API World

API

Here’s a clean study table you can add to your guide.

REST Method Purpose Description Common Usage Example
GET Retrieve data Used to request or fetch information from a server or API. Does not modify data. Retrieve customer profile, chat history, ticket status
POST Create / Send data Used to submit new data to a server or trigger actions. Often creates new resources. Start chat session, create ticket, authenticate user
PUT Update existing data Used to fully update or replace an existing resource. Update customer information, modify interaction settings
PATCH Partial update Used to update only specific fields of an existing resource. Change customer status, update phone number only
DELETE Remove data Used to delete a resource or remove information from the system. Delete session, remove user, close/delete record
OPTIONS Discover supported methods Used to determine what operations an API endpoint supports. Often used in CORS/preflight checks. Browser checking allowed API methods
HEAD Retrieve headers only Similar to GET but returns headers only, without response body. Useful for validation or testing. Check if resource exists, validate API availability

Example REST API Calls

GET Example

GET /api/customers/12345

Purpose: Retrieve customer information.

POST Example

POST /api/chat/start

Purpose: Create/start a new chat session.

PUT Example

PUT /api/customer/12345

Purpose: Update full customer record.

PATCH Example

PATCH /api/customer/12345

Purpose: Update only selected fields.

DELETE Example

DELETE /api/session/12345

Purpose: Delete session or resource.

Easy Interview Explanation

REST APIs

REST APIs allow systems to communicate using standard HTTP methods such as GET, POST, PUT, and DELETE to retrieve, create, update, or remove data.

HTTP Responses and Troubleshooting

HTTP Response Codes & API Troubleshooting Guide

Common HTTP Response Codes

Code Meaning What It Usually Means Common Cause
200 Success Request completed successfully API working correctly
201 Created Resource successfully created New user, session, or object created
400 Bad Request API could not process request Invalid JSON, missing fields, bad formatting
401 Unauthorized Authentication failed Invalid token, expired token, missing credentials
403 Forbidden Access denied User authenticated but lacks permissions
404 Not Found Resource or endpoint not found Wrong URL or API endpoint
405 Method Not Allowed Wrong HTTP method used Using GET instead of POST
408 Request Timeout Request took too long Slow network or backend delay
429 Too Many Requests Rate limit exceeded Too many API calls
500 Internal Server Error Backend/server issue Application crash or server-side failure
502 Bad Gateway Invalid upstream response Proxy/load balancer/backend issue
503 Service Unavailable Service temporarily unavailable Maintenance or overloaded server

Quick API Troubleshooting Flow

Step 1 — Identify the Error Code

Always start with:

Example:

HTTP/1.1 401 Unauthorized

Step 2 — Validate Authentication

Most API issues are:

authentication-related

Check:

401 Unauthorized

Meaning

Authentication failed.

Common Causes

Example

Authorization: Bearer invalid_token

Troubleshooting

403 Forbidden

Meaning

Authenticated BUT not authorized.

Common Causes

Troubleshooting

400 Bad Request

Meaning

API request invalid.

Common Causes

Example Bad JSON

{
"name": "Cesar"
"role": "admin"
}

Missing comma causes failure.

Troubleshooting

404 Not Found

Meaning

Endpoint/resource does not exist.

Common Causes

Troubleshooting

405 Method Not Allowed

Meaning

Wrong HTTP method used.

Example

Using:

GET /api/create-user

when API expects:

POST /api/create-user

Troubleshooting

429 Too Many Requests

Meaning

API rate limit exceeded.

Common Causes

Troubleshooting

500 Internal Server Error

Meaning

Backend application/server failed.

Common Causes

Troubleshooting

502 Bad Gateway

Meaning

Gateway/proxy received invalid response.

Common Causes

Troubleshooting

503 Service Unavailable

Meaning

Service temporarily unavailable.

Common Causes

Troubleshooting

Structured Troubleshooting Methodology

1. Reproduce the Issue

Questions:

2. Validate Authentication

Check:

3. Validate Request

Check:

4. Review Response Codes

Use HTTP response code to isolate:

5. Review Logs

Look for:

6. Validate Connectivity

Check:

7. Escalate Properly

Gather:

before escalating.

Good Interview Answer

“How do you troubleshoot API issues?”

“I typically start by identifying the HTTP response code and validating whether the issue is related to authentication, request formatting, permissions, networking, or backend failures. I review request headers, payloads, logs, connectivity, and timestamps to isolate the issue before escalating if necessary.”

Common Interview Tip

NEVER immediately blame the backend.

