T00:32:06.000000Z",
  • "is_timeout": false,
  • "timeout_at": null,
  • "is_closed": true,
  • "closed_at": "2024-11-28 00:32:06",
  • "is_on_the_way": false,
  • "staff_on_the_way_at": null,
  • "is_canceled": true,
  • "customer_canceled_at": "2024-11-28 00:32:06",
  • "employee_has_arrived": false,
  • "employee_arrived_at": null

  },
• "show_survey": false

}

Handle call button press

API to handle the press of a call button and trigger relevant actions.

Authorizations:

SYNQAuth

Request Body schema: application/json

required

device_key required

string Unique identifier for the device.

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callbutton/press

Request samples

• Payload

Content type

application/json

{

• "device_key": "AA:22:33:44:55:66"

}

Response samples

• 400
• 403
• 429

Content type

application/json

{

• "message": "Device key not found!"

}

Update CallButton Request

Updates the status of a CallButton request with the provided details.

Authorizations:

SYNQAuth

path Parameters

message_id required

string Unique identifier for the CallButton request.

Request Body schema: application/json

required

device_key required	string Device key associated with the CallButton.
update_type required	string Enum: "completed" "close" "customer_canceled" The type of update to be performed. Must be one of the following: completed, close, or customer_canceled.
reason	string The reason for marking the request as completed. This field is required if the update_type is completed.

Responses

Configurable server URL

{scheme}://{host}:{port}/api/callbutton/{message_id}

Request samples

• Payload

Content type

application/json

{

• "device_key": "AA:22:33:44:55:66",
• "update_type": "customer_canceled",
• "reason": "not_interested"

}

Response samples

• 200
• 400
• 403
• 404
• 422
• 429
• 500

Content type

application/json

{

• "message": "Success",
• "data": {

  • "id": 19167,
  • "device_id": null,
  • "is_claimed": false,
  • "claimed_at": null,
  • "claimed_by": null,
  • "organization_id": 1,
  • "location_id": 8,
  • "created_at": "2024-11-28T05:13:02.000000Z",
  • "updated_at": "2024-11-28T05:14:56.000000Z",
  • "option_id": 17,
  • "teams_channel_id": "19:4ec0b94131264332a03e29d577c41716@thread.tacv2",
  • "message_id": "1732770783261",
  • "is_timeout": false,
  • "timeout_at": null,
  • "is_closed": true,
  • "closed_at": "2024-11-28 05:14:56",
  • "is_on_the_way": false,
  • "staff_on_the_way_at": null,
  • "completed_at": null,
  • "is_completed": 0,
  • "completion_reason": null,
  • "is_canceled": true,
  • "customer_canceled_at": "2024-11-28 05:14:56",
  • "display_id": null,
  • "callbutton_id": 1,
  • "employee_has_arrived": false,
  • "employee_arrived_at": null

  }

}