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Step 1: Add and Configure Your API

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Access Custom API Settings

  1. Go to Integrations
  2. Find the Custom APIs card and click Configure

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Add Your API

  1. Click Add API to create a new custom API connection
  2. Enter the API details:
    • Name: A descriptive name for this API
    • Endpoint URL: The full URL of your API endpoint
    • Method: Select GET, POST, PUT, or DELETE
    • Headers: Add any required authentication headers or content-type specifications

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Use Dynamic Variables

You can include dynamic variables from the ticket in your API request. These variables are replaced with actual ticket data when the API is called:
VariableDescription
{{ticket.id}}The ticket ID
{{ticket.subject}}The ticket subject line
{{ticket.priority}}The ticket priority
{{ticket.status}}The ticket status
{{ticket.accountId}}The customer account id on the ticket
Insert these variables in your endpoint URL, headers, or request body as needed.

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Add Expressions

Expressions let you extract specific values from API responses to use as conditions in triggers and workflows.
  1. Click Add Expression
  2. Enter an expression using the format response.<fieldName>
    • Example: response.accountStatus to extract the account status field
    • Example: response.subscription.tier to access nested fields
  3. Give the expression a descriptive name that will appear in the trigger builder

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Define Response Schema

Specify which fields from the API response you want to use in trigger actions:
  1. Click Add Field under Response Schema
  2. Enter the field path (e.g., customerName, orderStatus, accountBalance)
  3. Select the field type (string, number, boolean)
  4. Repeat for each field you want available in actions

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Save Your Configuration

Click Save to store your API configuration. The API is now available for use in triggers and workflows.

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Step 2: Use the APIs in Triggers

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Create a New Trigger

  1. Go to Automation → Triggers
  2. Click Create New Trigger
  3. Give your trigger a name and description

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Add API Conditions

Your custom API expressions appear as condition cards in the trigger builder:
  1. Under Conditions, find your API expression cards
  2. Click to add a condition based on your API response
  3. Set the comparison operator and value
    • Example: “Account Status equals active”
    • Example: “Subscription Tier is not free”
You can combine multiple API conditions with other ticket conditions using AND/OR logic.

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Use API Data in Actions

The response fields you defined are available in these trigger actions:
  • Auto-respond to customer: Include API response data in automated replies using merge fields
  • Create Private Note: Add API data to internal notes for agent reference
To insert API response data, use the field picker in the action editor to select from your defined response schema fields.

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Save and Activate

  1. Review your trigger configuration
  2. Click Save to create the trigger
  3. Toggle the trigger to Active to enable it

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Example Use Case

Scenario: Automatically prioritize tickets from enterprise customers.
  1. Configure API: Create an API that checks your CRM for customer account tier
  2. Add Expression: response.accountTier to extract the tier value
  3. Create Trigger:
    • Condition: response.accountTier equals enterprise
    • Action: Set ticket priority to High and add a private note with account details

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Need Help?

For assistance with custom API configuration, contact support@irisagent.com.