In this article, you read more about how to access the Spotler Engage API:
For each supported scenario, Spotler Engage is the source, and your own platform/tooling is the target. Authentication is required with each supported scenario. Technical documentation is available for this. Scenarios other than the ones described below are not supported by Spotler.
Contact your Account Manager if you are interested in using the Spotler Engage API and receiving the technical documentation.
Supported scenarios
Workforce Management
The Statistics dashboard in the Webcare module collects statistics on agents' handling of Webcare conversations. You can open up the data from this dashboard to your own tooling and use it for planning purposes. The Workforce Management API provides access to the same data as visible in the Statistics dashboard.
- streamId: the id of the stream which this record belongs to;
- streamName: the name of the stream which this record belongs to;
- streamColor: the color of the stream which this record belongs to;
- totalOpen: number of conversations/cases which match the filter and reside in Open state;
- total: number of cases which match the filter;
- averageWaitTime: average wait time persisted within the date range's filter for this stream;
- averageHandleTime: average handle time persisted within the date range’s filter for this stream;
- Conversations: number of conversations/cases which match the filter;
- Customers: number of distinct platformuserids for which a conversation/case has at least one action performed on it and matches the filter;
- Streams: number of distinct streams holding all conversations/cases which match the filter;
- OldestMessage: oldest creation date for a conversation/case which matches the filter and is currently in Open state.
Marketing performance
Social media posts in your content calendar provide statistics. These are collected in the Statistics dashboard in the Publish module. You can unlock the data from this dashboard to your own tooling. The API Marketing performance gives access to the same data as visible in the Statistics dashboard.
- customerAccountId: the unique identifier for this account;
- customerAccountName: the human readable name for this account;
- platform: the platform this account exists on;
- fans: the number of fans/followers for this account;
- engagement: the number of engagements;
- impressions: the number of impressions;
- fanGrowth: the number of fans gained during the selected time period.
CRM conversation registration
In the Webcare module, conversations take place with customers, residents or contacts. You can log these conversations in your own CRM platform. This allows you to generate a 360-degree customer view.
- id: unique identifier within Spotler Engage Webcare for this individual message;
- account: the account this message belongs to (e.g. customer account phone number, timeline/page name, etc);
- author: the information about the author who sent this message;
- content: the content of the message (note that this is an array which can contain multiple entries);
- postType: the (social) platform this message was sent on;
- postSubType: an indicator of the type of message within the given (social) platform;
- publishedAt: when this message appeared on the (social) platform.
WhatsApp Proactive
You can use the WhatsApp Proactive API to send template messages via WhatsApp to, for example, your customers, residents or contacts. Think of booking confirmations, advertisements, newsletters or updates. An opt-in from the recipient is required here.
Authentication
To use the Spotler Engage API, you need an access token. For most Spotler Engage environments, you obtain this access token by making a number of authentication calls, based on a username, password, environment name and Client ID. After contacting your Account Manager, you will receive a Client ID from us.
If you have activated Single Sign-On (SSO) on your Spotler Engage environment, authentication works via a token generated in your own SSO environment. Both authentication options are available in the technical documentation.
Conditions and restrictions
- Only aggregations are accessed, not full conversations;
- Only possible when streams are created based on stream type Conversation.
- X, Facebook and Instagram do not allow conversations to be unlocked (content-wise) via an API, only that a conversation took place can be unlocked;
- Only possible when streams are created based on stream type Conversation.
- Opt-in (consent) is required;
- Recipient must have an active WhatsApp account.