Good engineers:

That’s what interviewers want to hear.

Oauth

OAuth 2.0 Study Guide

What is OAuth?

OAuth 2.0 is:

an authorization framework

used to securely allow:

to access resources WITHOUT sharing passwords directly.

Simple Explanation

Instead of giving your password to every application:

Application → requests authorization

OAuth provides:

temporary access tokens

for secure access.

Real-World Example

Example:

You log into an app using Google or Microsoft

The app:

That process often uses OAuth.

OAuth Main Purpose

OAuth solves:

Simple OAuth Flow

User logs in
      ↓
OAuth server validates identity
      ↓
Access token issued
      ↓
Application uses token for API calls

Important OAuth Components

Component Purpose
User Person authenticating
Client Application App requesting access
Authorization Server Validates identity and issues tokens
Resource Server API/backend service
Access Token Temporary credential used for API access
Refresh Token Used to obtain new access token

OAuth Tokens

Access Token

Temporary credential used in API requests.

Example:

Authorization: Bearer eyJhbGc...

Usually:

Refresh Token

Used to:

request new access token

without forcing user to log in again.

Bearer Token

Bearer token =

token used in Authorization header

Example:

Authorization: Bearer abc123xyz

Meaning:

“I already authenticated.”

OAuth vs Bearer Token

OAuth Bearer Token
Security framework Actual token
Handles authorization process Used for API access
Issues tokens Credential sent in requests

Common OAuth Flow Example

Step 1 — User Authentication

User logs into application.

Step 2 — Authorization Server Validates User

Example:

Step 3 — Access Token Generated

Example response:

{
  "access_token": "abc123xyz",
  "token_type": "Bearer",
  "expires_in": 3600
}

Step 4 — API Request Uses Token

GET /api/customer
Authorization: Bearer abc123xyz

Why OAuth Is Important

OAuth improves:

VERY important in:

OAuth Benefits

Benefit Description
No password sharing Apps never see user password
Secure API access Token-based authentication
Temporary access Tokens expire
Permission control Scoped access
Centralized authentication SSO/identity provider support

Common OAuth Troubleshooting

Problem 1 — Expired Token

Example response:

401 Unauthorized

Cause:

Troubleshooting:

Problem 2 — Missing Authorization Header

Missing:

Authorization: Bearer token

Result:

401 Unauthorized

Problem 3 — Invalid Token

Possible causes:

Result:

401 Unauthorized

Problem 4 — Insufficient Permissions

Result:

403 Forbidden

Meaning:

Problem 5 — Wrong OAuth Scope

OAuth scopes define:

what API access is allowed

Example:

read:customers
write:customers
admin

If token lacks required scope: API rejects request.

Common OAuth Troubleshooting Flow

Step 1 — Validate Token

Check:

Step 2 — Validate Authorization Header

Correct format:

Authorization: Bearer token

Step 3 — Validate Permissions/Scopes

Check:

Step 4 — Validate HTTPS/TLS

OAuth tokens should ONLY travel over:

HTTPS/TLS encrypted connections

Step 5 — Review Logs

Check:

OAuth vs API Key

OAuth API Key
More secure Less secure
User/session-based Usually app-based
Temporary tokens Often static
Permission scopes Limited control
Enterprise-grade Simpler authentication

Common Interview Questions

“What is OAuth?”

Good Answer:

“OAuth 2.0 is an authorization framework that enables secure API access through token-based authentication without exposing user credentials directly.”

“What is a Bearer Token?”

Good Answer:

“A bearer token is the access token issued during OAuth authentication and used in API requests for authorization.”

“Difference between 401 and 403?”

Code Meaning
401 Authentication failed
403 Authenticated but not authorized

“How would you troubleshoot OAuth issues?”

Good Answer:

“I would validate the access token, confirm the Authorization header format, verify token expiration and scopes, review authentication logs, and confirm HTTPS connectivity and permissions.”

Important Security Concepts

NEVER expose:

Tokens should always be:

Easy Memory Trick

OAuth = Security Process

Bearer Token = Access Badge

Example:

OAuth authenticates user
Bearer token grants access

Important Terms To Know

Term Meaning
OAuth Authorization framework
Access Token Temporary API credential
Bearer Token Token used in requests
Refresh Token Generates new access token
Authorization Server Issues tokens
Scope Permission level
HTTPS/TLS Secure encrypted communication
401 Authentication failure
403 Permission denied

HTTPS/TLS

HTTPS & TLS Study Guide

What is HTTPS?

