# Glassix Documentation

> Documentation for Glassix

## Guides: Developers
- [Getting Started with the API](https://docs.glassix.com/docs/getting-started-with-the-api.md): Overview, walkthrough and examples for using the API
- [Send a Non-Ticket Message](https://docs.glassix.com/docs/send-a-non-ticket-message.md): Send messages without creating a ticket via WhatsApp, SMS and Apple Business Chat
- [Integrate Conversations with External Platforms](https://docs.glassix.com/docs/conversation-integration-to-external-platforms.md)
- [Manage Knowledge Center Content in the API](https://docs.glassix.com/docs/manage-knowledge-center-content-in-bulk.md): Bulk operations for your knowledge center content using the API
- [Rate Limits](https://docs.glassix.com/docs/rate-limits.md)
- [Image and File URLs](https://docs.glassix.com/docs/s3-presigned-urls-expiration-and-behavior.md)
- [Functions](https://docs.glassix.com/docs/functions.md)
- [Events Configuration](https://docs.glassix.com/docs/events-configuration.md)
- [Validate Outbound Webhooks and Web API](https://docs.glassix.com/docs/validate-outbound-webhooks-and-api.md): Protect your systems with authentication

## Guides: Bots and Automated Flows
- [Bot Best Practices](https://docs.glassix.com/docs/bot-best-practices.md)
- [Connecting Steps](https://docs.glassix.com/docs/connecting-steps.md): How to connect steps to other components in a flow
- [Flows Settings](https://docs.glassix.com/docs/flows-settings.md): Global settings for chatbot behavior and branding
- [Add Web-API Step](https://docs.glassix.com/docs/add-web-api-card.md)
- [Add Buttons Step](https://docs.glassix.com/docs/add-buttons-step.md): Add a Multiple Choice Menu Step to direct users within a chatbot flow.
- [Add Name Step](https://docs.glassix.com/docs/add-name-step.md): Within your chatbot flow, collect the user's name.
- [Add Email Step](https://docs.glassix.com/docs/add-email-step.md): Within your chatbot flow, ask the customer's email.
- [Add Yes/No Step](https://docs.glassix.com/docs/add-yesno-step.md): Add a binary or multiple choice Step to your chatbot flow.
- [Add Phone Number Step](https://docs.glassix.com/docs/add-phone-step.md): Within your chatbot flow, obtain the user's phone number.
- [Add Address Step](https://docs.glassix.com/docs/add-message-step.md): Within your chatbot flow, obtain the user's address.
- [Add Note Step](https://docs.glassix.com/docs/add-note-card.md): A note step enables you to add a note transaction to the ticket. This type of transaction is visible only to agents and not to the client, making it useful for recording important information related…
- [Introduction to AI Agents](https://docs.glassix.com/docs/introduction-to-ai-agents.md): Learn more about how AI agents work, what they do and don't do, and how they fit into your existing flows
- [AI Agent Best Practices](https://docs.glassix.com/docs/ai-agent-best-practices.md): How to build a functional and effective AI agent
- [Create an AI Agent](https://docs.glassix.com/docs/ai-agent.md): Create and name your new agent.
- [Write a Behavior Description (Prompt)](https://docs.glassix.com/docs/write-a-behavior-description-prompt.md): Tell your agent who it is and what it does.
- [Create Actions and Tools](https://docs.glassix.com/docs/create-actions-and-tools.md): Give your agent functionality and exit points.
  - [Add MCP Tools](https://docs.glassix.com/docs/add-mcp-tools.md): MCP allows the agent to connect to external apps (Jira, Monday, ClickUp etc') to read and write content to those apps
    - [Add Salesforce MCP](https://docs.glassix.com/docs/add-salesforce-mcp.md): Salesforce can be connected through "Oauth" flow, here's a guide how to connect Salesforce to Glassix AI agents
- [Add Your Knowledge Center](https://docs.glassix.com/docs/add-your-knowledge-center.md): Using the information in your knowledge center with your AI agent.
- [Add Input Parameters](https://docs.glassix.com/docs/add-input-parameters.md): Give your agent access to information from earlier in your flow.
- [Test Your Agent](https://docs.glassix.com/docs/test-your-agent.md): Make sure your agent is behaving as expected.
- [Automated Tests](https://docs.glassix.com/docs/automated-tests.md): Save your agent's key scenarios as tests you can re-run to catch anything a change breaks.
- [Security in AI Agents](https://docs.glassix.com/docs/security-in-ai-agents.md): Keep your AI agents safe, scoped, and trustworthy before and after you go live.
- [Integrate Into a Flow](https://docs.glassix.com/docs/integrate-into-a-flow.md): Put your agent to work by adding it to a flow.
- [Use Multiple Agents](https://docs.glassix.com/docs/use-multiple-agents.md): Split up your workflow into multiple agents.
- [Add Content](https://docs.glassix.com/docs/add-your-support-content.md)
- [Scan a Website](https://docs.glassix.com/docs/scan-a-website-guide.md): Extract text content from any public URL (pages on your website, pricing, blog posts, etc.)
- [Add Content Categories](https://docs.glassix.com/docs/content-categories.md)
- [AI Chatbot](https://docs.glassix.com/docs/generative-ai.md)
  - [AI Chatbot Explained](https://docs.glassix.com/docs/ai-chatbot-explained.md): Deliver quick, smart assistance to your customers using AI
  - [AI Chatbot Step](https://docs.glassix.com/docs/ai-chatbot-card.md): Connect AI Chatbot to a chatbot flow
  - [AI Based Questions and Answers](https://docs.glassix.com/docs/questions-and-answers.md): Glassix allows you to create a database of Q&A for your chatbots to recognize and answer. This helps reduce the need and wait time for human representatives.
  - [Customer Data](https://docs.glassix.com/docs/customer-data.md)
  - [AI Chatbot Best Practices](https://docs.glassix.com/docs/ai-chatbot-best-practices.md)
  - [FAQ](https://docs.glassix.com/docs/ai-chatbot-faq.md): Frequently asked questions about our AI Chatbot

