babelforce offers an extensive overview of all our endpoints that are publicly available - you find it in our developer hub.
Let's first look at the authentication method before we look at the different APIs in a little more detail.
Authentication against babelforce endpoints:
All babelforce APIs are JSON-based and RESTful, and allow users to authenticate HTTP requests with standard bearer access tokens obtained from our OAuth 2.0 service.
To generate a bearer token, you can use the following API request:
curl --location 'https://{my_environment}.babelforce.com/oauth/token' \
--header 'Content-Type: application/x-www-form-urlencoded' \
--data-urlencode 'username={my_username}' \
--data-urlencode 'password={my_password}' \
--data-urlencode 'grant_type=password'
Your token will be valid for 12 hours and can be used as a request header via
"Authentication: Bearer {my_bearer_token}"
Environments:
If your babelforce account URL is "https://apps.babelforce.com", replace {my_environment} above with "services", otherwise use your custom environment domain:
Environment | base URL |
EU ( all account with domain https://apps.babelforce.com) | https://services.babelforce.com |
Custom environment domain | https://my-company.babelforce.com |
Make sure that the base URL for all requests contains the correct region subdomain.
Credentials:
Note that for most of our API collections, you need a user with "manager" rights. You can add the respective user via "Global settings > User management".
Now, let's look at the different collections:
babelforce collections in detail:
Let's go through what you find in our developer hub and how to authenticate against our APIs.
-
Manager
-
Agent
-
Env Sync Api
-
Task Automations Api
-
Agent synchronization
-
SCIM
-
SSO
1. Manager: This API covers all requests that can be carried out via our manager app e.g, you could
- automate the creation of call flows with this API,
- add agents and manage their skills
- adjust the call routing
- adjust your business hours
- automate your call reporting by extracting call data to your data warehouse tool
- automate SMS processes
...and so much more!
2. Agent: This API can be used with agent user rights. Via this API you can for example
- manage calls
- transfer calls
- handle conference calls
3. Env Sync API: allows you to synchronize the data on two different accounts. Imagine you don't want to touch your production account but instead prefer to test everything first on a sandbox. The env sync API allows you to push all your changes on sandbox to your production environment (or any other account). Apart from that, you can also create a snapshot of your current account setup that you can reapply to that same account later on:
- create snapshots of your account
- synchronize data on two different accounts
4. Task Automations API: Our task automation tool enables you to automate basically any multichannel process that requires data exchange between multiple tools. You can
- create task templates that:
- send data to a 3rd party system
- receive data from a 3rd party system to use this data in consecutive parts of the process
- route tasks (like emails, calls, messages) to agents
- schedule reoccurring tasks (via cron)
- manage your API token via our secrets APi
- set up webhooks to handle incoming data from Zendesk
- ....
A few examples:
- verification of a caller who's data is stored in your custom SAP system
- set all agents on busy every day at 6pm
- synchronize presence status between zendesk and babelforce
- schedule a callback requested by a customer via your business website
- forward emails to your helpdesk/CRM and automatically analyze its intent
5. Agent synchronization:
- Allows synchronization of agents' external Ids with 3rd party systems: Imagine you would like to push a ticket to an agent when they take a call. To do that, babelforce needs to know the id of that agent in your helpdesk. By synchronizing the agent data, we store the agent's 3rd party id in babelforce.
6. SCIM: The SCIM API is abbelforce's implementation of the "System for Cross-domain Identity Management". It's a standard for automating the exchange of user identity information between identity domains or IT systems. You can for example
- manage users in your 3rd party system
- manage user groups
- configure your SCIM setup
7. SSO: babelforce's API for the implementation via openidconnect. It allows you to
- manage your user's identities
- manage the configuration on openidconnect
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