HTTPS stands for:

HyperText Transfer Protocol Secure

It is:

encrypted HTTP communication

Used to securely transmit:

HTTP vs HTTPS

HTTP HTTPS
Not encrypted Encrypted
Insecure Secure
Data visible in transit Data protected
Uses port 80 Uses port 443

Why HTTPS Matters

Without HTTPS:

VERY important for:

What is TLS?

TLS stands for:

Transport Layer Security

TLS is:

the encryption protocol behind HTTPS

Meaning:

HTTPS = HTTP + TLS encryption

Simple Explanation

HTTP

Data travels in plain text.

HTTPS/TLS

Data is encrypted before transmission.

Example:

Customer → Encrypted Traffic → API Server

What TLS Protects

TLS provides:

Security Feature Purpose
Encryption Protects data confidentiality
Authentication Verifies server identity
Integrity Prevents data tampering

Encryption

Encryption converts readable data into:

unreadable encrypted data

Without decryption key: data cannot be understood.

Example

Without TLS:

password=MyPassword123

could be intercepted.

With TLS:

X93kL0sdP2mQ8...

encrypted and unreadable.

TLS Handshake (High-Level)

When browser/app connects securely:

Client connects
      ↓
Server presents certificate
      ↓
TLS session established
      ↓
Encrypted communication begins

SSL vs TLS

Older term:

SSL (Secure Sockets Layer)

Modern standard:

TLS

People still casually say:

But technically: TLS replaced SSL.

Certificates

HTTPS/TLS relies on:

digital certificates

Certificates verify:

Example

When you open:

https://www.glia.com

browser checks:

Common TLS Components

Component Purpose
Certificate Verifies server identity
Public Key Encrypts data
Private Key Decrypts data
Certificate Authority (CA) Trusted issuer
TLS Handshake Establishes secure session

Why TLS Is Critical For APIs

APIs often transmit:

Without TLS: tokens could be stolen.

OAuth + HTTPS Relationship

OAuth tokens should ONLY travel over:

HTTPS/TLS encrypted connections

Example:

https://api.company.com/customers
Authorization: Bearer token

Common TLS/HTTPS Troubleshooting

Problem 1 — Certificate Expired

Symptoms:

Troubleshooting:

Problem 2 — Certificate Not Trusted

Symptoms:

Certificate not trusted

Causes:

Problem 3 — TLS Version Mismatch

Example:

Result: secure connection fails.

Problem 4 — Hostname Mismatch

Certificate issued for:

api.company.com

but request sent to:

test.company.com

Result: TLS validation failure.

Problem 5 — Firewall / Proxy Interference

Symptoms:

Check:

Common HTTPS/TLS Troubleshooting Flow

Step 1 — Validate URL

Verify:

https://

not:

http://

Step 2 — Validate Certificate

Check:

Step 3 — Validate TLS Version

Modern systems typically require:

Step 4 — Validate Port Connectivity

HTTPS typically uses:

port 443

Check:

Step 5 — Review Logs

Check:

Common Interview Questions

“What is HTTPS?”

Good Answer:

“HTTPS is secure HTTP communication that uses TLS encryption to protect data transmitted between systems.”

“What is TLS?”

Good Answer:

“TLS is the encryption protocol that secures HTTPS communications by encrypting traffic, validating server identity, and protecting data integrity.”

“Difference between HTTP and HTTPS?”

HTTP HTTPS
Unencrypted Encrypted
Insecure Secure
Port 80 Port 443

“Why is TLS important for APIs?”

Good Answer:

“TLS protects sensitive API traffic such as OAuth tokens, credentials, and customer data by encrypting communication between systems.”

“What causes TLS failures?”

Common causes:

Important Security Concepts

Never send:

over:

plain HTTP

Always use:

HTTPS/TLS encrypted communication

Easy Memory Trick

HTTPS = Secure Website/API

TLS = Encryption Technology Behind HTTPS

Example:

HTTPS uses TLS to encrypt traffic

Important Terms To Know

Term Meaning
HTTP Unencrypted web traffic
HTTPS Secure encrypted HTTP
TLS Encryption protocol
SSL Older predecessor to TLS
Certificate Verifies server identity
CA Certificate Authority
Port 443 HTTPS secure port
Encryption Protecting data confidentiality
TLS Handshake Secure session negotiation

webhooks

Webhooks Study Guide

What is a Webhook?

A webhook is:

an automatic event notification sent from one system to another.

Instead of constantly asking:

“Did something happen?”

the system:

automatically pushes the event.

