AI Agents Ticket API
Use the Ticket API to send and manage support tickets by interacting with a ticket automation virtual agent.
All requests should be made to your API base URL: https://api.ultimate.ai.
JSON format
Ticket events are represented as JSON objects with the following properties:
| Name | Type | Required | Description |
|---|---|---|---|
| platformConversationId | string | Yes | Unique ID for the conversation, generated by the custom CRM application. |
| text | string | No | The text content of the ticket update or message. |
| platform | string | Yes | Name of the platform sending the request. For custom CRM applications, use "PUBLIC_API". |
| metaData | array | No | Metadata variables to store in the session. |
| metaData.key | string | Yes | The variable or session parameter name. |
| metaData.value | string | Yes | The value for the variable. Only string values are supported. |
| metaData.sanitize | boolean | No | Optional. Set to true for personally identifiable information (PII) data. |
Converse with a Ticket Automation Agent
POST /converse/ticket
Sends an event to initiate or update a ticket conversation. The API acknowledges your message with a 200 OK and processes it asynchronously. Any response from the virtual agent will be delivered via your configured webhook.
Parameters
| Name | Type | In | Required | Description |
|---|---|---|---|---|
| Authorization | string | header | Yes | API key for the bot. Generate the key from the Custom CRM integration page in the Ultimate.ai dashboard. See the Authentication article for details. |
| botid | string | header | Yes | The ID of the bot sending or receiving the event. |
Example body
{"platformConversationId": "f15ee8b6-cf3e-4eaf-bf27-507ded70519a","text": "I need to update my shipping address","platform": "PUBLIC_API","metaData": [{"key": "order_id","value": "ABC123","sanitize": true},{"key": "customer_id","value": "user-9742"}]}