Due to the above functionality built into the SeeClickFix reporting flow, SeeClickFix does not recommend or support the ability to use an AI chat feature to report a request directly into the system.
As an alternative, SeeClickFix recommends the chat feature integrate by offering a link to the SeeClickFix reporting portal with a full category list for the city or a direct link to the desired category to report. This will provide the optimal experience for the resident to include all the benefits of reporting from SeeClickFix.
Important Note: For the CivicPlus Chatbot, there are two additional integration options. First, if a resident does not get the answer they need via the AI, then the chat can be integrated with SeeClickFix Conversations and create a new message in the omni-inbox. Second, the CivicPlus Chatbot can be embedded directly in the SeeClickFix mobile app as a mobile button.
Option 1 – Create a Link to a Category List
An organization can follow the helpful Instructions to Embed and Share a Portal article to get the link for the category list portal.
Each SeeClickFix customer has a link to their submission portal. If a resident asks how to report a concern/issue/request, then the chatbot can guide the resident to the SeeClickFix Portal which is customized for that organization.
Option 2 – Create a Direct Link to a Specific Category
If a direct link to each Service Request Category is desired, then the city can utilize the SeeClickFix Open311 Application Program Interface (API) to query the public service requests and service request IDs. Then each category can be directly linked from the AI chatbot.
- If needed, please reference Open311 API for more information
- The City of New Haven's service request categories are a good reference for sample queries: https://seeclickfix.com/open311/v2/29/services.json
Using the New Haven service request category sample above, the customer organization will need to adjust the organization number shown to match their SeeClickFix organization number and replace it.
- Example: https://seeclickfix.com/open311/v2/<ORG ID>/services.json
The SeeClickFix organization ID can be found in the URL after any member on the account has accessed the SeeClickFix internal system.
- Example: in the URL https://crm.seeclickfix.com/#/organizations/1743/issues, 1743 is the organizational ID.
In the category query, the JSON response shows the “service code” for each request category. This service code is then used to create a direct link to the category in the SeeClickFix web portal.
- Example: a resident asks to report a problem via the chatbot, and the chatbot asks “What the problem is related to or for?” The resident responds that it is about a “parking meter”. The chatbot then provides a direct link for the resident to report a Parking Meter problem to their local government: https://seeclickfix.com/web_portal/WAE8vSooYm9Yc9YRgEETwygF/report/category/372 which will display the report an issue page when selected:
The bolded text in the above URL is specific to the customer organization and the category. The portal link can be found by the client in the SeeClickFix Organization Settings > Web Portal > Embed. The service code (as shown above as 372 for Parking Meter) can be retrieved for each category utilizing the above-referenced Open 311 API query.
- https://seeclickfix.com/web_portal/<CLIENT PORTAL ID>/report/category/<Category Service Code>