Simple Explanation

Example:

Customer starts chat
      ↓
Glia sends webhook
      ↓
CRM automatically creates ticket

The webhook notifies another system:

in real time.

Webhook = Event-Driven Communication

Webhooks are commonly used for:

Common Webhook Use Cases

Event Webhook Action
Customer starts chat Create CRM ticket
Payment completed Send confirmation
Call ended Update reporting system
Agent assigned Notify supervisor
User authenticated Trigger workflow

How Webhooks Work

Step 1 — Event Occurs

Example:

Chat session started

Step 2 — Source System Detects Event

Example:

Step 3 — Webhook Sent Automatically

Usually:

HTTP POST request

Example:

POST /webhook/chat-started

Step 4 — Receiving System Processes Event

Example:

CRM updates customer interaction history

Example Webhook Payload

{
  "event": "chat_started",
  "customerId": "12345",
  "timestamp": "2026-05-20T15:30:00Z"
}

Webhook Characteristics

Characteristic Description
Event-driven Triggered automatically
Push model Sends data automatically
Real-time Immediate notifications
Usually HTTP POST Most common method
JSON payloads Common data format

Webhooks vs APIs

VERY IMPORTANT INTERVIEW TOPIC

API Webhook
Request-based Event-based
Client asks for data Server pushes data
Pull model Push model
Requires polling Real-time notifications
Client initiates communication Source system initiates communication

Simple Analogy

API

Like calling a restaurant:

“Is my order ready?”

You continuously ask.

Webhook

Like restaurant texting you:

“Your order is ready.”

Automatic notification.

API Example (Pull Model)

Client requests:

GET /api/chat/status

Client repeatedly checks status.

Webhook Example (Push Model)

System automatically sends:

POST /webhook/chat-completed

No polling required.

Why Webhooks Are Important

Webhooks improve:

VERY common in:

Common Webhook Use Cases In Glia

Likely webhook events:

Common Webhook Troubleshooting

Problem 1 — Webhook Not Received

Possible causes:

Problem 2 — Authentication Failure

Webhook endpoint may require:

Possible result:

401 Unauthorized

Problem 3 — Invalid JSON Payload

Malformed JSON:

{
  "event": "chat_started"
  "customerId": "12345"
}

Missing comma causes failure.

Problem 4 — Slow Endpoint Response

If receiving system responds slowly:

Problem 5 — SSL/TLS Issues

Webhook endpoints usually require:

HTTPS/TLS

Problems:

Webhook Troubleshooting Flow

Step 1 — Validate Event Triggered

Did source system generate event?

Check:

Step 2 — Validate Webhook URL

Check:

Step 3 — Validate Authentication

Check:

Step 4 — Validate Payload

Check:

Step 5 — Review HTTP Response Codes

Code Meaning
200 Success
401 Authentication failed
403 Permission denied
404 Endpoint not found
500 Receiving server failed

Step 6 — Review Logs

Check:

Important Webhook Security Concepts

Because webhooks are inbound requests: they should be protected with:

Common Interview Questions

“What is a webhook?”

Good Answer:

“A webhook is an event-driven mechanism where one system automatically sends data to another system when a specific event occurs.”

“Difference between API and webhook?”

Good Answer:

“APIs typically use a request/response pull model where a client requests data, while webhooks use an event-driven push model where the system automatically sends notifications when events occur.”

“Why use webhooks instead of polling APIs?”

Good Answer:

“Webhooks provide real-time event notifications and reduce unnecessary polling traffic, making integrations more efficient and responsive.”

“How would you troubleshoot webhook failures?”

Good Answer:

“I would validate the event trigger, confirm webhook URL connectivity, verify authentication and HTTPS/TLS configuration, review JSON payload formatting, analyze HTTP response codes, and check delivery logs.”

Easy Memory Trick

API = You Ask

Webhook = System Tells You

Example:

API → pull
Webhook → push

Important Terms To Know

Term Meaning
API Request-based communication
Webhook Event-driven notification
Polling Repeated API checking
Push Model Automatic event delivery
Pull Model Client requests data
JSON Payload Structured webhook data
HTTPS/TLS Secure webhook transport
Event-Driven Trigger-based workflow

websockets

WebSockets Study Guide

What is a WebSocket?

A WebSocket is:

a persistent real-time communication connection between two systems.

Unlike normal REST APIs:

Simple Explanation

REST API

Client asks for information repeatedly.

Example:

"Any new messages?"
"Any new messages?"
"Any new messages?"

WebSocket

Connection stays open continuously.

