OverviewCopy Anchor Link

Three operational primitives sit behind the support desk:

• Macros — canned replies. A macro carries a body with {{placeholder}} variables and, optionally, actions that are applied besides sending the text: set a status, add tags, assign a user.
• Tags — your tenant's tag vocabulary for tickets: a name, a display colour and a description.
• Routing rules — an ordered, first-match-wins triage list. Each rule ANDs a set of conditions over a fixed six-field allowlist and names what should happen when it matches (assignee, priority, tags). Rules are applied when a ticket is created (see creating a ticket), and the dry run tells you which one would match without writing anything.

AuthenticationCopy Anchor Link

Authorization: Bearer cm_your_api_key

POST /routing-rules/evaluate is a dry run — it writes nothing, so it needs only the read scope. POST /macros/{id}/use increments a counter, so it needs write.

MacrosCopy Anchor Link

The macro objectCopy Anchor Link

{
  "id": "9b8a…",
  "tenant_id": "a0b1…",
  "name": "Refund acknowledged",
  "body": "Hi {{customer_name}}, your refund for order {{order_id}} is on its way.",
  "actions": { "set_status": "pending", "add_tags": ["refund"], "assign_to": null },
  "category": "billing",
  "is_active": true,
  "usage_count": 41,
  "created_at": "2026-08-01T10:00:00Z",
  "updated_at": "2026-08-16T14:00:00Z"
}

actionsCopy Anchor Link

set_status must match ^[a-z][a-z0-9_-]{0,31}$; it is stored as written, not checked against the ticket status list, so use one of the ticket statuses if you intend to apply it to a ticket.

Unknown keys inside actions are rejected with 422 rather than ignored, so a typo cannot silently do nothing.

GET /api/v1/support/ops/macrosCopy Anchor Link

Ordered by usage_count descending, then name — so the picker shows what your team actually uses.

curl "https://api.callmissed.com/api/v1/support/ops/macros?category=billing&is_active=true" \
  -H "Authorization: Bearer cm_your_api_key"

POST /api/v1/support/ops/macrosCopy Anchor Link

curl -X POST https://api.callmissed.com/api/v1/support/ops/macros \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Refund acknowledged",
    "body": "Hi {{customer_name}}, your refund for order {{order_id}} is on its way.",
    "actions": { "set_status": "pending", "add_tags": ["refund"] },
    "category": "billing"
  }'

Returns 201 with the macro object. 409 A macro named '…' already exists on a duplicate name; 404 Assignee not found in this tenant when actions.assign_to is not one of your users.

PATCH / DELETE /api/v1/support/ops/macros/{macro_id}Copy Anchor Link

PATCH takes the same fields, all optional, and returns the updated macro; sending actions: null clears the actions. DELETE returns 204. Both return 404 Macro not found for an id outside your tenant.

curl -X PATCH https://api.callmissed.com/api/v1/support/ops/macros/{macro_id} \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "is_active": false }'

curl -X DELETE https://api.callmissed.com/api/v1/support/ops/macros/{macro_id} \
  -H "Authorization: Bearer cm_your_api_key"

POST /api/v1/support/ops/macros/{macro_id}/useCopy Anchor Link

Renders the macro against a context and bumps usage_count.

curl -X POST https://api.callmissed.com/api/v1/support/ops/macros/9b8a…/use \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "context": { "customer_name": "Asha", "order_id": "A-4419" } }'

{
  "id": "9b8a…",
  "name": "Refund acknowledged",
  "body": "Hi Asha, your refund for order A-4419 is on its way.",
  "actions": { "set_status": "pending", "add_tags": ["refund"] },
  "usage_count": 42
}

Placeholder syntax is {{name}} (surrounding spaces allowed), where the name starts with a letter or underscore and may contain letters, digits, _ and ., up to 64 characters. Substituted values are truncated to 500 characters and are not re-scanned for placeholders.

Unknown or null-valued placeholders are left verbatim — {{order_id}} stays in the text rather than becoming an empty gap. Check the rendered body before sending it to a customer, or supply every variable the macro declares.

Applying the returned actions is your job: this endpoint renders and counts, it does not mutate a ticket.

TagsCopy Anchor Link

{
  "id": "7f6e…",
  "tenant_id": "a0b1…",
  "name": "refund",
  "color": "#c2410c",
  "description": "Money going back to the customer",
  "created_at": "2026-08-01T10:00:00Z",
  "updated_at": "2026-08-01T10:00:00Z"
}

GET is ordered by name and takes limit (1..500, default 100) and offset (0..100000). There are no filters.

Anything other than a hex triplet returns 422 color must be a hex triplet like '#aabbcc'. PATCH takes the same fields, all optional, and returns the updated tag; DELETE returns 204. 404 Tag not found for an id outside your tenant, 409 A tag named '…' already exists on a duplicate name.

curl "https://api.callmissed.com/api/v1/support/ops/tags?limit=100" \
  -H "Authorization: Bearer cm_your_api_key"

curl -X POST https://api.callmissed.com/api/v1/support/ops/tags \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "name": "refund", "color": "#c2410c", "description": "Money going back to the customer" }'

curl -X PATCH https://api.callmissed.com/api/v1/support/ops/tags/{tag_id} \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "color": "#15803d" }'

curl -X DELETE https://api.callmissed.com/api/v1/support/ops/tags/{tag_id} \
  -H "Authorization: Bearer cm_your_api_key"

Routing rulesCopy Anchor Link

VocabularyCopy Anchor Link

The field list is a closed allowlist — an unknown field is 422, not a silently-false condition.

