Support Widget

Overview

Use the Bancroft API to build a “Contact Support” modal directly inside your application. Your form can offer two paths:

• Send a message — creates a conversation with channel: "web"
• Request a callback — creates a conversation with channel: "callback" and includes their phone number in metadata

Both paths create tickets that your agents manage in the Bancroft dashboard. Callback requests also fire a callback.requested webhook so you can alert your team instantly.

Send a Message

Create a conversation from your support form with channel: "web":

const response = await fetch('https://your-domain.com/api/v1/conversations/create/', {
  method: 'POST',
  headers: {
    'Content-Type': 'application/json',
    'Authorization': 'Bearer bnc_your_client_key',
  },
  body: JSON.stringify({
    subject: 'Help with my account',
    description: 'I cannot reset my password...',
    user_email: 'jane@example.com',
    user_first_name: 'Jane',
    user_last_name: 'Doe',
    channel: 'web',
  }),
});

const ticket = await response.json();
console.log('Ticket created:', ticket.number);

Request a Callback

When users prefer a phone call, send channel: "callback" with their phone number and preferred time in metadata:

const response = await fetch('https://your-domain.com/api/v1/conversations/create/', {
  method: 'POST',
  headers: {
    'Content-Type': 'application/json',
    'Authorization': 'Bearer bnc_your_client_key',
  },
  body: JSON.stringify({
    subject: 'Callback request from Jane',
    description: 'Wants to discuss enterprise pricing',
    user_email: 'jane@example.com',
    user_first_name: 'Jane',
    user_last_name: 'Doe',
    channel: 'callback',
    metadata: {
      phone: '+1-555-1234',
      preferred_time: 'Afternoons EST',
    },
  }),
});

This creates a ticket tagged as a callback request. Agents will see the phone number and preferred time in the ticket sidebar. A callback.requested webhook is also fired so you can trigger alerts (e.g., Slack notification, SMS to on-call agent).

Email Channel

You can also receive support tickets via email. Configure your mailbox IMAP credentials in Settings → Email Accounts and Bancroft will automatically poll for new emails, create tickets, and tag them with channel: "email". Agent replies are sent back via SMTP.

For example, set up help@yourcompany.com and any email to that address becomes a support ticket your agents can reply to from the dashboard.