## Guides: Channels
- [Channel Settings Overview](https://docs.glassix.com/docs/channel-settings-overview.md): Learn in detail about the different channel settings in Glassix
- [Connect Apple Messages](https://docs.glassix.com/docs/connect-apple-messages-to-glassix.md)
- [Connect Instagram Account](https://docs.glassix.com/docs/connecting-instagram-user-to-glassix.md)
- [FAQ](https://docs.glassix.com/docs/faq.md)
- [Voice Overview](https://docs.glassix.com/docs/voice-overview.md): Connect AI agents and bot flows to a voice channel
- [Connect a Number](https://docs.glassix.com/docs/connect-a-number.md): Connect your VOIP or traditional telephony solution to Glassix
- [Connect a SIP Address](https://docs.glassix.com/docs/connect-a-sip-address.md): Terminate calls at a SIP address instead of a phone number
- [Connect FreePBX](https://docs.glassix.com/docs/connect-freepbx.md): Connect your FreePBX system to a Glassix SIP address
- [Transfer Calls](https://docs.glassix.com/docs/transferring-calls.md): Transfer calls from Glassix to your telephone number
- [Voice AI agents checklist](https://docs.glassix.com/docs/ai-voice-agent-checklist.md): Tips for building effective voice-based agentic flows
- [Use Custom Headers in Voice Flows](https://docs.glassix.com/docs/use-custom-headers-in-voice-flows.md): Pass data to and from your telephony provider
- [Template Management](https://docs.glassix.com/docs/whatsapp-templates-managment.md): Managing your WhatsApp templates in Glassix.
- [WhatsApp Embedded Sign-Up Guide](https://docs.glassix.com/docs/connecting-a-whatsapp-number-embedded-sign-up-guide.md): Add a new WhatsApp number using the embedded signup flow.
- [Connect TikTok Account](https://docs.glassix.com/docs/tiktok-videos-and-comments.md)

## Guides: Dashboards
- [Dashboards Overview](https://docs.glassix.com/docs/dashboardnavigation.md): View and manage agent performance
- [Add Dashboard Widgets](https://docs.glassix.com/docs/add-widgets.md): A widget is a preconfigured component of your dashboard, typically displaying a particular dataset to give context to a given activity.
- [Add a New Custom Dashboard](https://docs.glassix.com/docs/add-a-new-custom-dashboard.md): Learn about detailed steps to add a new custom dashboard.