All comparisons are case-insensitive and ignore surrounding whitespace.

Condition value rulesCopy Anchor Link

The rule objectCopy Anchor Link

{
  "id": "2c3d…",
  "tenant_id": "a0b1…",
  "name": "Enterprise urgent → Ravi",
  "position": 0,
  "conditions": [
    { "field": "priority", "operator": "eq", "value": "urgent" },
    { "field": "contact_email_domain", "operator": "in", "value": ["acme.com", "globex.com"] }
  ],
  "assign_to_user_id": "b1f2…",
  "assign_strategy": "direct",
  "set_priority": "urgent",
  "add_tags": ["enterprise"],
  "is_active": true,
  "created_at": "2026-08-05T09:00:00Z",
  "updated_at": "2026-08-05T09:00:00Z"
}

All conditions on a rule are ANDed. Rules are evaluated in position order and the first match wins — position is the policy, so the list is never re-sorted for you.

GET /api/v1/support/ops/routing-rulesCopy Anchor Link

Returns an array of rule objects in evaluation order (position, then creation time). Takes is_active, limit (1..500, default 100) and offset (0..100000, default 0).

curl "https://api.callmissed.com/api/v1/support/ops/routing-rules?is_active=true" \
  -H "Authorization: Bearer cm_your_api_key"

POST /api/v1/support/ops/routing-rulesCopy Anchor Link

A rule with an empty conditions array matches everything — use it deliberately as a final catch-all at the highest position.

round_robin is stored on the rule for your own assignment logic; the dry run below has no team roster to rotate through, so it returns the rule's assign_to_user_id for both strategies.

curl -X POST https://api.callmissed.com/api/v1/support/ops/routing-rules \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Enterprise urgent → Ravi",
    "position": 0,
    "conditions": [
      { "field": "priority", "operator": "eq", "value": "urgent" },
      { "field": "contact_email_domain", "operator": "in", "value": ["acme.com", "globex.com"] }
    ],
    "assign_to_user_id": "b1f2c3d4-1111-2222-3333-444455556666",
    "add_tags": ["enterprise"]
  }'

Returns 201 with the rule object. 409 A routing rule named '…' already exists on a duplicate name; 404 Assignee not found in this tenant when assign_to_user_id is not one of your users.

PATCH /api/v1/support/ops/routing-rules/reorderCopy Anchor Link

Rewrites the whole evaluation order.

curl -X PATCH https://api.callmissed.com/api/v1/support/ops/routing-rules/reorder \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "rule_ids": ["2c3d…", "8e9f…", "4a5b…"] }'

Returns the rules in their new order. New position is the array index. Duplicate ids return 422 rule_ids must not contain duplicates. A partial list returns 422 rule_ids must list every routing rule in this tenant exactly once — reordering is all-or-nothing, so two concurrent partial reorders cannot interleave into a nonsense order.

POST /api/v1/support/ops/routing-rules/evaluateCopy Anchor Link

A dry run. Nothing is written; you get back what would happen.

Every field is optional. An absent fact fails any eq, contains, in or is_set condition that asks about it (it satisfies neq and is_not_set) — so send the whole picture when testing.

curl -X POST https://api.callmissed.com/api/v1/support/ops/routing-rules/evaluate \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{
    "channel": "whatsapp",
    "priority": "urgent",
    "subject": "Cannot check out",
    "contact_email": "[email protected]",
    "tags": ["vip"]
  }'

{
  "matched": true,
  "rule_id": "2c3d…",
  "rule_name": "Enterprise urgent → Ravi",
  "assign_to_user_id": "b1f2…",
  "assign_strategy": "direct",
  "set_priority": "urgent",
  "add_tags": ["enterprise"]
}

Only is_active: true rules are considered. When nothing matches you get {"matched": false, …, "add_tags": []} — a miss, not an error.

The same decision is applied automatically when a ticket is created with POST /api/v1/support/tickets: the rule fills in the assignee only when the request names none, sets the priority only when the request sends none, and adds its tags to the request's. Tickets that already exist are not re-routed — change them with PATCH /api/v1/support/tickets/{ticket_id}.

PATCH / DELETE /api/v1/support/ops/routing-rules/{rule_id}Copy Anchor Link

Same fields as create, all optional; sending conditions replaces the whole list. Returns the updated rule. DELETE returns 204. 404 Routing rule not found for an id outside your tenant.

curl -X PATCH https://api.callmissed.com/api/v1/support/ops/routing-rules/{rule_id} \
  -H "Authorization: Bearer cm_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{ "is_active": false }'

curl -X DELETE https://api.callmissed.com/api/v1/support/ops/routing-rules/{rule_id} \
  -H "Authorization: Bearer cm_your_api_key"

ErrorsCopy Anchor Link

Nothing on this page consumes credits.