The Pypestream Contact Center API allows developers to build integrations between Pypestream and contact centers. The Contact Center API supports communication between end-users and agents.
With Pypestream's Contact Center API, you can
- Escalate conversation to agents from a Pype and other messaging channels (Facebook, SMS, WhatsApp, etc.)
- Check agents availability to provide alternative escalation mechanisms
- Provide context to agents to support the end-user in a timely fashion
Functions
The Pypestream Contact Center API gives you access to Pypestream escalation capabilities. The API provides these key features:
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Send and receive messages: Send the end-user message to and from the agent, to be able to communicate from the Pype or messaging channels (Facebook, SMS, WhatsApp, etc.)
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Conversation history: Enable agents to review the solution chat history when the chat is escalated.
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Typing indicator: Inform the end-user if an agent is typing, or vice versa.
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Agents availability: Check agents availability and hours of operations upon escalating a chat.
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Agents wait time: Indicate the wait time to the end-user
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End conversation Indicate to end-users and to agents, if the other party is no longer available.
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Skill based routing Enable end-users to be escalate to the right agent group, based on the agent skill.
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Settings configuration Enable to review and edit the Contact Center setting.