Quick reply

Quick reply API provides insight into how frequently quick replies are used by agents in your Desk application. You can retrieve usage counts for a specific ticket or date range. This allows you to understand which templates are most commonly used in customer support interactions.

Note: Quick replies can be created and managed in Quick replies on the Settings page on Sendbird Dashboard.

The following table shows the list of properties in a quick reply usage resource.

• API endpoints are relative to the base URL allocated to your application. In this page, the / endpoint refers to https://desk-api-{application_id}.sendbird.com/platform/v1

Note: To find your application ID, sign in to your dashboard, go to the Overview page, and then check Application ID.

Retrieves data on how many times each quick reply was used in a specific ticket or within a specified date range. You must provide either ticket_id or the combination of start_date and end_date.

GET https://desk-api-{application_id}.sendbird.com/platform/v1/quick_reply_usage_logs/stats

The following table lists the supported parameters for this action.

?ticket_id=5849705

Note: You must provide either ticket_id or both start_date and end_date.

If successful, this action returns an array of quick reply usage resources.

[
  {
    "quickReplyId": 5184,
    "quickReplyName": "QuickReply1",
    "count": 5
  },
  {
    "quickReplyId": 4539,
    "quickReplyName": "Greeting",
    "count": 4
  },
  {
    "quickReplyId": 4538,
    "quickReplyName": "Closing Statement",
    "count": 7
  },
  {
    "quickReplyId": 4537,
    "quickReplyName": "Alternative Greeting",
    "count": 3
  }
]