Features V2
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 :
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 of 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
Endpoints
Get discussions's subtypologies GET /discussions/typologies
Call attributes : order status
Response attributes : typology id ; typologyCode ; subTypologyCode ; typologyDescription ; state ; salesChannel
Recommandations call frequency : occasionally
Gets count discussions GET/discussions/count
Call attributes : sales channel ; graduation code ; process status
Response attributes : discussion count
Recommandations call frequency : When needed
Get discussion using Discussion ID GET /discussions/{discussionId}
Call attributes : discussionId ; orderId ; salesChannel ; process status ; subtypologyCode ...
Response attributes : discussionId ; subject ; orderReference ; orderId ; offerId ; productId ; subTypologyCode ; typologyCode ; status ; customerId ; sellerid ; salesChannel ; message ; attachmentCount ; sender ; userType ; receivers
Recommandations call frequency : When needed
Retrieve a list of discussions GET /discussions
Call attributes : discussionId ; orderId ; salesChannel ; process status ; subtypologyCode ...
Response attributes : discussionId ; subject ; orderReference ; orderId ; offerId ; productId ; subTypologyCode ; typologyCode ; status ; customerId ; sellerid ; salesChannel ; message ; attachmentCount ; sender ; userType ; receivers
Recommandations call frequency : When needed
Add a message to an existing discussion POST /messages
Call attributes : body ; discussionId ; salesChannel-ExternalDiscussionReference ; salesChannel ; userId ; userType ; attachments ; content ; name ; FileFormat
Response attributes : Response attributes : type ; status ; trace id ; errors
Recommandations call frequency : When needed
Please note : The receivers userType in the request body MUST match the discussions receivers userType
Search attachments with parameters GET /attachments
Call attributes : discussionId ; messageId ; attachmentId
Response attributes : discussionId ; messageId ; attachmentId attachmentName ; content ; fileFormat
Recommandations call frequency : When needed
Open or close a discussion PATCH /discussions/{discussionId}
Call attributes : opt ; path ; value
Response attributes : "success"
Recommandations call frequency : When needed
Please note : Currently you can change only the isOpen property.
Mark a message as read or not read PATCH /messages/{messageId}
Call attributes : opt ; path ; value
Response attributes : "success"
Recommandations call frequency : When needed
Please note : Currently you can change only the hasRead property.