External Integration API

Server-to-server integration endpoints for pushing data from external systems. These endpoints use API key authentication.

Authentication

All v1 endpoints require API key authentication:

http

Authorization: Bearer YOUR_API_KEY

Or:

http

X-API-Key: YOUR_API_KEY

Create API keys in Settings → API Keys with appropriate permissions.

Import Historical Data

Push historical contact center data for forecasting.

POST/api/v1/import/historicalAuth: API Key

Import historical contact data.

Required Permission: import:historical

Request Body:

json

{
  "data": [
    {
      "date": "2026-01-15",
      "interval": "08:00",
      "volume": 45,
      "aht": 180,
      "queue": "sales",
      "channel": "voice"
    },
    {
      "date": "2026-01-15",
      "interval": "08:30",
      "volume": 52,
      "aht": 175,
      "queue": "sales",
      "channel": "voice"
    }
  ]
}

Parameter	Type	Required	Description
`date`	string	Required	Date (YYYY-MM-DD)
`interval`	string	Required	Interval start time (HH:MM)
`volume`	number	Required	Number of contacts
`aht`	number	Required	Average handle time in seconds
`queue`	string	Optional	Queue or skill name
`channel`	string	Optional	Contact channel (voice, chat, email)

Response (201):

json

{
  "success": true,
  "imported": 48,
  "skipped": 0,
  "errors": []
}

Import data in batches of up to 10,000 records per request.

Import Employees

Sync employees from your HRIS or identity provider.

POST/api/v1/import/employeesAuth: API Key

Import or sync employees.

Required Permission: import:employees

Request Body:

json

{
  "data": [
    {
      "email": "john.doe@company.com",
      "firstName": "John",
      "lastName": "Doe",
      "employeeId": "EMP001",
      "team": "Support",
      "role": "agent",
      "skills": ["billing", "technical"],
      "active": true
    },
    {
      "email": "jane.smith@company.com",
      "firstName": "Jane",
      "lastName": "Smith",
      "employeeId": "EMP002",
      "team": "Sales",
      "role": "supervisor",
      "skills": ["sales"],
      "active": true
    }
  ],
  "updateExisting": false
}

Parameter	Type	Required	Description
`email`	string	Required	Employee email (unique identifier)
`firstName`	string	Required	First name
`lastName`	string	Required	Last name
`employeeId`	string	Optional	External employee ID
`team`	string	Optional	Team name (created if doesn't exist)
`role`	string	Optional	Role: "admin", "supervisor", "agent"
`skills`	array	Optional	Skill names (created if don't exist)
`active`	boolean	Optional	Active status
`updateExisting`	boolean	Optional	Update if email exists (default false)

Response (201):

json

{
  "success": true,
  "created": 5,
  "updated": 2,
  "skipped": 0,
  "errors": []
}

With updateExisting: false, existing employees (matched by email) are skipped.

Import Agent States

Push real-time agent state changes from your ACD.

POST/api/v1/import/agent-statesAuth: API Key

Push real-time agent state changes from your ACD/telephony system.

Required Permission: import:agent-states

Request Body:

json

{
  "data": [
    {
      "agentId": "john.doe@company.com",
      "state": "on_call",
      "timestamp": "2026-01-29T08:30:00Z",
      "queue": "sales",
      "acdStateCode": "TALKING"
    },
    {
      "agentId": "jane.smith@company.com",
      "state": "available",
      "timestamp": "2026-01-29T08:30:05Z",
      "queue": "support"
    }
  ]
}

Parameter	Type	Required	Description
`agentId`	string	Required	Agent identifier (email or employee ID)
`state`	string	Required	New state (see valid states below)
`timestamp`	string	Required	ISO 8601 timestamp
`queue`	string	Optional	Queue or skill name
`acdStateCode`	string	Optional	Original ACD state code for mapping

Valid States:

| State | Description | |-------|-------------| | available | Ready to take contacts | | on_call | Handling a contact | | after_call_work | Post-call tasks | | break | On break | | lunch | On lunch | | meeting | In a meeting | | training | In training | | offline | Not logged in | | unavailable | Logged in but not available |

Response (201):

json

{
  "success": true,
  "processed": 2,
  "skipped": 0,
  "errors": []
}

Import Deflection Data

Push AI deflection data from your chatbot, IVR, or virtual agent platform. This tracks contacts resolved automatically before reaching a live agent.

