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Support Ticket Handoff

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How it works

1. Collect — the assistant gathers the ticket fields in conversation, validated against your configured intake form.
2. Review — the widget renders the drafted ticket as a preview card in the chat. The user can edit the description and confirm or cancel.
3. Hand off — on confirm, the SDK calls the onSupportTicket callback you registered at initialization, passing the confirmed ticket and a handoff id.
4. File — your page forwards both to your backend over your own session-authenticated channel. Your backend attaches the requester and files the ticket.
5. Confirm — your callback resolves with the outcome. The assistant shows the user the result, including the ticket id when you provide one.

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Registering the callback

<AgentProvider config={{
  apiUrl: 'https://moss-api.viamoss.ai',
  applicationId: 'YOUR_APP_ID',
  userId: currentUser.id,
  getJwt: () => fetchMossToken(),

  onSupportTicket: async ({ handoffId, ticket }) => {
    const res = await fetch('/api/support/moss-handoff', {
      method: 'POST',
      headers: { 'Content-Type': 'application/json' },
      body: JSON.stringify({ handoffId, ticket }),
    });
    if (!res.ok) {
      return { ok: false, errorCode: `HTTP_${res.status}` };
    }
    const filed = await res.json();
    return { ok: true, ticketId: filed.ticketId, ticketUrl: filed.ticketUrl };
  },
}}>

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The handoff

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The outcome

type SupportTicketOutcome =
  | { ok: true; ticketId?: string; ticketUrl?: string }
  | { ok: false; errorCode?: string; errorDetail?: string };

• Resolve { ok: true } only once the ticket really exists, with ticketId when your backend can name it. The user is shown “Submitted on your behalf” on the strength of that value alone.
• Resolve { ok: false } when filing failed or was refused. errorCode and errorDetail land in the handoff’s audit trail; they are never shown to the user.
• Do not resolve early to release the SDK. A callback still pending after 15 seconds, or one that rejects, is treated as unknown rather than failed: the card tells the user the request was handed over without a confirmation, because your backend may well have filed it. Late resolutions are ignored.

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Responsibilities

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Next Steps