Server pushes updates instantly:

"New message received"

without client repeatedly asking.

Why WebSockets Exist

WebSockets enable:

real-time communication

Examples:

Common WebSocket Use Cases

Use Case Example
Live Chat Customer-agent messaging
Agent Presence Agent online/offline updates
Notifications Real-time alerts
Voice/Video Apps Session signaling
Monitoring Dashboards Live metrics
Collaboration Tools Real-time updates

How WebSockets Work

Step 1 — Client Connects

Example:

Browser → WebSocket Server

Step 2 — Connection Upgraded

Initial connection starts using HTTP/HTTPS.

Then upgraded to:

WebSocket protocol

Step 3 — Persistent Connection Established

Connection remains:

continuously open

Both sides can send data anytime.

WebSocket Communication Flow

Client ↔ WebSocket Server

Bidirectional communication.

REST API vs WebSocket

REST API WebSocket
Request/response Persistent connection
Stateless Stateful
Client initiates requests Both sides send data
Polling often required Real-time updates
Short-lived connection Long-lived connection

Simple Analogy

REST API

Like sending emails:

WebSocket

Like phone call:

Example WebSocket Flow

Customer sends message
      ↓
Agent instantly receives message
      ↓
Agent replies immediately
      ↓
Customer sees reply in real time

No repeated API polling needed.

WebSocket URLs

Instead of:

https://

WebSockets use:

ws://

Secure WebSockets:

wss://

Secure WebSockets

WSS = WebSocket Secure

Equivalent of:

HTTPS for WebSockets

Uses:

VERY important in:

Why WebSockets Matter In Glia

Glia heavily relies on:

WebSockets are commonly used for:

WebSockets vs Webhooks

WebSocket Webhook
Persistent connection One-time event notification
Real-time bidirectional Event-based push
Both sides communicate Source system pushes
Continuous session Stateless notification

WebSockets vs REST APIs

REST API WebSocket
Request/response Continuous communication
Polling required for updates Instant updates
Better for CRUD operations Better for real-time apps

CRUD:

Common WebSocket Troubleshooting

Problem 1 — Connection Fails

Possible causes:

Problem 2 — Connection Drops

Possible causes:

Problem 3 — TLS/WSS Failure

Symptoms:

Check:

Problem 4 — Authentication Failure

Some WebSockets require:

Result: connection rejected.

Problem 5 — High Latency

Symptoms:

Possible causes:

WebSocket Troubleshooting Flow

Step 1 — Validate Endpoint

Check:

ws://

or:

wss://

Step 2 — Validate Connectivity

Check:

Step 3 — Validate Authentication

Check:

Step 4 — Validate TLS/WSS

Check:

Step 5 — Review Logs

Check:

Common Interview Questions

“What is a WebSocket?”

Good Answer:

“A WebSocket is a persistent bidirectional communication protocol that enables real-time data exchange between systems over a continuously open connection.”

“Difference between REST API and WebSocket?”

Good Answer:

“REST APIs use a request/response model with short-lived connections, while WebSockets maintain a persistent connection that supports real-time bidirectional communication.”

“Why use WebSockets?”

Good Answer:

“WebSockets are ideal for real-time applications such as live chat, notifications, voice signaling, and agent presence updates because they eliminate the need for continuous polling.”

“Difference between WebSocket and webhook?”

Good Answer:

“WebSockets maintain a persistent real-time communication session, while webhooks are one-time event notifications triggered when specific events occur.”

“How would you troubleshoot WebSocket issues?”

Good Answer:

“I would validate endpoint connectivity, verify firewall and proxy access, confirm authentication and TLS configuration, review handshake and disconnect logs, and isolate any network or session timeout issues.”

Important Security Concepts

Secure WebSockets should use:

WSS (WebSocket Secure)

This provides:

Easy Memory Trick

REST API = Request/Response

Webhook = Event Notification

WebSocket = Live Continuous Conversation

Important Terms To Know

Term Meaning
WebSocket Persistent real-time connection
WSS Secure WebSocket
Bidirectional Both sides communicate
Persistent Connection Connection remains open
Polling Repeated API requests
Real-Time Instant communication
Handshake Initial connection setup
Stateful Maintains session state

CRM

CRM Integrations Study Guide

What is CRM?

CRM stands for:

Customer Relationship Management

A CRM stores customer information and interaction history.

Common CRMs:

Why CRM Integrations Matter

CRM integrations allow platforms like Glia to share customer data with business systems.