POST/api/v1/import/deflectionAuth: API Key

Import AI deflection data.

Required Permission: import:deflection

Request Body:

json

{
  "data": [
    {
      "date": "2026-03-15",
      "interval": "08:00",
      "contactsDeflected": 12,
      "totalContactsOffered": 45,
      "queue": "support",
      "channel": "chat",
      "deflectionSource": "chatbot"
    },
    {
      "date": "2026-03-15",
      "interval": "08:30",
      "contactsDeflected": 8,
      "totalContactsOffered": 38,
      "queue": "support",
      "channel": "voice",
      "deflectionSource": "ivr"
    }
  ]
}

Parameter	Type	Required	Description
`date`	string	Required	Date (YYYY-MM-DD)
`interval`	string	Required	Interval start time (HH:MM)
`contactsDeflected`	number	Required	Number of contacts resolved by AI
`totalContactsOffered`	number	Optional	Total contacts before deflection (optional — joined from historical data if omitted)
`queue`	string	Optional	Queue or skill name
`channel`	string	Optional	Contact channel: "voice", "chat", "email", or "sms"
`deflectionSource`	string	Optional	Source: "chatbot", "ivr", "virtual_agent", or "self_service"
`metadata`	object	Optional	Custom metadata (bot name, confidence scores, etc.)

Response (200):

json

{
  "success": true,
  "imported": 2,
  "message": "Successfully imported 2 deflection records"
}

Import deflection data on the same interval cadence as your historical contact data. Use totalContactsOffered if your chatbot platform tracks total inbound — otherwise ezyWFM joins with your historical ACD data.

Integration Examples

cURL Example

bash

curl -X POST https://ezywfm.com/api/v1/import/historical \
  -H "Authorization: Bearer nwfm_your_api_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "data": [{
      "date": "2026-03-01",
      "interval": "08:00",
      "volume": 45,
      "aht": 180,
      "queue": "sales",
      "channel": "voice"
    }]
  }'

Node.js Example

javascript

const response = await fetch('https://ezywfm.com/api/v1/import/historical', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer nwfm_your_api_key_here',
    'Content-Type': 'application/json',
  },
  body: JSON.stringify({
    data: [{
      date: '2026-03-01',
      interval: '08:00',
      volume: 45,
      aht: 180,
      queue: 'sales',
      channel: 'voice',
    }]
  }),
});
const result = await response.json();
console.log(result);

Python Example

python

import requests
response = requests.post(
    'https://ezywfm.com/api/v1/import/historical',
    headers={
        'Authorization': 'Bearer nwfm_your_api_key_here',
        'Content-Type': 'application/json',
    },
    json={
        'data': [{
            'date': '2026-03-01',
            'interval': '08:00',
            'volume': 45,
            'aht': 180,
            'queue': 'sales',
            'channel': 'voice',
        }]
    }
)
print(response.json())

Rate Limits

External API endpoints are rate limited to 1,000 requests per minute per API key.

When rate limited, you'll receive:

json

{
  "error": "Rate limit exceeded",
  "retryAfter": 30
}

Wait the specified seconds before retrying.

Error Handling

Partial Success

Some records may fail while others succeed:

json

{
  "success": true,
  "processed": 95,
  "skipped": 3,
  "errors": [
    {
      "index": 12,
      "error": "Invalid email format",
      "data": { "email": "invalid-email" }
    },
    {
      "index": 45,
      "error": "Unknown state: CUSTOM_STATE",
      "data": { "agentId": "agent@example.com" }
    }
  ]
}

Common Errors

| Error | Cause | Solution | |-------|-------|----------| | 401 Unauthorized | Invalid or missing API key | Check API key is correct | | 403 Forbidden | Missing permission | Add required permission to key | | 429 Too Many Requests | Rate limited | Wait and retry | | 400 Validation Error | Invalid data format | Check request body format |

Best Practices

Batch requests: Send multiple records per request (up to limits)
Handle errors: Process partial successes and retry failures
Use timestamps: Include accurate timestamps for agent states
Map states correctly: Ensure ACD states map to valid ezyWFM states
Monitor usage: Check API key usage in Settings
Rotate keys: Periodically rotate API keys for security