Customer profiles and tickets
Look up and sync customer profiles, and create tickets from your system.
4.4 Customer profiles
All conversations for the same customer are grouped into one customer profile, which the conversation’s contact_id points to. Identification priority: the member ID you sign (user_token or user.id passed via API) > channel user (such as WeChat openid) > web visitor. After an anonymous visitor logs in, they are merged into the member’s profile; two different members are not merged automatically. If their email or phone matches, it is only flagged in the backend for manual merging by support agents.
| Method | Path | Description |
|---|---|---|
| GET | /v1/contacts?user_id= or ?email= | Look up a customer profile by your member ID or email |
| GET | /v1/contacts/{id} | Customer profile: name, email, phone, tags tags, notes notes, custom fields attributes, conversation count, last visit time, member IDs user_ids |
| PATCH | /v1/contacts/{id} | Sync data from your system: name, phone, tags (up to 30), notes, attributes (fully replaced, up to 30 fields). Send only the fields you want to change |
4.5 Tickets
| Method | Path | Description |
|---|---|---|
| POST | /v1/tickets | Create a ticket, for example for a website “Contact Us” form: subject, description, priority (urgent / high / normal / low), customer’s name / email / phone, optionally linked to conversation_id or contact_id. If an email is provided, support replies will be emailed to the customer |
| GET | /v1/tickets/{id} | Ticket and timeline (customer messages, support replies, status changes; does not include internal notes) |
Ticket statuses: open awaiting handling, pending waiting for customer, resolved resolved, closed closed. Handling time limits are set by priority in “Bot Settings”.
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