openapi: 3.1.0 info: title: IAReview Public API version: "1.1.1" summary: Partner REST API for feedbacks, tratativas (tickets), compilations, webhooks and CS metrics description: | API pública para integração B2B com a plataforma IAReview (NPS/CSAT e close-the-loop). ## Autenticação 1. Obtenha o UUID da conta (`X-Customer-Id`) e o `secretKey` no painel (**Configurações → Organização e API**). 2. `POST /v1/signin-with-credentials` com headers `X-Customer-Id` e `secretKey`. 3. Use `Authorization: Bearer ` e o **mesmo** `X-Customer-Id` nas demais rotas. 4. O header `apiKey` ainda é aceito no login como sinônimo de `X-Customer-Id`. `secretKey` **não** vai no `Authorization`. ## Feedbacks - `POST /v1/feedbacks` — cria avaliação **pendente** e devolve o link único. Não grava nota. - `POST /v1/feedbacks/invites` — o mesmo fluxo, com disparo de e-mail/WhatsApp quando o canal pede. - `GET /v1/feedbacks/{id}/{customerId}/form` — payload público da tela de resposta. - `PUT /v1/feedbacks/{id}/{customerId}/response` — o respondente envia a nota (público). Sucesso **201**. ## Métricas `GET /v1/metrics/scores` e `GET /v1/metrics/cs` usam só `from` e `to` (UTC). Sem esses params: últimos 30 dias. `productId` **não** é query — o breakdown por produto vem em `byProduct`. ## Tickets Tickets mapeiam a tratativa (recovery) de uma avaliação. O `{id}` é o `evaluationId`. `GET /v1/tickets/{id}` devolve a thread (mensagens, status, responsável, CSAT da tratativa). ## Compilações Insights em lote gerados pelo cron (`default_analysis` / `monthly_analysis`). `compilation.ready` avisa quando o JSON completo já está em `GET /v1/compilations/{id}`. ## Webhooks outbound Eventos: `feedback.detractor_created`, `feedback.promoter_created`, `feedback.passive_created`, `ticket.replied_by_customer`, `ticket.status_changed`, `ticket.resolved`, `detractor.insight.ready`, `compilation.ready`. Formatos: `json`, `discord`, `slack`. contact: name: IAReview url: https://iareview.ai license: name: Proprietary x-logo: url: /static/landingPage.svg altText: IAReview href: https://iareview.ai backgroundColor: transparent servers: - url: https://api.iareview.ai description: Production - url: https://api.iareview.online description: Staging / alternate tags: - name: Auth description: X-Customer-Id + secretKey → JWT; apiKey ainda aceito no login - name: Feedbacks description: Listagem, ingestão, convite (link único) e resposta do cliente - name: Tickets description: Tratativa (close-the-loop) via API - name: Compilations description: Insights em lote (cron). GET lista/detalhe; webhook `compilation.ready` quando grava. - name: Webhooks description: | Outbound POST. O campo `format` define o **corpo**, não o destino. URL de Discord/Slack com `format=json` recebe `{type,timestamp,data}`, não embed/Block Kit. - `json`: envelope + `X-IAReview-Signature` opcional (n8n, Zapier, API). - `discord`: Incoming Webhook (`username` + `embeds`). - `slack`: Incoming Webhook (`text` + Block Kit). Teste dispara cada evento assinado no formato salvo. - name: Metrics description: KPIs de Customer Success e índices NPS/CSAT/CES já calculados paths: /v1/signin-with-credentials: post: tags: [Auth] summary: Obter JWT com X-Customer-Id + secretKey description: | `X-Customer-Id` é o UUID do tenant (o mesmo das demais rotas). `secretKey` é a senha do client — **só** neste endpoint. O header `apiKey` ainda é aceito como sinônimo de `X-Customer-Id`. operationId: signInWithCredentials security: [] parameters: - name: X-Customer-Id in: header required: true description: UUID do tenant (Keycloak client_id). Mesmo valor das demais rotas. schema: type: string format: uuid example: "11111111-1111-1111-1111-111111111111" - name: secretKey in: header required: true description: Senha do client. Não usar no Authorization das outras rotas. schema: type: string - name: apiKey in: header required: false description: Aceito como sinônimo de X-Customer-Id (integrações antigas). schema: type: string responses: "200": description: Token de acesso content: application/json: schema: $ref: "#/components/schemas/SignInResponse" "401": description: Credenciais inválidas /v1/feedbacks: get: tags: [Feedbacks] summary: Listar feedbacks (paginado / filtrável) description: | Paginação por `limit` + `offset` (não usa `page`). Datas: `createdDateStart`/`createdDateEnd` (criação do convite) e `respondedDateStart`/`respondedDateEnd` (quando o cliente respondeu). operationId: listFeedbacks security: - BearerAuth: [] CustomerIdHeader: [] parameters: - name: limit in: query description: Itens por página. Default 15. schema: type: integer