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When a customer writes in, your agents shouldn’t have to ask who they are or what went wrong. The Context API sends that from your own systems, and Frictionless shows it beside the chat, on the website and on WhatsApp.

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How it works

Contacts

Your users, keyed by your own user ID. A name, email, phone number and any attributes you like, such as a plan or a verification status.

Events

Things that happened to a contact, like “Transfer failed”. On the customer’s timeline, and as a card in any chat with them from the last 24 hours.

Actions

Buttons beside each chat, like “Retry transfer”, that call your server.
A contact’s phone number links them to their WhatsApp chats, even ones that start later. A signed identify() links them to their website chats.

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Two ways in

From your server

The REST API. Agents can trust what it sends.

From your website

The chat widget. Identity is signed by your server; everything else is shown as unverified.

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Before you start

  1. The Context API is on the Pro plan and above. The website chat and bookings don’t need it.
  2. A workspace owner creates an API key in Settings → Developers. API keys and secrets explains each one.
  3. Just want live chat? The install guide is all you need.