APIs can always be tricky to work with. If you’re experiencing issues with your APIs in IVR workflows, consider some of these solutions.
Unable to reach an API
If you are unable to reach an external API, consider these options:
Double-check that the API is open to the environment.
Pull in another team member to run the Postman request to verify.
Schedule a working session with the API vendor to troubleshoot.
Create a standalone IVR Workflow with just the External API call.
Moving an API to an IVR workflow
If you are having trouble once you move the API to the IVR workflow, consider these options:
Use a request bin or endpoint: A request bin is a separate URL where you can send your API request to log the request from Dialpad to a third-party API.
Sometimes, API requests may change from within an IVR. When in doubt, change the URL to a “request bin,” which will log the request for you to view and double-check that the results are the same.
Use TTS nodes at will when setting up an IVR script to read back API response variables and troubleshoot your JSON Path.
Every variable should be tested before going live.
Ask for detailed logs from Dialpad’s Support Team if you still can’t view/see the error you’re encountering.
API Timeouts
The maximum timeout value to receive a response from their API is 30 seconds at the platform level. Be sure to use timeouts to manage them correctly.