Standard Responses API

This is part of the Multimedia Interactions API section of the Web Services API.

Overview

A Standard Response is a text template with keyword placeholders that are meant to be replaced, resulting in a standardized, yet custom message that is crafted according to the situation and customer.

The Web Services API caters to Standard Response features.

This section describes general concepts employed by the standard response portion of the Web Services API and provides guidance for developers building standard response into their client applications.

Example

Standard Response template transformed into a message

Hello <$ Customer.FirstName $> <$ Customer.LastName $>, I am <$ Agent.FirstName $> and I am happy to help you.

transforms into

Hello Clark Kent, My name is Lex and I am happy to help you.

Basic Standard Response Operations

• Retrieve information about standard responses
• Render a Standard Response into a real message
• Retrieve Standard Response data for UCS reporting
• Retrieve the content of specific document

Favorites Control

• Get agents favorite responses
• Add standard response favorite
• Remove a standard response favorite
• Delete all standard response favorites