## Guides: Security
- [Audit Logs](https://docs.glassix.com/docs/audit-logs.md)
- [Security Best Practices](https://docs.glassix.com/docs/security-best-practices.md)
- [Single Sign On (SSO)](https://docs.glassix.com/docs/sso.md)
- [Secondary Load Balancer Security Configuration](https://docs.glassix.com/docs/secondary-load-balancer-security-configuration.md): Information regarding our security configuration for times when we need to switch to our secondary load balancer

## Guides: Users
- [Diagnosing Connection Issues](https://docs.glassix.com/docs/diagnosing-connection-issues.md): Tips for resolving connection issues and using the network diagnostic tool
- [Creating and Managing Teams](https://docs.glassix.com/docs/creating-and-managing-teams.md): Learn how to create and manage teams at Glassix

## Guides: Tickets
- [AI Message Translation](https://docs.glassix.com/docs/ai-translation.md): Translate inbound and outbound communication into your agents' native languages.
- [Tags](https://docs.glassix.com/docs/tags.md): Predefined labels for your tickets
- [Automatic Ticket Assignment](https://docs.glassix.com/docs/automatic-ticket-assignment.md): Learn about automatic ticket assignment process in Glassix.
- [Move Tickets Between Departments](https://docs.glassix.com/docs/move-tickets-between-departments.md): Learn how to transfer and restrict tickets across different departments
- [Create a Nested Conversation](https://docs.glassix.com/docs/creating-a-nested-conversation.md): Nested Conversations allow you to open an internal communication thread related to a specific customer conversation. This is useful when you need assistance from a colleague, another department, or…
- [Ticket Lifecycle](https://docs.glassix.com/docs/ticket-lifecycle.md)
- [Dynamic Fields](https://docs.glassix.com/docs/dynamic-fields.md): Dynamic fields available in the API, flows, functions and the agent view
- [Surveys](https://docs.glassix.com/docs/surveys.md): Learn how to build and setup surveys for customers to collect feedback

## Guides: Reports
- [Reports Overview](https://docs.glassix.com/docs/reporting-custom-reports-and-scheduling-reports.md): Configure and run system, configured, custom and scheduled reports

