Overview

Adding phone call documentation is helpful in contact centers, where both phone calls and digital messaging channels are in place.
By adding this documentation to Glassix, phone calls get reflected in the dashboards and reports, thus presenting you the complete status of your contact center in one place.

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Note:

The endpoints in this article are meant purely for documentation purposes and won't create a ticket/conversation.
If you don't have a ticket create one first using this Guide.

Record Phone Call Has Started

Use the started API and provide the ticket id you received in the create ticket's response.

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Note:

If you don't provide a dateTime it will automatically be set to the current date and time.

Add Audio Link Reference

Use the audio-link API to add a recording audio file of the phone call.

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Warning:

Audio format needs be a supported format for playing it on the browser.

Record Phone Call Has Ended

Use the ended API and provide the ticket id you received in the create ticket's response.

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Note:

If you don't provide a dateTime it will automatically be set to the current date and time.