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Explore our developer documentation to learn how easy it is to deliver automated and elastic support operations with Directly's platform & APIs.

Get Started    Reference

Directly's API enables you to jump-start your support automation efforts with easy to use interfaces using REST concepts. The guide below gives a step-by-step approach to incorporating the power of the Directly platform into your support automation.


Your directly representative will give you client credentials needed to create an oAuth token that will be used to identify and authenticate requests. Once you've obtained a token similar to the example below, you will use that token until it expires in a HTTP request "Authorization" header as a "Bearer" token. The token allows you to integrate the Directly platform APIs into your support automation.

5 Steps to Automation *with a human in the loop

  • Ingest

Our ingest interface provides functionality to initiate your support automation, by uploading typical support utterances of existing support conversations for our machine learning models to begin work on. The utterances are loaded in a single column CSV format, similar to the example below. More sample data typically gives better results.


I'm trying to reset my password, but I'm not receiving the email your site mentions.

I can't find how to reset my password on the account settings page.

  • Understand

Once we've trained our machine learning models with the ingested data, you'll be notified, and you can begin to compare live support utterances in real-time. The API will return information on whether or not the utterance is recognized, and what the next course of action might be.

You can call /understand to see examples:

curl --location --request POST '' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer your-auth-token' \
--header 'Content-Type: application/json' \
--data-raw '{
   "text":"I amm trying to reset my password, but I am not receiving the email your site mentions."

See the API reference for more details.

  • Automate

A suggestion for automate, may come from understand. This API allows you to get expertly written content in response to your utterances, and allows the person seeking help to signal whether or not the content was helpful, further training the AI model.

  • Engage

Escalate the person seeking help to an expert who knows and loves your product. Submit the utterance here, and receive replies as webhook events to be displayed in your user interface. The ability to rate a conversation also exists in this API.

  • Report

Keep track of how your automation is performing by getting up-to-date feedback on what areas of support are able to be automated, and how satisfied end users are.

Updated 9 months ago


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