API Endpoint

POST Ticket Reply API

/api/v1/ai/ticket-reply

Generate a professional, context-appropriate reply to a support ticket using only available details without fabricating missing account/payment values.

Request Body Parameters

Field	Type	Required	Description
`ticket`	string	Required	The customer support ticket message text (Max: 20,000 characters).
`subject`	string	Optional	Optional ticket subject header.
`customer_name`	string	Optional	Optional customer name for greetings.
`business_name`	string	Optional	Optional business name for signature.
`customer_context`	string	Optional	Optional customer account details context.
`product_context`	string	Optional	Optional product catalogs spec context.
`business_context`	string	Optional	Optional business policy operational context.
`previous_messages`	array	Optional	Optional array of previous messages in conversation thread.
`tone`	string	Optional	Response tone. Options: "professional", "friendly", "empathetic", "concise". Default is "professional".
`language`	string	Optional	Optional response language.
`instructions`	string	Optional	Optional custom instructions to follow.
`model`	string	Optional	Optional AI model to use.

Example Request

This example demonstrates how to draft a response for a customer billing complaint, passing custom agent instructions.

JSON Request

{
  "ticket": "My payment was deducted but my subscription is still not active.",
  "customer_name": "John Doe",
  "business_name": "RSFlowHub Team",
  "customer_context": "Billing shows payment pending verification.",
  "instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
}

cURL

curl -X POST https://rsflowhub.com/api/v1/ai/ticket-reply \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "ticket": "My payment was deducted but my subscription is still not active.",
    "customer_name": "John Doe",
    "business_name": "RSFlowHub Team",
    "customer_context": "Billing shows payment pending verification.",
    "instructions": "Empathize and ask them to send the transaction receipt ID for manual verification."
  }'

Example Response

The response returns the drafted reply content, tone, and language.

JSON Response

{
  "success": true,
  "data": {
    "result": {
      "reply_text": "Hi John, we are sorry to hear that your payment was deducted but your subscription is not yet active. According to our billing system, the payment is currently pending verification. Could you please send us your transaction receipt ID so we can verify and activate your account manually? Thank you, RSFlowHub Team",
      "language": "en",
      "tone": "empathetic"
    }
  },
  "meta": {
    "credits_used": 3,
    "credits_remaining": 995
  }
}

API Request Example

Use the cURL snippet below to test the endpoint.