Start Customer Escalation

Overview

The Start Escalation API is called to initiate an escalation and it must be called before the other escalation APIs.

Request Body

Customer object is optional for authenticated customers. Values provided in request will take precedence over the values provided during customer registration.

SecurityoAuthCustomer or oAuthAnonymousCustomer
Request
path Parameters
portalID
required
number
Example: 202200000001001
query Parameters
$lang
required
string

The knowledge base language used for retrieving response. Must be a language accessible to user.

Enum: "en-US" "en-GB" "fr-FR" "es-ES" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "sv-SE" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR"
Example: $lang=en-US
header Parameters
Accept-Language
required
string
Default: en-US

Language locale accepted by client (used for locale specific fields in resource representation and in error responses).

Enum: "en-US" "es-ES" "fr-FR" "it-IT" "de-DE" "nl-NL" "pt-BR" "pt-PT" "da-DK" "ru-RU" "fr-CA" "zh-CN" "ja-JP" "ko-KR" "sv-SE"
Request Body schema: application/json
object (Customer)

Customer

subject
required
string [ 1 .. 1024 ] characters

The subject of the email message.

body
required
string [ 1 .. 2000 ] characters

The body of the email message.

channel
required
string

The type of escalation

Enum: "chat" "email"
chatEntryPointId
number

The entry point id of chat escalation.

Must be provided when channel is chat.

url
required
string [ 1 .. 4000 ] characters

The url of the page the customer was viewing at the time.

object

Only required when captcha is enabled for portal

Responses
201

Created

400

Bad Request

401

Unauthorized

403

Forbidden

406

Not acceptable

500

Internal server error

post/portals/{portalID}/escalate
Request samples
application/json
{}
Response samples
application/json

Required query parameter is missing

{
  • "code": "400-112",
  • "developerMessage": "Required query parameter(s) is missing. The following parameters are required: <param name>"
}