iService is a web-based, multichannel customer interaction solution that connects your business with your customers. It provides many ways to interact with your customers, as depicted in the diagram to the left.

 

iService is built using a set of REST APIs that power its user interface and functionality. REST stands for ‘Representational State Transfer’, which is an architectural pattern that describes how distributed systems can expose a consistent interface. When people use the term ‘REST API’, they are generally referring to an API accessed using the HTTP protocol at a predefined set of URLs.

 

These URLs represent various resources — any information or content accessed at that location, which is returned as JSON data. iService provides many REST APIs (> 150 API Endpoints) for creating tickets, sending email responses, looking up contact information, managing system settings, and pretty much anything you would ever do within the iService user interface. Each user interface (customer information, search interactions, message queue, etc.) typically has is its own API with multiple endpoints. But, they all work roughly the same way.

 

There are over 150 endpoints within the iService APIs available for retrieving and updating data, as well as performing actions like creating tickets or sending emails. These APIs are available for you to extend the application, or even create your own work flows.

 

This document contains information about the APIs used and is intended for use by software developers and integrators. The introductory chapters provide basic information about the APIs and common use cases. The API endpoints are grouped by user interface function and are detailed in the API Forms chapters of the guide.