Example:

Glia ↔ CRM ↔ Banking System

This helps agents see:

Common CRM Integration Use Cases

Use Case Description
Customer lookup Find customer details when interaction starts
Screen pop Automatically open customer record for agent
Ticket creation Create case after chat/call
Interaction logging Save chat/call history in CRM
Status updates Update ticket or customer journey status
Routing logic Route customer based on CRM data
Authentication context Use logged-in user info to identify customer

Basic CRM Integration Flow

Customer starts chat
      ↓
Glia receives customer ID
      ↓
Glia calls CRM API
      ↓
CRM returns customer data
      ↓
Agent sees customer profile

Example CRM API Request

GET /api/customers/12345
Authorization: Bearer token
Content-Type: application/json

Purpose:

Retrieve customer profile from CRM.

Example CRM API Response

{
  "customerId": "12345",
  "name": "Cesar Gonzalez",
  "status": "premium",
  "openCases": 2
}

Common Integration Patterns

Pattern Description
API integration Systems exchange data using REST APIs
Webhooks CRM receives event notifications
Embedded widget Glia embedded inside CRM
Screen pop Customer record opens automatically
Data sync Customer data synchronized between systems
SSO Users authenticate once across systems

CRM Integration With Webhooks

Example:

Chat completed
      ↓
Webhook sent to CRM
      ↓
CRM creates case summary

Webhook payload:

{
  "event": "chat_completed",
  "customerId": "12345",
  "agent": "agent01",
  "summary": "Customer asked about loan status"
}

CRM Integration With Screen Pop

Screen pop means:

automatically opening the customer record for the agent

Example:

Incoming interaction → CRM opens customer profile

This improves:

CRM Integration With Routing

CRM data can influence routing.

Example:

Customer status = VIP
      ↓
Route to priority queue

Other routing examples:

Common CRM Integration Problems

Problem Likely Cause
Customer not found Wrong customer ID or CRM record missing
Screen pop not working Bad URL mapping or missing customer field
Ticket not created API failure, bad payload, permissions issue
Data not syncing Webhook failure or field mapping issue
401 Unauthorized Invalid or expired token
403 Forbidden Missing CRM permissions
400 Bad Request Invalid JSON or missing required fields
Slow response CRM latency or network issue

CRM Integration Troubleshooting Flow

Step 1 — Understand the Expected Flow

Ask:

What should happen?
What actually happened?
Where does the flow fail?

Example:

Expected: Chat ends → CRM ticket created
Actual: Chat ends → No ticket appears

Step 2 — Identify the Integration Type

Check whether the issue involves:

Step 3 — Check Authentication

Validate:

Common errors:

Step 4 — Validate API Request

Check:

Example:

POST /api/cases
Authorization: Bearer token
Content-Type: application/json

Step 5 — Validate Field Mapping

Field mapping means matching data between systems.

Example:

Glia Field CRM Field
customerId Contact ID
email Email
interactionId Case Reference
agentName Owner
transcript Case Notes

Common issue:

Glia sends customerId, but CRM expects contactId

Step 6 — Review Logs

Check:

Step 7 — Validate Network

Check:

Step 8 — Test With Known Good Data

Use a test customer record.

Example:

Customer ID 12345 exists in CRM

Then validate:

Step 9 — Escalate With Evidence

Before escalating, collect:

Common Troubleshooting Scenarios

Scenario 1 — CRM Customer Lookup Fails

Possible causes:

Troubleshooting:

Scenario 2 — Ticket Creation Fails

Possible causes:

Troubleshooting:

Scenario 3 — Screen Pop Not Opening

Possible causes:

Troubleshooting:

Scenario 4 — Webhook Not Updating CRM

Possible causes:

Troubleshooting:

Scenario 5 — Slow CRM Response

Possible causes:

Troubleshooting:

Good Interview Answer

“How would you troubleshoot a CRM integration issue?”

“I would first confirm the expected workflow and identify where the failure occurs, whether it is API, webhook, SSO, screen pop, or data sync related. Then I would validate authentication, request payloads, field mapping, response codes, logs, network connectivity, and test with known good records before escalating with clear evidence.”

Key Terms To Know

Term Meaning
CRM Customer relationship management system
Screen pop Auto-open customer record
Field mapping Matching fields between systems
API integration Systems exchanging data through APIs
Webhook Event notification to another system
SSO Single sign-on
Data sync Keeping systems updated
Correlation ID Tracking ID for troubleshooting
Rate limit Maximum allowed API calls
Middleware System between two applications

Easy Memory Trick

CRM integration = customer context + automation

It helps agents know:

Who is the customer?
What happened before?
What should happen next?

