Several use cases can be implemented through Apizee REST APIs.
This article relies on the video communication services developed by Apizee.
There are 2 types of video communication service:
Apizee "Video Assistance" : this type of video communication webapp gathers a great set of interaction tools that will empower customer support agents to help their customers.
Apizee "Video Meeting" : this type of video communication service implements a video chat room where an 'organizer' has elevated permissions and where other participants can join the room through different scenario.
The use of these APIs requires a subscription to Apizee services. Please contact us to get more details on the available offers.
Get a link to a room of type "Video assistance" (endpoint: /tickets)
or
Get a link to a room of type "Video Meeting" (endpoint: /conferences)
In response to the button press, the user may be redirected to the Apizee URL that allows for the video call. They must first identify themselves on Apizee.
Get a "video assistance" room
Retrieving the link to a video assistance room
The Apizee Video Assistance service allows 1-1 interactions between an agent and an assisted customer.
The user journeys of the agent and the assisted customers are different:
For example, the video assistance session on the customer side will automatically start with the rear camera activated (instead of the front camera),
The customer needs to provide their consent before using the service
...
Video Assistance services rely on the endpoint /tickets
The URL to use to reach the agent side is given by the attribute agent_url.
In a 1-1 interaction case, the agent side domain is the Apizee portal (ex: https://cloud.apizee.com). This domain should be completed to land directly on the related assistance ticket: agentURL/entrypoint/button_id/tickets/id
The URL to reach the assisted customer interface is to be found as a value for therequestor_url attribute.
Want to include Apizee in 3rd-party software: see the dedicated page.
Get a ticket ID from a reference
If you cannot store the ID corresponding to the ticket, you can use the GET /tickets method
The response notably contains the following information for each ticket:
Number of photos
Number of videos
Call duration
[ {"ID":821793,"Ref":1234,"Description":"","Priorité":"Immédiat","Demandeur":"xx","Contact":"+33612345678","Etat":"Fermé","Assigné à":"Agent 1","Groupe":"Support","Type":null,"Date de début de session":"2023-07-13 18:03:13","Date de fin":"2023-07-13 18:33:13","Répondues":"non","Nombre d'invitations":0,"Nombre d'invitations email":0,"Nombre d'invitations SMS":1,"Nombre Appels":1,"Durée totale des appels (secondes)":335,"Photos":1,"Vidéos":0,"Identifiant":"agent1@apizee.com","Service":"Tickets","Scans":0,"Appareil":"K","Système d'exploitation":"Android 10","Navigateur":"Chrome 114.0.0.0" }]
Get a "video meeting" room (conference)
Retrieving the link
Apizee Meet allows for one-to-one or multi-person face-to-face interactions. The assisted party starts with the front camera.