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integrations

Create Escalation

Create an escalation from a chat session.

This will create a ticket in the configured helpdesk provider.

post/integrations/escalations

Request body

chat_session_idstring uuid required
character_idstring uuid required
space_idstring uuid required
customer_emailstring email required
customer_namestring nullable
reasonstring

Escalation reason

provider_idstring nullable

Specific provider to use (optional)

Response

Successful Response

idstring uuid required
space_idstring uuid required
chat_session_idstring uuid required
character_idstring uuid required
integration_idstring uuid required
external_ticket_idstring nullable
external_ticket_urlstring nullable
reasonstring required
sentiment_scorenumber nullable
ai_confidencenumber nullable
conversation_summarystring nullable
statusstring required
external_statusstring nullable
error_messagestring nullable
resolved_atstring date-time nullable
resolution_notesstring nullable
customer_emailstring nullable
customer_namestring nullable
credits_usedinteger required
response_time_msinteger nullable
created_atstring date-time required
updated_atstring date-time required

Changes