Api Troubleshooting

Deep API Troubleshooting Guide

Goal

API troubleshooting is about finding where the failure is happening:

Client/App → Network → API Gateway → Authentication → Backend Service → Database/External System

A good implementation engineer isolates the layer before escalating.

1. Start With 4 Basic Questions

Question Why It Matters
What is expected to happen? Defines success
What actually happens? Defines the failure
Is it reproducible? Separates one-time issue from systemic issue
Who is affected? Helps identify scope

Example:

Expected: CRM ticket is created after chat ends.
Actual: Chat ends, but no CRM ticket appears.
Scope: One customer environment, all agents.

2. Identify the API Direction

Direction Meaning Example
Inbound API Customer system calls platform API CRM calls Glia API
Outbound API Platform calls customer system Glia calls CRM API
Webhook Event notification sent automatically Chat ended → CRM ticket
Callback Response sent after async process Payment status update

This matters because it tells you which side to check first.

3. Check the HTTP Method

Method Troubleshooting Focus
GET Is the resource ID correct?
POST Is the payload valid?
PUT Are all required fields included?
PATCH Are updated fields allowed?
DELETE Does the user/token have delete permission?

Example issue:

GET /api/create-ticket

But the API expects:

POST /api/create-ticket

Likely result:

405 Method Not Allowed

4. Check the Endpoint

Validate:

Base URL
API version
Path
Resource ID
Query parameters
Environment

Example:

https://api.vendor.com/v1/customers/12345

Common mistakes:

Problem Example
Wrong environment Using sandbox instead of production
Wrong API version /v1/ instead of /v2/
Typo in endpoint /costumers/ instead of /customers/
Missing resource ID /customers/ instead of /customers/12345

5. Check Headers

Important headers:

Header Purpose
Authorization Sends bearer token/API key
Content-Type Format of request body
Accept Format expected in response
x-api-key API key authentication
Correlation-ID Request tracking

Example:

Authorization: Bearer eyJhbGc...
Content-Type: application/json
Accept: application/json

Common issue:

Content-Type missing

API may not understand the JSON body.

6. Check Authentication

Most API failures happen here.

Error Meaning Common Cause
401 Not authenticated Missing/expired/invalid token
403 Authenticated but blocked Missing permission/scope/role

401 Checklist

Check:

Is Authorization header present?
Is token expired?
Is token copied correctly?
Is token for the right environment?
Was token revoked?

403 Checklist

Check:

Does token have correct scope?
Does user/app have permission?
Is IP allowlisting required?
Is this endpoint restricted?

7. Check OAuth Scope

Scopes define what the token can do.

Example:

read:customers
write:tickets
admin

If token only has:

read:customers

but you call:

POST /api/tickets

You may get:

403 Forbidden

8. Check the JSON Payload

For POST/PUT/PATCH, inspect payload carefully.

Example:

{
  "customerId": "12345",
  "channel": "chat",
  "authenticated": true
}

Validate:

Item Example Problem
Syntax Missing comma
Required fields Missing customerId
Data type "true" instead of true
Field name customerID instead of customerId
Nesting Object expected, string sent
Array format Single value sent instead of list

9. Understand Status Codes by Category

Code Range Meaning
2xx Success
3xx Redirect
4xx Client/request issue
5xx Server/backend issue

Important Codes

Code Meaning First Place To Look
200 Success Validate response body
201 Created Confirm resource ID returned
204 No Content Success, but no body
400 Bad Request Payload/parameters
401 Unauthorized Authentication
403 Forbidden Permissions/scopes
404 Not Found Endpoint/resource
405 Method Not Allowed HTTP method
408 Timeout Network/backend delay
409 Conflict Duplicate/existing resource
415 Unsupported Media Type Content-Type
422 Validation error Field validation
429 Rate limit Too many requests
500 Server error Backend logs
502 Bad gateway Proxy/upstream
503 Unavailable Outage/maintenance
504 Gateway timeout Backend too slow

10. Troubleshooting by Error Code

400 Bad Request

Likely:

Invalid payload, missing fields, wrong query parameter

Check:

JSON syntax
Required fields
Field names
Data types
API documentation

401 Unauthorized

Likely:

Authentication failed

Check:

Token present
Token expired
Correct auth method
Correct environment

403 Forbidden

Likely:

Permission issue

Check:

User role
OAuth scopes
API permissions
IP allowlist

404 Not Found

Likely:

Wrong endpoint or resource does not exist

Check:

