SENDO HUMAN HANDOFF API
Escalate a conversation handled by an AI Agent to a human team by creating a support ticket, and cancel it when it is no longer needed.
Create Ticket
This endpoint creates a ticket to escalate a conversation between an AI Agent and a user to a human team. The ticket is sent by email to the recipients in to, with a copy to the recipients in cc, and includes a summary of the conversation.
Required attributes
| Field | Type | Default Value | Optional | Description |
|---|---|---|---|---|
| call_id | string | none | No | The conversation_id of the Talking Bits conversation being escalated. |
| conversation_context | string | none | No | A summary of the conversation between the AI Agent and the user, so the human team can pick up the case without reading the full transcript. |
| to | string | none | No | The email address(es) the case will be escalated to. Multiple recipients can be separated by semicolons (;). |
| cc | string | none | Yes | The email address(es) that will receive a copy of the case. Multiple addresses can be separated by semicolons (;). |
Request body.
curl --location 'https://api.sendo.cloud/api/ticket-number'
--header 'apikey: fQbUHC3LPDQxUsdfsv6545gfdgKBRkImwePfwz'
--header 'Content-Type: application/json'
--data-raw '{"call_id": "3465676","conversation_context": "The customer reports that their invoice for September was charged twice and requests a refund of the duplicate charge. The agent confirmed the account number and both transactions, but refunds require approval from the billing team.","to": "billing@yourmail.com","cc": "supervisor@yourmail.com"}'
Request body with multiple recipients.
curl --location 'https://api.sendo.cloud/api/ticket-number'
--header 'apikey: fQbUHC3LPDQxUsdfsv6545gfdgKBRkImwePfwz'
--header 'Content-Type: application/json'
--data-raw '{"call_id": "3465677","conversation_context": "The user cannot log in to the mobile app after changing their phone. The agent guided them through a password reset, but the verification SMS is not arriving. The user asked to speak with a person.","to": "support@yourmail.com;tier2@yourmail.com","cc": "operations@yourmail.com;quality@yourmail.com"}'
Request body without copy recipients.
curl --location 'https://api.sendo.cloud/api/ticket-number'
--header 'apikey: fQbUHC3LPDQxUsdfsv6545gfdgKBRkImwePfwz'
--header 'Content-Type: application/json'
--data-raw '{"call_id": "3465678","conversation_context": "The customer wants to change the delivery address of order #88213, which has already been shipped. The agent cannot modify shipped orders.","to": "logistics@yourmail.com"}'
| Code | Description |
|---|---|
| 201 | Ticket created |
{
"ticketNumber": "UNM-000001"
}Keep the ticketNumber: you need it to cancel the ticket.
Server responses.
Cancel Ticket
This endpoint cancels a ticket previously created with Create Ticket, for example when the user’s issue was resolved before the human team took the case.
Path parameters
| Field | Type | Default Value | Optional | Description |
|---|---|---|---|---|
| ticketNumber | string | none | No | The ticket number returned by Create Ticket. Example: UNM-000015. |
Request. This endpoint does not require a request body.
curl --location --request POST 'https://api.sendo.cloud/api/ticket-number/UNM-000015/cancel' \
--header 'apikey: fQbUHC3LPDQxUsdfsv6545gfdgKBRkImwePfwz'| Code | Description |
|---|---|
| 200 | Ticket cancelled |
{
"ticketNumber": "UNM-000015",
"status": "cancelled"
}Server responses.
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