Formend — Real-Time Agent Accountability

Overview

Formend API

Formend continuously evaluates customer support conversations, identifies operational risks, scores interactions, and escalates failures to supervisors in real time.

The API is REST-based, returns JSON, and authenticates via Bearer token. A developer with an API key can send a conversation and receive a risk assessment in under 300ms.

BASE URLhttps://api.formend.tech/v1

Authentication

API Keys

All requests require a Bearer token in the Authorization header. Your API key is issued when you subscribe and can be found in your welcome email.

Header

Authorization: Bearer YOUR_API_KEY

cURL

curl -X POST https://api.formend.tech/v1/analyze \ -H "Authorization: Bearer YOUR_API_KEY" \ -H "Content-Type: application/json" \ -d '{"conversation_id":"conv_001"}'

JavaScript

const res = await fetch("https://api.formend.tech/v1/analyze", { method: "POST", headers: { "Authorization": `Bearer ${YOUR_API_KEY}`, "Content-Type": "application/json", }, body: JSON.stringify({ conversation_id: "conv_001" }), });

Python

import requests response = requests.post( "https://api.formend.tech/v1/analyze", headers={"Authorization": f"Bearer {YOUR_API_KEY}"}, json={"conversation_id": "conv_001"} )

Key rotation

To rotate your API key, contact hello@formend.tech. Enterprise clients can request programmatic key management.

Endpoint

Analyze Conversation

The primary endpoint. Send a customer message and agent response — Formend returns a risk score, status, and any identified issues.

POST/v1/analyze

Request

JSON

{ "conversation_id": "conv_123", "agent_id": "agent_456", "customer_message": "My order still hasn't arrived after 3 weeks.", "agent_response": "Please allow another 48 hours for delivery." }

Field	Type	Required	Description
conversation_id	string	Yes	Unique identifier for the conversation
agent_id	string	No	Agent identifier for tracking purposes
customer_message	string	Yes	The customer's inbound message
agent_response	string	Yes	The agent's reply to evaluate

Response

JSON

{ "conversation_id": "conv_123", "score": 74, "status": "warning", "issues": [ "Customer frustration not acknowledged" ], "escalate": false }

Field	Type	Description
score	integer	0–100. Lower scores indicate higher risk.
status	string	ok · warning · critical
issues	array	List of identified issues. Empty if none.
escalate	boolean	Whether a supervisor alert has been triggered.

Endpoint

Batch Analysis

Submit multiple conversations in a single request. Designed for historical ticket reviews, CRM imports, and Zendesk exports.

POST/v1/analyze/batch

Request

{ "conversations": [ { "conversation_id": "conv_001", "agent_id": "agent_01", "customer_message": "Where is my order?", "agent_response": "I'll look into this now." }, { "conversation_id": "conv_002", "agent_id": "agent_02", "customer_message": "This is unacceptable.", "agent_response": "Please check our help centre." } ] }

Response

{ "results": [ { "conversation_id": "conv_001", "score": 88, "status": "ok", "escalate": false }, { "conversation_id": "conv_002", "score": 41, "status": "critical", "escalate": true } ], "processed": 2, "failed": 0 }

Maximum batch size is 100 conversations per request.

Webhooks

Webhook Configuration

Formend can POST event payloads to any HTTPS endpoint you control. To register a webhook, contact hello@formend.tech with your endpoint URL.

Supported events

Event	Description
analysis.completed	A conversation has been scored successfully.
analysis.failed	A conversation could not be processed.
escalation.created	A supervisor alert has been triggered.
escalation.closed	A supervisor has marked an escalation resolved.

Example payload

POST to your endpoint

{ "event": "escalation.created", "conversation_id": "conv_123", "risk_level": "high", "score": 42, "reason": "Policy violation", "timestamp": "2026-05-28T14:32:01Z" }

All webhook requests include a X-Formend-Signature header for payload verification. Respond with HTTP 200 to acknowledge receipt.

Errors

Error Handling

All errors return a JSON object with an error field and an appropriate HTTP status code.

Status	Error	Description
401	invalid_api_key	API key is missing or invalid.
422	missing_required_field	A required field is absent from the request.
429	rate_limit_exceeded	Monthly analysis limit reached for your tier.
500	internal_error	An unexpected error occurred. Contact support.

Error response

{ "error": "rate_limit_exceeded", "message": "Monthly limit of 3,000 analyses reached.", "tier": "starter" }

Limits

Rate Limits

Limits are applied per billing cycle. When the monthly limit is reached, the API returns a 429 rate_limit_exceeded response.

Plan	Monthly analyses	Per-minute limit
Starter	3,000	10 / min
Growth	12,000	30 / min
Enterprise	Custom	Custom

To upgrade your plan or discuss enterprise volume, contact info@formend.tech.