Re:amaze is a multi-channel customer messaging and helpdesk platform designed for eCommerce brands, offering live chat, email, social messaging, and automated workflows. This DIY Developer Guide for Re:amaze provides a clear, scalable, and secure approach for building custom integrations with eCommerce platforms, CRM systems, and order management tools.

Prerequisites for Re:amaze Integrations

• Re:amaze API access credentials (OAuth Client ID and Secret or API Token)
• Familiarity with:
  • RESTful APIs
  • OAuth 2.0 Authentication or Basic Token Authentication
  • JSON data formatting
• Tools: Postman, Re:amaze API Documentation, SDKs (Python, Node.js)

Step 1: Authentication for Re:amaze Integrations

Re:amaze supports both API Token and OAuth 2.0 Authentication.

API Token Authentication Example:

Authorization: Token token=YOUR_API_TOKEN

OAuth 2.0 Example:

POST https://{your_brand}.reamaze.com/oauth/token
Content-Type: application/x-www-form-urlencoded

grant_type=client_credentials
&client_id=YOUR_CLIENT_ID
&client_secret=YOUR_CLIENT_SECRET

Use the returned access_token for subsequent API requests.

Step 2: Endpoint Discovery and Data Mapping

Common API Resources:

• Conversations (Tickets)
• Contacts (Customers)
• Staff (Agents)
• Messages
• Channels (Chat, Email, SMS, Social)

Process:

• Explore Re:amaze API documentation thoroughly.
• Map fields like customer email, order ID, and message threads appropriately.

Important considerations:

• Consistent contact identification across systems
• Correct tagging and categorization of conversations
• Proper threading of messages within conversations

Step 3: Building Integration Workflows

Integration Patterns:

• Inbound (to Re:amaze): Create conversations, update contact profiles, push order information.
• Outbound (from Re:amaze): Retrieve conversation histories, customer data, and agent activity.

Example: Creating a New Conversation

POST /api/v1/conversations
{
  "conversation": {
    "subject": "Order Inquiry",
    "customer": {
      "name": "Jane Smith",
      "email": "jane@example.com"
    },
    "messages": [
      {
        "body": "Where is my order?",
        "recipients": ["support@example.com"]
      }
    ]
  }
}

Example: Fetching a Contact

GET /api/v1/contacts/{contact_id}
Authorization: Token token=YOUR_API_TOKEN

Step 4: Error Handling and Pagination

Error Handling:

• Capture HTTP status codes and Re:amaze-specific error messages.
• Implement retry logic for transient server (5xx) errors and rate limits (429).

Pagination:

• Use page and per_page query parameters for retrieving large datasets.

Example:

GET /api/v1/conversations?page=2&per_page=50

Step 5: Testing and Validation

• Test endpoints using Postman or a Re:amaze sandbox environment.
• Validate conversation creation, message threading, and customer syncing.
• Perform load testing for high-volume ticket handling.

Step 6: Deployment and Security

• Deploy integrations securely on cloud environments (AWS, Azure, GCP).
• Store API keys or tokens securely using secret management.
• Enforce HTTPS/TLS encryption for all communications.
• Enable real-time error monitoring, transaction logging, and proactive alerting.

Step 7: Maintenance and Monitoring

• Monitor Re:amaze API changelogs and announcements.
• Set real-time alerts for failed transactions or authentication issues.
• Track KPIs such as ticket resolution time, first response time, and customer satisfaction rates.

Optional Enhancements

• Middleware integrations (MuleSoft, Celigo, Boomi) for cross-platform automation.
• Webhooks for real-time updates on new conversations and customer replies.
• Dashboards for real-time support and agent performance monitoring.

Summary

Building custom Re:amaze integrations allows businesses to streamline customer support, unify communication channels, and deliver better service experiences. This DIY Developer Guide for Re:amaze provides a secure, scalable framework for creating high-performance integrations.

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