Your own system next to every ticket
When you connect your own system, SupportChannel asks your own software what it knows about the customer of a ticket. You build one endpoint that answers signed requests with cards, such as orders, quotes or invoices. A card can carry actions with a small form, which an agent runs from the ticket.
What does the Own system integration do?
Your own software as a source next to the ticket: you decide which cards and actions appear, SupportChannel shows and checks them.
- Cards from your own system next to every ticket: customer, order, quote, invoice or something of your own
- Your endpoint gets the ticket along, with your own reference and metadata, and the confirmed addresses of the customer
- Actions with a form, such as a partial refund, which only an agent runs and which add a note to the ticket
- Every request signed, with a timestamp inside the signature
What do you need to connect?
You build one https endpoint in your own system that checks the signature, and enter its address and a signing secret of at least 32 characters in SupportChannel. An admin switches on actions separately per connection.
Who decides what an action may do?
Checked twice. SupportChannel only sends an action when an admin switched actions on for the connection, the agent may see the ticket, the customer's address is confirmed and the action still exists in a fresh answer of your system. Then your own system checks everything again, with the rights the agent has there.
Every action carries a key your system runs only once, and ends up as a note on the ticket and in the audit log.
How does your customers' data stay safe?
- Reading is on, writing is your choice. An integration only reads by default. Writing back, such as a note or a new contact, is switched on deliberately by an admin per connection.
- The AI never moves money. Refunds and cancellations are done by a person only, with a confirmation. The AI agent reads the order and replies, nothing more.
- An order number is not proof. We search from the ticket, on the customer's known addresses and numbers. Someone who only gives an order number hears at most the status of that one order, and only when the email address matches too.
- Keys encrypted, with the fewest rights. Each integration lists the minimum rights it needs. Keys are stored encrypted and never reach the browser or a log.
- A slow store never holds up your ticket. If a system does not answer in time, the ticket opens anyway and you see honestly which integration did not answer.