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PingsConfig

An ordered ping sequence. Support-ticket sequences contain a resolution check, an optional CSI request, and a final ticket closer.

steps object[]required

The ordered ping steps.

  • Array [
    • step_numberStep Numberrequired

    Order of this step within the chain.

    after_minutesAfter Minutesrequired

    Cumulative minutes in the ping sequence. After a confirmed preceding step, the effective delay is the difference between the two step values.

    source objectrequired

    Specifies the content of a message to send, by reference to exactly one source — raw text, a prompt, a prepared message, a WABA template, or file(s).

    text object
    anyOf
    string
    prompt_id object
    anyOf
    integer
    prompt_version_id object
    anyOf
    integer
    prepared_message_id object
    anyOf
    integer
    waba_template_id object
    anyOf
    integer
    file_idsinteger[]
    caption object
    anyOf
    string
    dialogue_init_msg_modeDialogue Init Msg Mode

    Which dialogues this step targets — all, only those with replies, or only those without.

    Possible values: [only_with_replies, only_without_replies, all]

    Default value: only_with_replies
    new_lead_stage_id object

    Optional stage to move the lead to when this step fires.

    anyOf
    integer
    step_typePingStepType

    Follow-up, resolution check, CSI rating request, or final ticket closer.

    Possible values: [follow_up, resolution_check, csi_request, ticket_closer]

    Default value: follow_up
    acknowledgement_source object

    Immediate reply sent when continued support is not required. It is required on the CSI step when CSI is configured, or on the resolution step when CSI is omitted.

    anyOf
    text object
    anyOf
    string
    prompt_id object
    anyOf
    integer
    prompt_version_id object
    anyOf
    integer
    prepared_message_id object
    anyOf
    integer
    waba_template_id object
    anyOf
    integer
    file_idsinteger[]
    caption object
    anyOf
    string
    acknowledgement_closes_ticketAcknowledgement Closes Ticket

    Whether acknowledgement delivery closes the ticket. It is optional on CSI and must be true on the resolution step when CSI is omitted.

    Default value: false
  • ]
    • PingsConfig
    {
      "steps": [
        {
          "step_number": 0,
          "after_minutes": 0,
          "source": {
            "text": "string",
            "prompt_id": 0,
            "prompt_version_id": 0,
            "prepared_message_id": 0,
            "waba_template_id": 0,
            "file_ids": [
              0
            ],
            "caption": "string"
          },
          "dialogue_init_msg_mode": "only_with_replies",
          "new_lead_stage_id": 0,
          "step_type": "follow_up",
          "acknowledgement_source": {
            "text": "string",
            "prompt_id": 0,
            "prompt_version_id": 0,
            "prepared_message_id": 0,
            "waba_template_id": 0,
            "file_ids": [
              0
            ],
            "caption": "string"
          },
          "acknowledgement_closes_ticket": false
        }
      ]
    }