Digital API

The Fast Feedback Digital module contains a set functionality that lets you gather feedback from your customers however you want and then pass the feedback to the Rant & Rave process module. Once the feedback is processed, it is available in all the other Rant & Rave modules as if the feedback had been captured through the standard capture module.

Getting Started With The Digital Module

Accessing your digital feedback needs

The team at Rant & Rave will work with you to ensure we are making the most of the capabilities such that a solution is delivered to meet your business needs. We will typically hold a workshop to get answers to the following questions:

• What data is being captured?

• How is the date being captured?

• What transformations need to be made to that data?

• How will the data be reported on?

• What actions will need to be made on the data and by who?

Our aim is to enable you to gather feedback from channels other than SMS, email, web, and voice.

What the digital capability does Not change?

All feedback, whether solicited or unsolicited, must come through the Rant & Rave server and how that feedback is processed does not change. The digital capture channel allows you to capture your customer's feedback in the way that best reflects the relationship that you have with your customers. But the approach of simple and easy feedback driven by the true voice of the customer still remains. Although the digital capture functionality gives you the ability to ask anything and capture anything there is best practice to be considered. This ensures you gather as much high quality feedback as possible.

A core principle of Rant & Rave is asking an open question about how the customer feels about your brand or a recent experience with you and not just about capturing answers to a set of structure questions. We believe that feedback should be in the customers own words so we can understand their emotions and what is important to them.

How Do You Work With The Digital Module?

What is the flow of the integration?

There are three different integration scenarios:

• Unsolicited Feedback

• Solicited Feedback - In Process

• Solicited Feedback - Post Process

The flow of the feedback is as shown below:

Regardless of how the integration is achieved, the power of the Rant & Rave sentiment engine and the richness of the analysis and reporting within the Rant & Rave dashboard stays the same.

The changes to the Rant & Rave application

The standard behavior of Rant & Rave has not changed, you still need to have a project configured to match your business needs. What has been enhanced within Rant & Rave is the ability to capture feedback from channels that you control.

Developing With The API

Authentication

The API uses HTTPS. The credentials that you use to access the API need to be provisioned by Rant & Rave with the appropriate permissions.

The credentials that you provide are name/value pairs within the HTTP PUT or POST.

If you provide incorrect credentials you will receive a 403 forbidden HTTP status code and error message like the following:

{

"errorMessage": "You must be authorised to use this service."

}

Each customer is also provided with an API key that is unique to themselves.

API Endpoint

The default URL to access the digital API is https://eu-api.rantandrave.com/api/v1/feedback.

When calling this endpoint you need to set the request headers to the following:

Creating Feedback

To create a new record, use the default URL. You need to provide the required field values in the request data, and then use the POST method of the resource. The response body will contain the UUID of the created feedback if the call is successful.

Create Feedback Request

To create an item of feedback, you need to POST the following request:

{

"username" : "<USERNAME>", "password": "<PASSWORD>",

"feedback" : {"Comment": "Agent was very helpful", "channel": "3", "score": "5”, "<NAME>" : "<VALUE>",....}

}

The following table describes the JSon structure:

In addition to the credentials above, there is an additional value which is passed in the HTTP header which tracks usage and can be used to throttle load.

Create Feedback Response

After successfully creating a new item of feedback, you will get a 200 HTTP status code and receive a UUID as a response, like the following (UUID example below is different):

{

"uuid": "FBa4Kbbk7VDqEGO427EaeUhtzvxnE8gv"

}

Modifying Feedback

To modify a feedback record, use the default URL plus the UUID of the item of the feedback you want to modify. The URL now becomes https://eu-api.rantandrave.com/api/v1/feedback/ADDUUIDHERE, where ADDUUIDHERE is the UUID generated using the POST method above to create feedback.

You need to supply the required field values in the request data, and then use the PUT method of the resource. The response body will contain the UUID of the modified feedback if the call is successful.

Modify Feedback Request

To modify an item of feedback, you need to PUT the following request:

{

"username" : "<USERNAME>", "password": "<PASSWORD>",

"feedback" : {"Comment": "Agent was very helpful", "channel": "3", "score": "5”, "<NAME>" : "<VALUE>",....}

}

The fields for the PUT are the same as for the POST.

Modify Feedback Response

After successfully modifying an item of feedback you will get a 200 HTTP status code with the same UUID as the request, like the following (UUID example below will be different):

{

"uuid": "FBa4Kbbk7VDqE7EaeCQFi_BUhtzvxnE8gv"

}

If you do not pass a valid UUID or feedback object you will receive a 400 Bad request HTTP status code.

Appendix: Sample CURL

Create Feedback

curl --data {"username" : "USERNAME", "password": "PASSWORD", "feedback":{"Comments": "Agent was very helpful but the process is bad you. need happier agents or I will leave you","score": "2", "staff_name": "jonathan", "team_leader" : "david", "Manager" : "ken", "Account_Number" : "01234546789", "Customer_Name" : "ian", "JourneyPoint" : "initial call", "Reason_of_Contact" : "support issue", "JourneyStage" : "stage1", "ProductType" : "feedback", "PaymentMethod" : "cash", "Region" : "cumbria", "ContactType" : "phone", "Contact_Location" : "UK", "Email_Address" : "jonathan.kershaw@rantandrave.com", "Telephone_Number" : "07981244529", "Transacton_Date" : "23/02/2017 12:34"} } --request POST --header Content-Type: application/json --header Accept: application/json --header x-api-key:APIKEY https://eu-api.rantandrave.com/api/v1/feedback/.

Note: The above example contains example fields and data.