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Lead

The Leads Management module improves communication, support, and effective interaction. Utilize it to retrieve user tickets, create ticket histories, and generate new tickets. This module also enables you to set up video rooms for participants, providing room tokens for secure access.

Custom Form

A custom form in the Fynd Platform refers to a tailored web form created within the Fynd Platform platform to collect specific information from customers or website visitors. These forms are customizable and can be designed to gather various types of data, such as customer feedback, inquiries, registration details, event sign-ups, or product customization requests. Sellers can create custom forms using Fynd Platform's built-in form builder or by integrating third-party apps that offer advanced form-building capabilities. Custom forms created are available directly on websites. This resource facilitates the mechanism through which all custom forms can be retrieved and submitted.

Operations
GET
/service/application/lead/v1.0/form/{slug}
# Get custom form
POST
/service/application/lead/v1.0/form/{slug}/submit
# Submits form data
GET

Get custom form

Get a customizable form template for data collection.
Parameters
slug
string
Required
Slug of form whose response is getting submitted
Response
200
Success
CustomForm
application_id
string
Application ID for form
slug
string
Slug for the form, which is to be used for accessing the form
header_image
string
Form header image that will be shown to the user
title
string
Form title that will be shown to the user
description
string
Form description that will be shown to the user
priority
object (Priority)
Priority
login_required
boolean
Denotes if login is required to make a form response submission
Default Value : false
should_notify
boolean
Denotes if new response submission for the form should be notified to the assignees
Default Value : false
success_message
string
Message that is to be shown on succesfull form response submission
submit_button
object (SubmitButton)
SubmitButton
inputs
array of object
List of all the form fields
created_on
object (CreatedOn)
CreatedOn
poll_for_assignment
object (PollForAssignment)
PollForAssignment
_id
string
Unique identifier for the form
Examples
Parameters
Parameters are not required.
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GET
/service/application/lead/v1.0/form/{slug}
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Response
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POST

Submits form data

Sends user-entered data from a custom form for processing.
Parameters
slug
string
Required
Slug of form whose response is getting submitted
body
object (CustomFormSubmissionPayload)
Required
CustomFormSubmissionPayload
response
array of object
Required
Form response
attachments
array of object (TicketAsset)
List of all attachments related to the form
Array of TicketAsset
Response
200
Success
SubmitCustomFormResponse
message
string
Success message for form submission
ticket
object (Ticket)
Ticket
Examples
Parameters
Parameters are not required.
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POST
/service/application/lead/v1.0/form/{slug}/submit
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Response
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Ticket

Tickets are user escalation events recorded to track and resolve customer queries or problems. They serve as a structured way to manage and prioritize customer inquiries, ensuring timely resolution and maintaining customer satisfaction. Tickets typically include details such as the customer's contact information, description of the issue, and any relevant history or notes. They can be assigned to specific agents, have a status to indicate their progress in the resolution process, and may have a priority level based on the urgency of the issue. This resource allows you to create such tickets so that user queries can be recorded and resolved efficiently.

Operations
GET
/service/application/lead/v1.0/ticket/{id}
# Get a support ticket
POST
/service/application/lead/v1.0/ticket/
# Creates a ticket
GET

Get a support ticket

Get details of a specific customer support ticket.
Parameters
id
string
Required
ID of ticket to be retrieved
Response
200
Success
Ticket
context
object (TicketContext)
TicketContext
created_on
object (CreatedOn)
CreatedOn
response_id
string
Details of company and application realated to the ticket
content
object (TicketContent)
TicketContent
category
object (TicketCategory)
TicketCategory
sub_category
string
Sub-category assigned to the ticket
source
object (TicketSourceEnum)
Enum
status
object (Status)
Status
priority
object (Priority)
Priority
created_by
object
User details of ticket creator
assigned_to
object
Details of support staff to whom ticket is assigned
tags
array of string
Tags relevant to ticket
_custom_json
object
custom json relevant to the ticket
is_feedback_pending
boolean
Denotes if feedback submission is pending for the ticket
integration
object
Integration type and its details of the ticket
_id
string
Unique identifier for the ticket
updated_at
string
| date-time
Time when the ticket was last updated
created_at
string
| date-time
Time when the ticket was created
Examples
Parameters
Parameters are not required.
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GET
/service/application/lead/v1.0/ticket/{id}
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Response
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POST

