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Overview

This node integrates with the Monitchat platform to manage conversations and tickets. Specifically, the "Forward Conversation from Department" operation allows forwarding an existing conversation to a selected department within Monitchat. This is useful in scenarios where a conversation needs to be escalated or redirected to a specialized team or department for further handling.

Practical examples include:

  • Automatically forwarding customer support chats to the billing department when the inquiry relates to payments.
  • Redirecting technical issues to the IT support department.
  • Adding optional comments to provide context or instructions when forwarding the conversation.

Properties

Name Meaning
Conversation ID The unique identifier of the conversation to forward.
Department The target department to which the conversation will be forwarded. Options are loaded dynamically from Monitchat.
Comment An optional comment or reason to accompany the forwarding action, providing additional context.

Output

The node outputs a JSON object representing the response from the Monitchat API after attempting to forward the conversation. This typically includes confirmation details about the forwarding action or error information if the request failed.

If the operation fails and "Continue On Fail" is enabled, the output JSON will contain an error field with the error message.

No binary data is produced by this operation.

Dependencies

  • Requires an API key credential for Monitchat to authenticate requests.
  • Makes HTTP POST requests to Monitchat's API endpoint:
    https://api-v4.monitchat.com/api/v1/token/forward-conversation/{conversation_id}
  • The node dynamically loads available departments via an authenticated GET request to:
    https://api-v4.monitchat.com/api/v1/token/departament

Troubleshooting

  • Common Issues:

    • Invalid or expired API key: The node will fail to authenticate and return an error.
    • Incorrect conversation ID: If the conversation does not exist or is invalid, the API will return an error.
    • Department ID not found or unauthorized: Forwarding will fail if the specified department is invalid or inaccessible.
    • Network connectivity problems can cause request failures.

  • Error Messages:

    • "Não foi possível obter a lista de usuários ou o formato da resposta é inválido" — Indicates failure to retrieve departments or users; check API key and network.
    • Errors returned from the API are passed through in the output JSON under the error field if "Continue On Fail" is enabled.

  • Resolution Tips:

    • Verify that the API key credential is valid and has necessary permissions.
    • Confirm that the conversation ID exists in Monitchat.
    • Ensure the department selected is correct and accessible.
    • Enable "Continue On Fail" to handle errors gracefully in workflows.

Links and References

Discussion