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Support Integration

Triggering Support on Historic Conversations

The trigger endpoint provides the ability to retroactively apply the support integration to existing conversations. This is useful when you've just created a support integration and want to process past conversations, or when you've updated your configuration and need to reprocess conversations.

Use Cases

Initial Setup: After creating a new support integration, trigger it on your most recent conversations to immediately forward them for support processing.

Configuration Updates: When you've updated your support integration settings (e.g. changed the email address), you can reprocess conversations with the new configuration.

Data Recovery: If processing failed for some conversations due to temporary issues, you can reprocess them to capture the missing data.

Processing Options

Sample Recent Conversations: Use the sample parameter (default: 20) to specify how many of your most recent conversations to process.

Specific Conversations: Provide an array of conversationIds to process specific conversations.

How It Works

When you trigger support on historic conversations:

  1. Conversation Selection: The system identifies conversations based on your criteria (sample size or specific IDs)
  2. Bot Filtering: If your integration is linked to a specific bot, only conversations from that bot are processed
  3. Queue Processing: Each conversation is queued for support processing using the same pipeline as real-time processing
  4. Contact Extraction: Contact details are extracted from conversations
  5. Email Forwarding: If configured, conversation transcripts are forwarded to the support email

The response includes the number of conversations that were queued for processing:

Important Considerations

  • Processing happens asynchronously in the background
  • Large batches may take several minutes to complete
  • The maximum sample size is 1000 conversations per request
  • Each processing consumes API tokens based on conversation length
  • Previous support processing results for these conversations will be overwritten