Apps API

The Contact Center AI Platform (CCAI Platform) provides API endpoints to support integration with the platform. The Apps API extends features of the channels that the platform supports, including calls, chats and SMS. The endpoints are grouped into the following categories:

• Agent status

• Bulk user management

• Calls

• Campaigns

• Chats

• Co-browse

• Company Do Not Call list

• Contact data

• End users

• Force agent logout

• SMS

• Wait times

Basic authentication

Requests use basic authentication. To create API credentials follow these steps:

1. Go to the CCAI Platform portal.

2. Go to Settings > Developer Settings > API Credentials.

3. Add a new APi credentials and provide a name.

Note: The API key that you provide can't be retrieved later. Be sure to store it securely.

The credentials for API calls are as follows:

• The subdomain is used as the {username} variable.

• The token is used as the{​password} variable.

Every installation has its own subdomain. To find the subdomain, locate the URL in your browser. It should look similar to the following:

https://customer.uc1.ccaiplatform.com

Substitute the subdomain (customer, in this example) for the {subdomain} variable. Substitute the remainder of the URL (rest.of.url.com, in this example) for the {domain} variable.

Base URL

The API uses the following base URL for all of its API requests

https://{subdomain}.{domain​}/apps/api/v1

where a mention to /calls means https://{subdomain​}.​{domain​}/apps/api/v1/calls

Rate Limits

The system limits requests to a rate of 10 request per second per customer.