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Customer Support Integration

The Entrupy Android SDK provides built-in customer support features through its UI components. Support interactions — including flagging, structured communications, and retake workflows — are managed internally by the SDK via the Detail View Controller.

Overview​

The SDK's support model works as follows:

  • Flag management is handled through the Detail View UI. Users can flag results for review and see flag status updates directly in the SDK's built-in screens.
  • Structured communications (support messages) are managed through the Detail View's per-item support interface.
  • Retake requests are initiated through the SDK when Entrupy's review team determines additional images are needed.

1. Detail View as the Support Hub​

The Detail View Controller is the primary interface for item-specific support. Launch it with displayDetailViewForItem():

import com.entrupy.sdk.app.EntrupyApp

fun showSupportForItem(entrupyId: String) {
    val entrupyApp = EntrupyApp.sharedInstance()
    if (entrupyApp.isAuthorizationValid()) {
        entrupyApp.displayDetailViewForItem(entrupyId)
    } else {
        Log.e("Support", "User not authorized. Please log in again.")
    }
}

Within the Detail View, users can:

  • View the authentication result and status.
  • Flag a result for review (if eligible).
  • Access item-specific support communication.
  • Initiate retakes when requested by Entrupy.

2. Flag Status in Authentication Data​

Flag status is available through the AuthenticationItem data model, accessible through the Detail View. The FlagStatusId enum provides the possible states:

import com.entrupy.core.partner.data.model.FlagStatusId

// FlagStatusId.FLAGGED   — result flagged for review
// FlagStatusId.RESOLVED  — flag resolved by Entrupy support

3. Backend Notifications via Webhooks​

For server-side tracking of flag status changes and support interactions, configure webhooks on your backend:

  • Flag status changes: Receive notifications when flags are set, resolved, or updated.
  • Result updates: Get notified when authentication results change after a review.
  • Retake requests: Learn when Entrupy determines additional images are needed.

Refer to Essential Backend Integration Tasks for webhook setup.

4. Retake Capture​

When Entrupy's support team requests additional images, you can launch the retake capture flow:

import com.entrupy.sdk.app.EntrupyApp

fun handleRetakeRequest(authenticationId: String) {
    EntrupyApp.sharedInstance().startRetakeCapture(authenticationId)
}

See the Retake Flow UI guide for details.

Best Practices​

  • Guide users to the Detail View for support. The SDK's built-in UI provides a maintained, consistent support experience.
  • Monitor support events via webhooks. Configure your backend to receive flag and result update notifications.
  • Perform UI updates on the main thread. If handling webhook-driven updates in your app, dispatch UI changes accordingly.

Next Steps​