SupportForge API Skill

Automate and enhance customer support using VCG's SupportForge API - AI-powered customer service with intelligent ticket routing, auto-replies, and knowledge base integration.

Quick Start

1. Get API Key: Help user sign up for free SupportForge API key
2. Store Key: Save the key securely
3. Automate Support: Route tickets, generate responses, manage customer inquiries

API Key Signup

Step 1: Get User's Email

Ask the user for their email address to create a free SupportForge account.

Step 2: Sign Up via API

curl -X POST https://supportforge.vosscg.com/v1/keys \
  -H "Content-Type: application/json" \
  -d '{"email":"user@example.com"}'

Expected Response:

{
  "api_key": "sf_abcdef1234567890",
  "message": "API key created successfully",
  "tier": "free",
  "daily_limit": 100
}

Step 3: Store the API Key

Save the API key securely for future use. Instruct the user to keep it safe.

Core Support Features

Smart Ticket Routing

curl -X POST https://supportforge.vosscg.com/v1/tickets/route \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "ticket": {
      "id": "TIK-001",
      "subject": "Payment processing issue",
      "message": "I cannot complete my purchase, getting error code 402",
      "customer_email": "customer@example.com",
      "priority": "medium"
    },
    "routing_rules": {
      "use_ai_classification": true,
      "escalation_keywords": ["urgent", "broken", "not working"],
      "department_mapping": true
    }
  }'

Expected Response:

{
  "ticket_id": "TIK-001",
  "classification": {
    "category": "billing",
    "subcategory": "payment_processing",
    "priority": "high",
    "sentiment": "frustrated",
    "urgency_score": 75
  },
  "routing": {
    "recommended_department": "billing_support",
    "assigned_agent": "agent_billing_01",
    "estimated_resolution_time": "2-4 hours"
  },
  "suggested_response": "Thank you for contacting us about the payment issue..."
}

Automated Response Generation

curl -X POST https://supportforge.vosscg.com/v1/responses/generate \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "customer_message": "How do I reset my password?",
    "context": {
      "customer_tier": "premium",
      "previous_interactions": 2,
      "product": "SaaS Platform",
      "tone": "helpful"
    },
    "response_type": "solution"
  }'

Expected Response:

{
  "response": "Hello! I'd be happy to help you reset your password. Here are the steps:\n1. Go to the login page\n2. Click 'Forgot Password'\n3. Enter your email address\n4. Check your inbox for the reset link\n\nIf you don't see the email within 5 minutes, please check your spam folder. As a premium customer, you can also contact our priority support line if needed.",
  "confidence": 95,
  "suggested_actions": ["send_password_reset", "log_interaction"],
  "escalation_needed": false
}

Knowledge Base Integration

curl -X POST https://supportforge.vosscg.com/v1/kb/search \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "query": "payment failed error code 402",
    "filters": {
      "category": ["billing", "payments"],
      "confidence_threshold": 0.7
    },
    "max_results": 5
  }'

Expected Response:

{
  "results": [
    {
      "article_id": "KB-402",
      "title": "Resolving Payment Error Code 402",
      "excerpt": "Error 402 occurs when payment processing fails due to insufficient funds or card issues...",
      "confidence": 0.92,
      "url": "https://help.example.com/kb-402",
      "last_updated": "2024-02-15"
    }
  ],
  "suggested_response": "Based on our knowledge base, this appears to be a payment processing issue..."
}

Sentiment Analysis & Escalation

curl -X POST https://supportforge.vosscg.com/v1/analyze/sentiment \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "messages": [
      "This is completely unacceptable! Your service has been down for hours!",
      "I need this fixed immediately or I want a refund!"
    ],
    "customer_context": {
      "tier": "enterprise",
      "account_value": 50000,
      "interaction_history": "multiple_recent_issues"
    }
  }'

Expected Response:

{
  "overall_sentiment": "very_negative",
  "sentiment_score": -0.85,
  "emotions": ["anger", "frustration", "urgency"],
  "escalation_recommended": true,
  "escalation_reason": "High-value customer with severe negative sentiment",
  "priority": "critical",
  "suggested_actions": [
    "immediate_manager_notification",
    "priority_queue_assignment",
    "compensation_consideration"
  ]
}

Multi-Channel Support

curl -X POST https://supportforge.vosscg.com/v1/channels/unified \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "message": "Need help with my order #12345",
    "channel": "live_chat",
    "customer_id": "CUST-789",
    "session_context": {
      "previous_channels": ["email", "phone"],
      "interaction_count": 3,
      "resolved_issues": 1
    }
  }'

