Octadesk API: what you can do and how to use it with AI agents
Octadesk, a Brazilian multichannel customer service platform, offers an API for customers to access data such as contacts, tickets and conversations. Support teams and integrators use it to connect service to a CRM, an ERP and e-commerce. Access is through a token generated in the account, and available features depend on the plan.
What the Octadesk API offers
Contacts and organizations
Records of the customers you serve and the companies they belong to.
Tickets
Creating, reading and updating support tickets.
Conversations
History of interactions across the connected channels.
Agents and groups
The teams and people responsible for support.
Webhooks
Notices of support events, depending on availability.
How to access the Octadesk API
- With your company’s credentialsAn API token generated in the Octadesk account by an administrator. The format and the available features vary with the platform version and the plan.
- Confirm the API version of your account before designing the workflow.
- Conversations contain personal data, so limit access in line with Brazil's LGPD or your own data-protection law.
- Respect the request limits, and prefer events to repeated polling.
What an iTeam agent does with the Octadesk API
Ticket with the order attached
When a ticket opens, the agent looks up the order in the e-commerce system and adds status and tracking to the ticket before a person takes over.
Queue with no reply
The agent watches for conversations left unanswered past the deadline and sends the supervisor the list.
Summary of the customer history
On a handoff, the agent summarizes the contact's earlier conversations for the person who will answer.
This week's contact reasons
The agent classifies tickets by topic and shows the manager what grew the most.
From the credential to the agent at work, with approval
Generate the token in Octadesk
An administrator creates the token and confirms which API features the plan includes.
Store it in the iTeam vault
The token stays in the vault. Agents read and comment on tickets without deleting records.
Test with approval
Replies to end customers start out reviewed by the support team.
Ready-made AI teams that use Octadesk
Questions about the Octadesk API
Is the Octadesk API free?
It depends on the plan you have. Check with Octadesk whether the API is included in yours.
Do I need to code to use the Octadesk API with iTeam?
Not necessarily. iTeam's HTTP tool reads the documentation, and the deployment team sets up the workflows.
Does the agent replace the support rep?
Not necessarily. It prepares context, summarizes and answers what has been cleared, and a person stays on the cases that need one.