minimum: 1 default: 15 - name: offset in: query description: Itens a pular. Default 0. schema: type: integer minimum: 0 default: 0 - name: order in: query description: | 1 categoria A–Z, 2 categoria Z–A, 3 criação asc, 4 criação desc (default), 5 resposta asc, 6 resposta desc. schema: type: string enum: ["1", "2", "3", "4", "5", "6"] default: "4" - name: channel in: query schema: type: string - name: category in: query description: Categoria do produto schema: type: string - name: product in: query description: Nome do produto (não é o UUID) schema: type: string - name: evaluationType in: query schema: type: string enum: [NPS, CSAT, BOTH, CES] - name: createdDateStart in: query description: YYYY-MM-DD ou RFC3339 schema: type: string - name: createdDateEnd in: query description: YYYY-MM-DD ou RFC3339 schema: type: string - name: respondedDateStart in: query description: YYYY-MM-DD ou RFC3339 schema: type: string - name: respondedDateEnd in: query description: YYYY-MM-DD ou RFC3339 schema: type: string - name: moderationStatus in: query schema: type: string enum: [PENDING, REJECTED, APPROVED, FLAGGED_AUTO] - name: npsClassification in: query schema: type: string enum: [PROMOTER, NEUTRAL, DETRACTOR] - name: csatClassification in: query schema: type: string enum: [SATISFIED, NEUTRAL, DISSATISFIED] - name: recoveryStatus in: query schema: type: string enum: [none, in_progress, waiting_customer, waiting_cs, closed] responses: "200": description: Lista paginada content: application/json: schema: $ref: "#/components/schemas/FeedbackList" post: tags: [Feedbacks] summary: Criar avaliação pendente (link único) description: | Mesmo handler de `POST /v1/evaluation`: cria avaliação **pendente** e devolve `link` + `id`. Não persiste NPS/CSAT/CES — a nota entra em `PUT /v1/feedbacks/{id}/{customerId}/response`. Canal default `api`. Para disparar e-mail/WhatsApp use `POST /v1/feedbacks/invites`. operationId: createFeedback security: - BearerAuth: [] CustomerIdHeader: [] requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/CreateFeedbackRequest" responses: "201": description: Avaliação pendente criada content: application/json: schema: $ref: "#/components/schemas/FeedbackCreated" /v1/feedbacks/{id}: get: tags: [Feedbacks] summary: Obter feedback por ID description: | Inclui `recoveryStatus`, sentimento da moderação (`feelingScore`, `labelFeeling`) e o micro-insight persistido (`microInsight`) quando o detrator já teve insight gerado. operationId: getFeedback security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" responses: "200": description: Detalhe do feedback content: application/json: schema: $ref: "#/components/schemas/Feedback" "404": description: Não encontrado /v1/feedbacks/invites: post: tags: [Feedbacks] summary: Criar convite / link único description: | Cria avaliação pendente, devolve o link público e dispara e-mail/WhatsApp quando `channel` for `Email` ou `WhatsApp` e houver destinatário. operationId: createFeedbackInvite security: - BearerAuth: [] CustomerIdHeader: [] requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/CreateFeedbackInviteRequest" responses: "201": description: Convite criado (inclui `link`) content: application/json: schema: $ref: "#/components/schemas/FeedbackCreated" /v1/feedbacks/{id}/{customerId}/form: get: tags: [Feedbacks] summary: Payload público da tela de resposta description: Sem JWT. Usado pela página `/review/{id}/{customerId}`. operationId: getFeedbackForm security: [] parameters: - $ref: "#/components/parameters/ResourceId" - $ref: "#/components/parameters/CustomerIdPath" responses: "200": description: Dados para renderizar o formulário content: application/json: schema: $ref: "#/components/schemas/FeedbackForm" "404": description: Não encontrado /v1/feedbacks/{id}/{customerId}/response: put: tags: [Feedbacks] summary: Enviar resposta do cliente description: Público (sem JWT). O respondente submete NPS/CSAT/CES no link único. operationId: submitFeedbackResponse security: [] parameters: - $ref: "#/components/parameters/ResourceId" - $ref: "#/components/parameters/CustomerIdPath" requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/SubmitFeedbackResponseRequest" responses: "201": description: Resposta gravada (texto `"Resposta de avaliação enviada com sucesso!"