Directly Developer Portal

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

When to Automate or Engage

Use Understand API to decide when to help customers through an automation or engage the right human at the right time.

Overview

Knowing what your customers want is half the battle to delivering the right solution to their problem.

This guide describes how to get the recommended next best action for a customer's question within any channel (voice, chat, email/webform). The next best action feature allows you to tap into the Directly Platform to understand if Directly has an expert Advocate available to answer the question or if there is an available automation ready to be served up to the customer. When using the Understand API (v2/understand/next), the next best action includes Directly's level of confidence for the customers question to be automated and the confidence level for an expert to answer the question. You can use this feature in Understand to better inform how you solve customer problems in an omni-channel experience. Deliver an automation, engage an expert, or route to the right agent in your contact center.

Updated 4 months ago

When to Automate or Engage


Use Understand API to decide when to help customers through an automation or engage the right human at the right time.

Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.