Support Analytics

curl -X GET "https://supportforge.vosscg.com/v1/analytics/dashboard?period=7d&metrics=all" \
  -H "X-API-Key: sf_abcdef1234567890"

Expected Response:

{
  "period": "7 days",
  "metrics": {
    "total_tickets": 245,
    "avg_response_time": "2.3 hours",
    "resolution_rate": 0.89,
    "customer_satisfaction": 4.2,
    "escalation_rate": 0.12
  },
  "trending": {
    "common_issues": [
      {"category": "billing", "count": 67},
      {"category": "technical", "count": 45}
    ],
    "agent_performance": {
      "top_performers": ["agent_001", "agent_005"],
      "avg_resolution_time": "4.1 hours"
    }
  }
}

Advanced Features

Automated Workflow Creation

curl -X POST https://supportforge.vosscg.com/v1/workflows/create \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Password Reset Automation",
    "triggers": ["password", "login issue", "cant access"],
    "actions": [
      {
        "type": "auto_response",
        "template": "password_reset_instructions"
      },
      {
        "type": "send_reset_link",
        "condition": "email_verified"
      },
      {
        "type": "follow_up",
        "delay": "1 hour"
      }
    ]
  }'

Custom Response Templates

curl -X POST https://supportforge.vosscg.com/v1/templates/create \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "billing_inquiry",
    "template": "Thank you for contacting us about your billing inquiry. I understand your concern about {{issue_type}}. Let me help you resolve this right away...",
    "variables": ["issue_type", "account_number"],
    "tone": "professional_friendly",
    "category": "billing"
  }'

Integration with CRM/Helpdesk

curl -X POST https://supportforge.vosscg.com/v1/integrations/webhook \
  -H "X-API-Key: sf_abcdef1234567890" \
  -H "Content-Type: application/json" \
  -d '{
    "event": "ticket_created",
    "webhook_url": "https://your-helpdesk.com/webhook",
    "filters": {
      "priority": ["high", "critical"],
      "categories": ["billing", "technical"]
    }
  }'

Error Handling

Common error responses:

• 401 Unauthorized - Invalid or missing API key
• 429 Too Many Requests - Daily limit exceeded (100 requests/day free)
• 400 Bad Request - Invalid request format or missing required fields
• 503 Service Unavailable - AI service temporarily unavailable

Pricing & Limits

Free Tier:

• 100 requests per day
• Basic ticket routing and responses
• Sentiment analysis
• Knowledge base search
• Standard response templates

Paid Plans:

• Upgrade at https://vosscg.com/forges for higher limits
• Advanced workflow automation
• Custom integrations and webhooks
• Priority AI processing
• Advanced analytics and reporting

Best Practices

1. Context Matters: Always provide customer context for better responses
2. Sentiment First: Check sentiment before generating responses
3. Knowledge Integration: Use KB search to ensure accurate information
4. Escalation Rules: Set clear escalation triggers for critical issues
5. Multi-Channel: Track conversations across all communication channels
6. Continuous Learning: Monitor response effectiveness and adjust templates

Common Use Cases

E-commerce Support

# Order inquiry handling
curl -X POST https://supportforge.vosscg.com/v1/responses/generate \
  -d '{"customer_message":"Where is my order #12345?", "context":{"product":"ecommerce"}}'

SaaS Technical Support

# Feature question routing
curl -X POST https://supportforge.vosscg.com/v1/tickets/route \
  -d '{"ticket":{"subject":"How to export data?", "message":"I need to export my data to CSV"}}'

Billing Support Automation

# Payment issue resolution
curl -X POST https://supportforge.vosscg.com/v1/kb/search \
  -d '{"query":"payment declined", "filters":{"category":["billing"]}}'

Integration Examples

OpenClaw Agent Workflow

# Help user get API key
curl -X POST https://supportforge.vosscg.com/v1/keys -d '{"email":"user@domain.com"}'

# Process customer inquiry
curl -X POST https://supportforge.vosscg.com/v1/tickets/route \
  -H "X-API-Key: [USER_API_KEY]" \
  -d '{"ticket":{...customer_message...}}'

# Generate appropriate response
curl -X POST https://supportforge.vosscg.com/v1/responses/generate \
  -H "X-API-Key: [USER_API_KEY]" \
  -d '{"customer_message":"...", "context":{...}}'

When users need customer support automation, help desk management, ticket routing, automated responses, or want to improve their customer service efficiency, use this skill to leverage SupportForge's AI-powered support tools.