## Developers: Glassix
- [Overview](https://docs.glassix.com/reference/overview.md): Our REST API enables you to control Glassix's application from your back-end.
- [Access Token](https://docs.glassix.com/reference/access-token.md): #### An Access Token is a short-lived credential used to authenticate your application to Glassix. To get an access token, which is valid for 3 hours, use this endpoint. The access token contains the…
- [Details](https://docs.glassix.com/reference/details.md)
- [Create](https://docs.glassix.com/reference/create-ticket.md): This endpoint creates a new ticket with participant/s and fields. After creation, you can send messages on behalf of users. You don't need to include the ticket's owner as participant. Lean more…
- [Get](https://docs.glassix.com/reference/get-ticket.md): This endpoint returns a ticket by id.
- [List](https://docs.glassix.com/reference/get-tickets-list.md): This endpoint returns an array of <a href="https://docs.glassix.com/reference/ticket" target="_blank">tickets</a> with activity in the time frame provided.  A ticket is determined as active if the…
- [Send](https://docs.glassix.com/reference/send-ticket.md): This endpoint sends a message (transaction type "Message") on behalf of the token's user to all the ticket's participants. HTML is supported in email and web chat channels; <a…
- [Set State](https://docs.glassix.com/reference/set-ticket-sate.md): This endpoint resets the state of a ticket. **Tickets may have 4 states:** 1.  Closed 2.  Open 3.  Pending 4.  Snoozed
- [Set Fields](https://docs.glassix.com/reference/setfields.md): This endpoint updates a ticket field/s.
- [Set Participant Name](https://docs.glassix.com/reference/set-participant-name.md): This endpoint updates the name of a single participant within a ticket.
- [Set Owner](https://docs.glassix.com/reference/set-owner.md): This endpoint assigns a new owner to a ticket.
- [Set Summary](https://docs.glassix.com/reference/post-tickets-setsummary.md)
- [Assign Available User](https://docs.glassix.com/reference/assign-available-user.md): This endpoint allows the specified ticket to be assigned to another available agent. If there is none, the ticket will be moved to the queue.
- [Set Department](https://docs.glassix.com/reference/set-department.md): This endpoint "moves" a ticket to another department. Note, this copies the ticket to the other department where the ticket will receive a new ticket id.
- [Add Tags](https://docs.glassix.com/reference/add-tags.md): This endpoint adds tags to a specified ticket. Note: - Each new tag **must** exist in the allowed tags list, which can be edited in the settings page. - You can only update open or snoozed tickets
- [Remove Tag](https://docs.glassix.com/reference/remove-tag.md): This endpoint removes a single tag from a ticket.
- [Add Note](https://docs.glassix.com/reference/add-note.md): This endpoint adds a note to the ticket. The note will be sent on behalf of the token's user and not visible to customers, only to agents.  **At least one of the following params is required to add a…
- [Scramble](https://docs.glassix.com/reference/scramble-ticket.md): This endpoints removes all the data from this ticket (this action cannot be reversed). For more information read [here](https://docs.glassix.com/docs/permanently-scramble-a-ticket).
- [PDF](https://docs.glassix.com/reference/ticket-pdf.md): This endpoint will return the ticket summary, containing all the messages, ticket details and photos as a pdf document.
- [HTML](https://docs.glassix.com/reference/ticket-html.md): This endpoint will return the ticket summary, containing all the messages, ticket details and photos as an HTML document.
- [Generate Survey Link](https://docs.glassix.com/reference/generate-survey-link.md): Surveys are your way of receiving from your customer information about their experience contacting your center.  Glassix allows you to create and send surveys once tickets are closed.  **For the…
- [Get All](https://docs.glassix.com/reference/get-all-users.md): This endpoint will return all the users in the department.
- [Set Status](https://docs.glassix.com/reference/set-status.md): Set the status of a user. > 🚧 **Note:** > > Setting a new status affects the queue for incoming tickets and auto replies.  > 🚧 **Note:** > > Status Break2 through Break5 can only be used if their…
- [Get Status Logs](https://docs.glassix.com/reference/get-users-statuslogs.md): This endpoint returns an array of users, their duration in each status, and status change times - per local date - for the time frame provided. If you provide a specific user's ID, this endpoint will…
- [Get Status](https://docs.glassix.com/reference/get-status.md): This get the status of an user
- [Update User](https://docs.glassix.com/reference/user-update.md): Update a user's information.  > 🚧 **Note:** >  > In order to change a user's information you must use the specific user's Access Token.
- [Add](https://docs.glassix.com/reference/add-user.md): This endpoint adds new users to the current department. **Each user name needs to be a valid email address.** The API allows you to attach a unique argument to your users.
- [Delete](https://docs.glassix.com/reference/delete-user.md): This endpoint deletes a user from all of the departments. The user will only be deleted from departments that both the user and the token's user are in.
- [Set Unique Argument](https://docs.glassix.com/reference/put_users-setuniqueargument.md): Add a custom value to a user in this department. The value is not used by Glassix. Can be helpfull to set this value as the user id in your CRM for example.  (this argument is per department, meaning…