`) content: application/json: schema: type: string example: Resposta de avaliação enviada com sucesso! "400": description: Já respondido ou payload inválido /v1/tickets/{id}: get: tags: [Tickets] summary: Obter thread da tratativa description: | O `{id}` é o `evaluationId`. Devolve conversa, mensagens, status, responsável e CSAT da tratativa. Sem dump de e-mail no CSV — o objeto completo está aqui. operationId: getTicket security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" responses: "200": description: Thread da tratativa. Sem conversa ainda, `messages` vem `[]` e `status` é o da avaliação. content: application/json: schema: $ref: "#/components/schemas/TicketThread" "404": description: Feedback não encontrado /v1/tickets/{id}/reply: post: tags: [Tickets] summary: Enviar e-mail de tratativa operationId: replyTicket security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/TicketReplyRequest" responses: "200": description: E-mail enfileirado content: application/json: schema: type: object properties: message: type: string conversationId: type: string format: uuid messageId: type: string format: uuid recoveryStatus: type: string correlationToken: type: string /v1/tickets/{id}/status: patch: tags: [Tickets] summary: Atualizar status da tratativa description: | `RESOLVED` ou `CLOSED` → encerra (close). `IN_PROGRESS` ou `OPEN` → reabre. operationId: patchTicketStatus security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/TicketStatusRequest" responses: "200": description: Status atualizado. `csatUrl` só existe se o close interno gerar token (o alias público não lê `sendCsat`). content: application/json: schema: type: object properties: recoveryStatus: type: string csatSent: type: boolean csatUrl: type: string closedBy: type: string reopenedBy: type: string /v1/tickets/{id}/assign: post: tags: [Tickets] summary: Atribuir tratativa a um atendente operationId: assignTicket security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/TicketAssignRequest" responses: "200": description: Atribuído content: application/json: schema: type: object properties: assignedToEmail: type: string assignedToUserId: type: string /v1/compilations: get: tags: [Compilations] summary: Listar compilações de insights description: | Paginação `limit` + `offset`. Datas deste endpoint são `dateStart`/`dateEnd` (não `from`/`to`). Sucesso responde **201** (status do handler interno). operationId: listCompilations security: - BearerAuth: [] CustomerIdHeader: [] parameters: - name: limit in: query schema: type: integer default: 15 - name: offset in: query schema: type: integer default: 0 - name: analysisType in: query schema: type: string enum: [default_analysis, monthly_analysis] - name: dateStart in: query description: Início (YYYY-MM-DD ou RFC3339). Default 12 meses atrás. schema: type: string - name: dateEnd in: query description: Fim (YYYY-MM-DD ou RFC3339). Default agora. schema: type: string responses: "201": description: Lista paginada content: application/json: schema: $ref: "#/components/schemas/CompilationList" /v1/compilations/{id}: get: tags: [Compilations] summary: Obter compilação por ID description: Sucesso responde **201** (status do handler interno). operationId: getCompilation security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" responses: "201": description: Compilação completa content: application/json: schema: $ref: "#/components/schemas/Compilation" "400": description: ID inválido /v1/webhooks: get: tags: [Webhooks] summary: Listar webhooks outbound operationId: listWebhooks security: - BearerAuth: [] CustomerIdHeader: [] responses: "200": description: Lista content: application/json: schema: type: array items: $ref: "#/components/schemas/Webhook" post: tags: [Webhooks] summary: Criar webhook outbound operationId: createWebhook security: - BearerAuth: [] CustomerIdHeader: [] requestBody: required: true content: application/json: schema: $ref: "#/components/schemas/WebhookInput" responses: "201": description: Criado content: application/json: schema: $ref: "#/components/schemas/Webhook" /v1/webhooks/{id}: delete: tags: [Webhooks] summary: Remover webhook operationId: deleteWebhook security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/ResourceId" responses: "200": description: Removido content: application/json: schema: type: object properties: status: type: string example: deleted /v1/metrics/scores: get: tags: [Metrics] summary: NPS, CSAT e CES do período description: | Índices já calculados (mesma conta do painel V2). Só avaliações `APPROVED`. O recorte temporal usa `created_at`. A resposta traz o **geral da conta** em `nps` / `csat` / `ces` e, no mesmo objeto, `byProduct`: um item por produto (`productId` + `productName` + as mesmas métricas). Não existe query de produto — o breakdown vem sempre. Sem `from`/`to`: últimos 30 dias até agora (UTC). operationId: getScoreMetrics security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/DateFrom" - $ref: "#/components/parameters/DateTo" responses: "200": description: Índices do período content: application/json: schema: $ref: "#/components/schemas/ScoreMetrics" example: from: "2026-09-01T00:00:00Z" to: "2026-10-01T00:00:00Z" nps: score: 40 promoters: 7 neutrals: 1 detractors: 2 total: 10 byProduct: - productId: "aaaaaaaa-aaaa-aaaa-aaaa-aaaaaaaaaaaa" productName: Loja A score: 50 promoters: 3 neutrals: 0 detractors: 1 total: 4 csat: score: 4.2 satisfied: 12 neutrals: 3 dissatisfied: 2 total: 17 byProduct: [] ces: score: 5.8 lowEffort: 8 neutrals: 2 highEffort: 1 total: 11 byProduct: [] /v1/metrics/cs: get: tags: [Metrics] summary: Métricas de CS (FRT, MTTR, Churn Saved, CSAT tratativa) description: | Sem `from`/`to`: últimos 30 dias até agora (UTC). operationId: getCSMetrics security: - BearerAuth: [] CustomerIdHeader: [] parameters: - $ref: "#/components/parameters/DateFrom" - $ref: "#/components/parameters/DateTo" responses: "200": description: Agregados do período content: application/json: schema: $ref: "#/components/schemas/CSMetrics" example: from: "2026-09-01T00:00:00Z" to: "2026-10-01T00:00:00Z" avgFrtSeconds: 3600 avgMttrSeconds: 86400 closedCount: 10 resolutionConfirmedCount: 7 churnSavedRate: 0.7 avgTratativaCsat: 4.2 conversationCount: 12 byAttendant: - attendantEmail: cs@acme.com assignedCount: 8 closedCount: 6 avgFrtSeconds: 1800 avgMttrSeconds: 72000 components: securitySchemes: BearerAuth: type: http scheme: bearer bearerFormat: JWT description: Access token (`access_token`) retornado por `/v1/signin-with-credentials`. Não é o secretKey. x-scalar-secret-token: YOUR_ACCESS_TOKEN CustomerIdHeader: type: apiKey in: header name: X-Customer-Id description: UUID do tenant (o mesmo usado no login). Não é o secretKey. x-scalar-secret-token: YOUR_CUSTOMER_ID parameters: ResourceId: name: id in: path required: true description: UUID do recurso (`evaluationId` em tickets/feedbacks; ID da compilação em compilations). schema: type: string format: uuid CustomerIdPath: name: customerId in: path required: true schema: type: string format: uuid DateFrom: name: from in: query required: false description: | Início do período em UTC. `YYYY-MM-DD` ou RFC3339 (`2026-09-01T00:00:00Z`). Omitido: 30 dias atrás. schema: type: string example: "2026-09-01" DateTo: name: to in: query required: false description: | Fim do período em UTC. `YYYY-MM-DD` inclui o dia inteiro (vira meia-noite do dia seguinte). RFC3339 usa o instante informado. Omitido: agora. schema: type: string example: "2026-10-01" schemas: SignInResponse: type: object properties: access_token: type: string expires_in: type: integer token_type: type: string example: Bearer additionalProperties: true FeedbackList: type: object properties: data: type: array items: $ref: "#/components/schemas/Feedback" total: type: integer Feedback: type: object description: Avaliação com sentimento da moderação e micro-insight persistido. properties: id: type: string format: uuid productId: type: string format: uuid productName: type: string categoryProduct: type: string evaluationType: type: string enum: [NPS, CSAT, BOTH, CES] npsScore: type: number evaluationNote: type: number description: Nota CSAT 1–5 cesScore: type: number description: Nota CES 1–7 npsClassification: type: string enum: [PROMOTER, NEUTRAL, DETRACTOR] csatClassification: type: string enum: [SATISFIED, NEUTRAL, DISSATISFIED] cesClassification: type: string enum: [LOW_EFFORT, NEUTRAL, HIGH_EFFORT] textAvaluation: type: string channelEvaluationSended: type: string customerId: type: string format: uuid responderName: type: string responderEmail: type: string responderPhoneNumber: type: string dateTimeAvaluation: type: string format: date-time description: Quando o cliente respondeu createdAt: type: string format: date-time recoveryStatus: type: string enum: [none, in_progress, waiting_customer, waiting_cs, closed] moderationStatus: type: string feelingScore: type: string description: Sentimento da resposta (pipeline de moderação). labelFeeling: type: string microInsight: $ref: "#/components/schemas/MicroInsight" evaluationUrl: type: string format: uri additionalProperties: true MicroInsight: type: object description: Insight pontual do detrator (não inclui sentimento; esse vem de feelingScore). properties: version: type: integer status: type: string enum: [ready, failed] summary: type: string why: type: string causes: type: array items: type: string suggestedAction: type: string confidence: type: number generatedAt: type: string format: date-time TicketThread: type: object properties: conversationId: type: string format: uuid status: type: string primaryChannel: type: string messageCount: type: integer whatsappEligible: type: boolean canSendEmail: type: boolean assignedToEmail: type: string closedBy: type: string reopenedBy: type: string firstResponseAt: type: string format: date-time resolvedAt: type: string format: date-time resolutionConfirmed: type: boolean tratativaCsatScore: type: integer messages: type: array items: $ref: "#/components/schemas/TicketMessage" TicketMessage: type: object properties: id: type: string format: uuid channel: type: string direction: type: string bodyText: type: string subject: type: string status: type: string sentByUserId: type: string createdAt: type: string format: date-time Compilation: type: object properties: id: type: string format: uuid customerId: type: string format: uuid batchAnalysisType: type: string enum: [default_analysis, monthly_analysis] dateTimeBatch: type: string format: date-time totalReviews: type: integer positiveReviews: type: integer negativeReviews: type: integer neutralReviews: type: integer averageFeelingScore: type: number generalSentiment: type: string sentimentalTrends: type: string businessInsights: type: string businessTrends: type: string improvementSuggestions: type: string commonPositiveAspects: type: string commonNegativeAspects: type: string commonRelevantKeywords: type: string commonIdentifiedTopics: type: string analysisComments: type: string monthlyComparisonSummary: type: string trendAnalysisSummary: type: string createdAt: type: string format: date-time additionalProperties: true CompilationList: type: object properties: data: type: array items: $ref: "#/components/schemas/Compilation" total: type: integer CreateFeedbackRequest: type: object required: [productId, productName, categoryProduct, evaluationType] properties: productId: type: string format: uuid productName: type: string categoryProduct: type: string evaluationType: type: string enum: [NPS, CSAT, BOTH, CES] responderName: type: string responderEmail: type: string format: email responderPhoneNumber: type: string channel: type: string description: Default `api`. Não dispara e-mail/WhatsApp. default: api example: api FeedbackCreated: type: object properties: link: type: string format: uri id: type: string format: uuid evaluationType: type: string channelAvaluationSended: type: string productId: type: string format: uuid productName: type: string customerId: type: string format: uuid createdAt: type: string format: date-time categoryProduct: type: string FeedbackForm: type: object properties: productDescription: type: string productName: type: string productImageUrl: type: string customerName: type: string customerLogoUrl: type: string feedbackConfig: type: object evaluation: type: object description: Avaliação pendente (campos internos do formulário público) CreateFeedbackInviteRequest: type: object required: [productId, productName, categoryProduct, evaluationType, channel] properties: productId: type: string format: uuid productName: type: string categoryProduct: type: string evaluationType: type: string enum: [NPS, CSAT, BOTH, CES] channel: type: string description: Preferido. `Email` ou `WhatsApp` dispara o envio. Outros valores só geram o link. example: Email channelEvaluationSended: type: string description: Aceito como sinônimo de `channel` name: type: string responderName: type: string email: type: string format: email responderEmail: type: string format: email phoneNumber: type: string example: "+5511999881234" responderPhoneNumber: type: string comments: type: string templateName: type: string SubmitFeedbackResponseRequest: type: object properties: npsScore: type: number minimum: 0 maximum: 10 evaluationNote: type: number description: CSAT 1–5 minimum: 1 maximum: 5 cesScore: type: number description: CES 1–7 minimum: 1 maximum: 7 textAvaluation: type: string responderName: type: string responderEmail: type: string format: email languageAvaluation: type: string TicketReplyRequest: type: object required: [subject, body] properties: subject: type: string body: type: string channel: type: string enum: [email] default: email TicketStatusRequest: type: object required: [status] properties: status: type: string enum: [RESOLVED, CLOSED, IN_PROGRESS, OPEN] TicketAssignRequest: type: object required: [email] properties: email: type: string format: email userId: type: string WebhookInput: type: object required: [url] properties: name: type: string url: type: string format: uri description: Deve ser HTTPS format: type: string enum: [json, discord, slack] default: json description: | Corpo do