Creates a ticket

Generates a new customer support ticket for a user query.
Parameters
body
object (AddTicketPayload)
Required
AddTicketPayload
created_by
object
Creator of the ticket
status
string
Status of the ticket
priority
object (PriorityEnum)
Enum
category
string
Required
Category of the ticket
content
object (TicketContent)
Required
TicketContent
_custom_json
object
optional custom data that needs to be sent
subscribers
array of string
Response
200
Success
Ticket
context
object (TicketContext)
TicketContext
created_on
object (CreatedOn)
CreatedOn
response_id
string
Details of company and application realated to the ticket
content
object (TicketContent)
TicketContent
category
object (TicketCategory)
TicketCategory
sub_category
string
Sub-category assigned to the ticket
source
object (TicketSourceEnum)
Enum
status
object (Status)
Status
priority
object (Priority)
Priority
created_by
object
User details of ticket creator
assigned_to
object
Details of support staff to whom ticket is assigned
tags
array of string
Tags relevant to ticket
_custom_json
object
custom json relevant to the ticket
is_feedback_pending
boolean
Denotes if feedback submission is pending for the ticket
integration
object
Integration type and its details of the ticket
_id
string
Unique identifier for the ticket
updated_at
string
| date-time
Time when the ticket was last updated
created_at
string
| date-time
Time when the ticket was created
Examples
Parameters
Parameters are not required.
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POST
/service/application/lead/v1.0/ticket/
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Response
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Ticket History

Tickets are user escalation events recorded to track and resolve customer queries or problems. Any interactions over the ticket, whether by a support agent or the user who raised the concern, are recorded as a Ticket History Item. This resource allows you to further interact and record such interactions on tickets. Interactions may include adding comments to the ticket or attaching a thread of conversation to interact with an agent.

Operations
POST
/service/application/lead/v1.0/ticket/{id}/history
# Log ticket history
POST

Log ticket history

Adds a history entry for a specific support ticket.
Parameters
id
string
Required
Ticket ID for which history is created
body
object (TicketHistoryPayload)
Required
TicketHistoryPayload
value
object
Required
Details of history event
type
object (HistoryTypeEnum)
Required
Enum
Response
200
Success
TicketHistory
type
string
Type of the history event
value
object
Data of the history event
ticket_id
string
Readable ticket number
created_on
object (CreatedOn)
CreatedOn
created_by
object
User who created the history event
_id
string
Unique identifier of the history event
updated_at
string
| date-time
Time of last update of the history event
created_at
string
| date-time
Time of creation of the history event
Examples
Parameters
Parameters are not required.
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POST
/service/application/lead/v1.0/ticket/{id}/history
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Response
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Video Room

A video room is a virtual space where support agents and customers can connect and engage in live video communication. These rooms can be accessed directly from a support ticket or through a designated URL, depending on the configuration of the ticket. Participants can join the video room through their web browser. Once in the video room, participants can communicate via live video, audio, and text chat to discuss and resolve issues in real-time. This helps speeding up a ticket resolution by reducing a back and forth communication as well as providing a more personalized and efficient support experience for customers. This resource facilitates the process by which you have the ability to interact and recieve information related to video room.

Operations
GET
/service/application/lead/v1.0/video/room/{unique_name}/participants
# List video room participants
GET
/service/application/lead/v1.0/video/room/{unique_name}/token
# Get video room token
GET

List video room participants

Gets the current participants inside a specific video room.
Parameters
uniqueName
string
Required
Unique name of Video Room
Response
200
Success
GetParticipantsInsideVideoRoomResponse
participants
array of object (Participant)
List of participants of the video room
Array of Participant
Examples
Parameters
Parameters are not required.
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GET
/service/application/lead/v1.0/video/room/{unique_name}/participants
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Response
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GET

Get video room token

Get a secure token for accessing a video chat room.
Parameters
uniqueName
string
Required
Unique name of Video Room
Response
200
Success
GetTokenForVideoRoomResponse
access_token
string
Access token to be used for video room
Examples
Parameters
Parameters are not required.
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GET
/service/application/lead/v1.0/video/room/{unique_name}/token
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Response
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