- [Get User By Unique Argument](https://docs.glassix.com/reference/get-by-unique-argument.md): This endpoint returns a user according to the unique argument provided.
- [Set User Roles](https://docs.glassix.com/reference/set-roles.md): This endpoint updates the roles of an existing user. This endpoint overrides all existing roles and replaces them with the new ones. The access token of the user which performs the request must have…
- [Is Online](https://docs.glassix.com/reference/is-online.md): This endpoint checks if the department is open at the moment. Each protocol can have different business hours.
- [Get Tags](https://docs.glassix.com/reference/get-tags.md): This endpoint returns all the available ticket tags from this department.
- [Get](https://docs.glassix.com/reference/get-contacts.md): This endpoint returns a contact based on the contact id.
- [Set Name](https://docs.glassix.com/reference/set-name.md): This endpoint updates the name of the contact.
- [Add Identifier](https://docs.glassix.com/reference/add-identifier.md): This endpoint adds an identifier to an existing contact.The identifiers that can be added using this endpoint are:1. Phone number2. Email address3. Facebook ID4. Instagram ID
- [Set Unique Argument](https://docs.glassix.com/reference/set-contact-unique-argument.md): This endpoint adds and changes unique parameter to a contact. The parameter can be the contact id in your CRM or any other id you want.
- [Delete Identifier](https://docs.glassix.com/reference/delete-identifier.md): This endpoint deletes an identifier from an existing contact.
- [Get All](https://docs.glassix.com/reference/get-all-canned-replies.md): this endpoint returns all of the departments canned replies.
- [Add](https://docs.glassix.com/reference/add-canned-replies.md): This endpoint adds a new canned reply to the department.
- [Delete](https://docs.glassix.com/reference/delete-canned-replies.md)
- [Send](https://docs.glassix.com/reference/send-interactive-document.md): #### Create new documents and send them to all the ticket's participants. The document will be sent on behalf of the ticket owner.  Each document being sent has a template. The template is the…
- [Send](https://docs.glassix.com/reference/protocols-send.md): This endpoint sends a message, not as a part of a ticket.  **Currently the supported protocols are: ** 1. WhatsApp 2. SMS 3. AppleBusinessChat  The **from** parameter must be a number or an Apple Id…
- [Started](https://docs.glassix.com/reference/call-started.md): This endpoint adds a record that the phone call has started. Have a look at our <a href="https://docs.glassix.com/docs/add-a-phone-call-documentation" target="_black">guide</a> for more details and…
- [Ended](https://docs.glassix.com/reference/call-ended.md): This endpoint adds a record that the phone call has ended. Have a look at our <a href="https://docs.glassix.com/docs/add-a-phone-call-documentation" target="_black">guide</a> for more details and…
- [Audio Link](https://docs.glassix.com/reference/call-audio-link.md): This endpoint adds a recording of the phone call as a link reference. Have a look at our <a href="https://docs.glassix.com/docs/add-a-phone-call-documentation" target="_black">guide</a> for more…
- [Get Events](https://docs.glassix.com/reference/get-events.md): If you can't set an endpoint to receive the events via webhooks, you can use long polling to get the events. The max number of events that can be returned in each request is 30. The max number of…
- [Delete Event](https://docs.glassix.com/reference/delete-event.md): To delete events, post an array of objects containing pairs of queueReceiptHandle and queueMessageId received from the [get events](https://glassix.readme.io/reference/get-events) endpoint (set the…
- [Events](https://docs.glassix.com/reference/events-overview.md)
- [Get All Categories](https://docs.glassix.com/reference/get-all-content-categories.md): Get all knowledge center content categories.
- [Create Content](https://docs.glassix.com/reference/create-content.md): Adds a textual piece of content (SnippetContent) to the knowledge center.
- [Get Content](https://docs.glassix.com/reference/get-content.md): Retrieve a knowledge base content using its ID.
- [Update Content](https://docs.glassix.com/reference/update-content.md): Updates a textual piece of content (SnippetContent) in the knowledge center.
- [Delete Content](https://docs.glassix.com/reference/delete-content.md): Deletes a piece of content from the knowledge center.
- [Get All Contents](https://docs.glassix.com/reference/get-all-contents.md): Retrieve all knowledge center contents.
- [Finding your WhatsApp Business Account (WABA) ID](https://docs.glassix.com/reference/finding-your-whatsapp-business-account-waba-id.md): How to find your WABA ID in Meta and in Glassix
- [List Templates](https://docs.glassix.com/reference/get_whatsapptemplateswaba.md): List all WhatsApp templates by WABA.
- [Create Template](https://docs.glassix.com/reference/post_whatsapptemplateswaba.md): Create a new WhatsApp template.
- [Delete Template](https://docs.glassix.com/reference/delete_whatsapptemplateswaba.md): Delete a WhatsApp template.
- [Upload WhatsApp Media](https://docs.glassix.com/reference/post_whatsappmediauploads.md): Upload media for use in WhatsApp template examples.

## Developers: Widgets
- [TokBox Network Connectivity Requirements](https://docs.glassix.com/reference/tokbox-network-connectivity-requirements.md)
- [Find API Key and Secret in Tokbox](https://docs.glassix.com/reference/find-api-key-and-secret-in-tokbox.md)
- [Chat Widget Cookies](https://docs.glassix.com/reference/chat-widget-cookies.md)
- [Methods](https://docs.glassix.com/reference/agent-widget-methods.md): Reference for the JavaScript methods available on the Glassix agent widget client