POST. `json` sempre envia o envelope, mesmo se a URL for Discord/Slack. authType: type: string enum: [none, bearer, basic, header] default: none authHeaderName: type: string authUsername: type: string authSecret: type: string signingSecret: type: string description: HMAC para format=json events: type: array description: Vazio → default `detractor.insight.ready`. items: type: string enum: - feedback.detractor_created - feedback.promoter_created - feedback.passive_created - ticket.replied_by_customer - ticket.status_changed - ticket.resolved - detractor.insight.ready - compilation.ready - "*" enabled: type: boolean default: true Webhook: type: object description: Resposta sanitizada. Segredos nunca voltam; só `hasAuthSecret` / `hasSigningSecret`. properties: id: type: string format: uuid customerId: type: string format: uuid name: type: string url: type: string format: uri format: type: string enum: [json, discord, slack] authType: type: string authHeaderName: type: string authUsername: type: string events: type: array items: type: string enabled: type: boolean hasAuthSecret: type: boolean hasSigningSecret: type: boolean createdAt: type: string format: date-time updatedAt: type: string format: date-time WebhookDeliveryJson: type: object required: [type, timestamp, data] description: | Corpo quando format=json (também se a URL for Discord/Slack). `compilation.ready` traz `compilationId`, `type`, `createdAt`, `totalReviews`, `generalSentiment` e `insightsUrl`; o JSON completo vem em GET `/v1/compilations/{id}`. properties: type: type: string timestamp: type: string format: date-time data: type: object example: type: feedback.promoter_created timestamp: "2026-10-20T16:00:00Z" data: customerId: "11111111-1111-1111-1111-111111111111" evaluationId: "22222222-2222-2222-2222-222222222222" productName: "Atendimento" evaluationType: NPS npsScore: 10 classification: PROMOTER textPreview: ótimo reviewUrl: https://iareview.ai/app/reviews/item/22222222-2222-2222-2222-222222222222 WebhookDeliveryDiscord: type: object description: Corpo quando format=discord (Incoming Webhook). example: username: IAReview embeds: - title: Promotor description: ótimo color: 1483361 url: https://iareview.ai/app/reviews/item/22222222-2222-2222-2222-222222222222 WebhookDeliverySlack: type: object description: Corpo quando format=slack (Incoming Webhook + Block Kit). example: text: Promotor — ótimo blocks: - type: header text: type: plain_text text: Promotor ScoreMetrics: type: object required: [from, to, nps, csat, ces] properties: from: type: string format: date-time to: type: string format: date-time nps: $ref: "#/components/schemas/NpsMetric" csat: $ref: "#/components/schemas/CsatMetric" ces: $ref: "#/components/schemas/CesMetric" NpsMetric: type: object properties: score: type: number description: (promotores% − detratores%), escala −100 a 100 promoters: type: integer neutrals: type: integer detractors: type: integer total: type: integer byProduct: type: array items: type: object properties: productId: type: string format: uuid productName: type: string score: type: number promoters: type: integer neutrals: type: integer detractors: type: integer total: type: integer CsatMetric: type: object properties: score: type: number description: Média 1–5 satisfied: type: integer neutrals: type: integer dissatisfied: type: integer total: type: integer byProduct: type: array items: type: object properties: productId: type: string format: uuid productName: type: string score: type: number satisfied: type: integer neutrals: type: integer dissatisfied: type: integer total: type: integer CesMetric: type: object properties: score: type: number description: Média CES 2.0 (1–7, maior = mais fácil) lowEffort: type: integer neutrals: type: integer highEffort: type: integer total: type: integer byProduct: type: array items: type: object properties: productId: type: string format: uuid productName: type: string score: type: number lowEffort: type: integer neutrals: type: integer highEffort: type: integer total: type: integer CSMetrics: type: object properties: from: type: string format: date-time to: type: string format: date-time avgFrtSeconds: type: number avgMttrSeconds: type: number closedCount: type: integer resolutionConfirmedCount: type: integer churnSavedRate: type: number description: resolutionConfirmedCount / closedCount avgTratativaCsat: type: number conversationCount: type: integer byAttendant: type: array items: type: object properties: attendantEmail: type: string assignedCount: type: integer closedCount: type: integer avgFrtSeconds: type: number avgMttrSeconds: type: number