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Clarity’s support inbox handles every written conversation with your customers: web chat, the mobile SDKs, WhatsApp, and email. An AI agent answers first, human agents take over when needed, and both draw on your knowledge base. The Support API lets your own systems create and update the same records the inbox shows.

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The model

1

A customer

A customer is one person who contacts you. Clarity creates customers automatically when someone writes in on a channel, and you can create or edit them through the API. A customer carries a name, contact attributes (phone, email, external id), tags, and any custom attributes you define.
2

Has tickets

A ticket is one support request. It belongs to a customer’s conversation on one channel and has a status, a priority, an optional category, tags, an assigned team and agent, and custom attributes. When a ticket is closed and the customer writes again, a new ticket opens on the same conversation.
3

A ticket has messages

Messages are what the customer, the AI agent, and human agents write. Private notes, status changes, assignment changes, and other activity sit in the same timeline as events.

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Channels

The widget and the SDKs are covered in SDKs.

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Agents

Tickets are handled by two kinds of agents:
  • The AI agent answers customers on the channels you connect it to. It searches the knowledge base, can run tools, and hands the ticket to a human when it cannot help.
  • Human agents work tickets in the inbox. They belong to teams, and routing assigns new tickets to a team or an agent.

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Knowledge base

The knowledge base holds articles grouped into collections. The AI agent answers from published articles, and human agents read them in the inbox. Articles can also be shown to customers on a public help page.

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What you can automate

Bring your own channel to the AI agent

Pass customer messages into a web-chat ticket from your own system, then read the AI agent’s replies.

Send messages

Reply on a ticket on its own channel, or add a private note for your team.

Customers and tickets

Sync customers from your CRM, set custom attributes, and change a ticket’s status, assignee, category, or tags.

Knowledge base

Create, update, and delete articles, or upload a PDF or document and let Clarity turn it into an article.

Webhooks

Get an HTTP request when a message arrives, a ticket is created or closed, or a knowledge base article is added.

API reference

Every Support API endpoint with request and response schemas.

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Calling the Support API

All Support API requests go to https://back.leap.onclarity.com and authenticate with your organization API key in the Authorization header. See Authentication for how to create a key.
The key acts for your whole organization, not for a single agent. Every request reads and writes only your organization’s data.