URL path
API version
Resource ID
Environment

409 Conflict

Likely:

Duplicate or conflicting resource

Example:

Trying to create a user that already exists

415 Unsupported Media Type

Likely:

Wrong or missing Content-Type

Check:

Content-Type: application/json

422 Validation Error

Likely:

Payload is valid JSON but fails business rules

Example:

Phone number format invalid
Required field has invalid value

429 Too Many Requests

Likely:

Rate limit exceeded

Check:

Retry-After header
API rate limits
Looping automation
Retry logic

500 Internal Server Error

Likely:

Backend application error

Action:

Collect request ID, timestamp, payload sample, and escalate

502 / 503 / 504

Likely:

Gateway, service availability, or timeout issue

Check:

Load balancer
API gateway
Backend health
Maintenance window
Network latency

11. Network Layer Checks

APIs depend on network reachability.

Check:

DNS resolution
Firewall
Proxy
Port 443
TLS certificate
IP allowlisting
VPN/private connectivity

Common symptoms:

Symptom Possible Cause
Timeout Firewall, proxy, backend delay
TLS error Certificate or TLS mismatch
DNS failure Wrong hostname
Connection refused Service down or port blocked

12. TLS / Certificate Checks

For HTTPS APIs, validate:

Certificate not expired
Hostname matches certificate
Certificate chain trusted
TLS 1.2 or 1.3 supported

Common failures:

certificate expired
self-signed certificate
hostname mismatch
TLS handshake failed

13. Rate Limiting

Rate limiting protects APIs from overload.

Common response:

429 Too Many Requests

Check headers:

Retry-After: 60

Troubleshooting:

Reduce request frequency
Add backoff/retry logic
Check if automation is looping
Review API quota

14. Timeouts

Timeouts can occur at multiple layers:

Client timeout
API gateway timeout
Load balancer timeout
Backend service timeout
Database timeout

Ask:

How long before failure?
Does it fail always or intermittently?
Is payload large?
Is backend dependency slow?

15. Correlation IDs

A correlation ID tracks one request across systems.

Example:

X-Correlation-ID: abc-123

Use it to trace:

API Gateway → Auth Service → Backend Service → Database

For escalation, always include:

correlation ID
timestamp
endpoint
HTTP method
response code

16. Logs To Review

Log Type What It Shows
API Gateway logs Request entry, routing, response code
Auth logs OAuth/token failures
Application logs Backend errors
Webhook logs Delivery attempts
Load balancer logs Upstream health/timeouts
Firewall/proxy logs Blocked connections
CRM logs Customer/ticket integration failures

17. Good Troubleshooting Workflow

1. Confirm expected behavior
2. Reproduce issue
3. Identify endpoint + method
4. Check response code
5. Validate auth
6. Validate headers
7. Validate payload
8. Validate network/TLS
9. Check logs/correlation ID
10. Isolate failed layer
11. Escalate with evidence

18. Example Scenario

Issue

Chat ends but CRM ticket is not created.

Expected Flow

Chat completed → Webhook sent → CRM API creates ticket

Troubleshooting

Check:

Was chat_completed event generated?
Was webhook sent?
Did CRM receive webhook?
What HTTP response did CRM return?
Was token valid?
Was JSON payload accepted?
Was ticket required field missing?

Possible findings:

Finding Meaning
No event generated Platform workflow issue
Webhook sent, no response CRM endpoint/network issue
401 from CRM Auth/token issue
400 from CRM Payload/field mapping issue
500 from CRM CRM backend issue

19. Another Scenario

Issue

Customer lookup fails during chat start.

Expected Flow

Customer enters → API calls CRM → CRM returns profile

Check:

Customer ID passed correctly?
CRM endpoint correct?
Token valid?
Customer exists?
Field mapping correct?
CRM API response code?

Likely outcomes:

Response Likely Issue
401 Token expired
403 Missing CRM permission
404 Customer not found
400 Bad customerId format
500 CRM backend failure

20. What To Say In Interview

API Troubleshooting Answer

“I start by confirming the expected workflow and reproducing the issue. Then I identify the API endpoint, HTTP method, response code, headers, authentication method, and payload. Based on the response code, I isolate whether the issue is authentication, permissions, request formatting, endpoint, networking, or backend related. I also check logs, timestamps, and correlation IDs before escalating with clear evidence.”

21. Implementation Engineer Mindset

Do not just say:

The API failed.

Say:

The POST request to the CRM ticket endpoint is returning 400 because the payload is missing the required caseType field.

That shows strong technical ownership.