Assist Rules

These rules control when the agent should escalate a conversation to a human and what message to show in the meantime.

Consejo

These same fields can also be set from PATCH /v1/agents/{agentId} . This dedicated endpoint exists for symmetry with the builder UI and to let you send them without touching the rest of the agent.

Get Assist Rules

GET https://api.platica.mx/v1/agents/{agentId}/assist-rules

URL parameters

Parameter	Type	Description	Required
`agentId`	string	Unique identifier of the agent	✓

Response

{
  "assistanceTriggers": "Cuando el cliente pide hablar con una persona, se queja repetidamente, o pide algo que no puedo resolver",
  "assistanceEnabled": true,
  "waitMessage": "Un momento, te conecto con un agente humano."
}

Response fields

Field	Description
`assistanceTriggers`	Natural-language text describing when to escalate
`assistanceEnabled`	Whether human escalation is enabled for this agent
`waitMessage`	Message sent to the customer while they wait for a human

Update Assist Rules

All fields are optional; at least one must be present.

PATCH https://api.platica.mx/v1/agents/{agentId}/assist-rules

URL parameters

Parameter	Type	Description	Required
`agentId`	string	Unique identifier of the agent	✓

Request body

{
  "assistanceEnabled": true,
  "assistanceTriggers": "Cuando el cliente pide hablar con una persona o se queja repetidamente",
  "waitMessage": "Un momento, te conecto con un agente humano."
}

Parameter	Type	Description	Validation
`assistanceEnabled`	boolean	Whether human escalation is enabled	—
`assistanceTriggers`	string	When to escalate (natural language)	Maximum 650 characters
`waitMessage`	string	Message shown to the customer while waiting	Maximum 500 characters

Response

{
  "status": "success",
  "message": "Agent assist-rules updated successfully",
  "data": {
    "assistanceTriggers": "Cuando el cliente pide hablar con una persona o se queja repetidamente",
    "assistanceEnabled": true,
    "waitMessage": "Un momento, te conecto con un agente humano."
  }
}

data always reflects the full rules state after the merge, not just the updated fields.

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