Functional documentation
Discussion feature V2
How to manage your discussions with the customer
API discussion Feature
This feature allows the managment of discussions. It enables you to ensure quality exchanges with your customers.
- Retrieve the typologies of discussion
- Retrieve the messages
- Answer the messages with / without attachment
- Open or close a discussion
What is a discussion?
In order to understand what “Discussion” means for Octopia you can read the help center documentation. You will find :
- How to manage your customer relationship
- What if a customer cancels his order
- How to manage order changes
- How to communicate with customer
How it works
This section can help you get acquainted with messaging endpoints.
What you can do with the Messaging API
Get discussions’s sub-typologies
Retrieve sub-typologies by order status and user. For each new discussion, a sub-typology will detail the reason for the request.
Sub-typologies may be used at different steps of the order life cycle. Below, some examples :
| Subtypology | User Type | Order Status |
|---|---|---|
| missingItemInProduct | Customer | Shipped, Delivered |
| missingProductsInOrder | Customer | Shipped, Delivered |
| orderCancellation | Customer | Shipped, Delivered |
| orderModification | Customer | Shipped, Delivered |
| orderNotShipped | Customer | Accepted, InPreparation, Shipped, Delivered |
| printReceipt | Customer | Shipped, Delivered, Cancelled |
| productIsDamaged | Customer | Shipped, Delivered |
| productIsNotWorking | Customer | Shipped, Delivered |
| wrongProductReceived | Customer | Shipped, Delivered |
Send reply message
Reply with a message to customer or customer care service with or without attachment.
Note that :
- Files format accepted are : {png, gif, bmp, jpg, tif, pdf, jpeg, doc, docx, xls}
- A message contains up to 3 attachments
- The maximum attachments size per message cannot exceed 4 MB
Get discussions
Retrieve discussions’s details thanks to a set of filters.
The maximum period of research discussions may not exceed 6 months.
Examples:
- Retrieve discussions on an order
- Retrieve open discussions that require a response
Get message from a discussion
Retrieve a discussion and messages details by discussion id.
It also provides the eligible recipients for your next replies.
Get attachments
Retrieve attachments’s details thanks to a set of filters.
- Retrieve attachments linked to a discussion
- Retrieve attachments linked to a message
Patch discussion/message
Open or close a discussion/message.
Count discussions
Retrieve the volume of discussions for a given query
Examples :
- Number of claims to treat
- Number of discussions to treat