curl --request POST \
--url https://app.gtm-api.com/id/v4/api/support-requests \
--header 'Authorization: Bearer <token>' \
--header 'Content-Type: application/json' \
--header 'Team-SID: <api-key>' \
--data '
{
"subject": "<string>",
"body": "<string>",
"copilot_session_sid": "<string>"
}
'import requests
url = "https://app.gtm-api.com/id/v4/api/support-requests"
payload = {
"subject": "<string>",
"body": "<string>",
"copilot_session_sid": "<string>"
}
headers = {
"Authorization": "Bearer <token>",
"Team-SID": "<api-key>",
"Content-Type": "application/json"
}
response = requests.post(url, json=payload, headers=headers)
print(response.text)const options = {
method: 'POST',
headers: {
Authorization: 'Bearer <token>',
'Team-SID': '<api-key>',
'Content-Type': 'application/json'
},
body: JSON.stringify({
subject: '<string>',
body: JSON.stringify('<string>'),
copilot_session_sid: '<string>'
})
};
fetch('https://app.gtm-api.com/id/v4/api/support-requests', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));<?php
$curl = curl_init();
curl_setopt_array($curl, [
CURLOPT_URL => "https://app.gtm-api.com/id/v4/api/support-requests",
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => "",
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 30,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => "POST",
CURLOPT_POSTFIELDS => json_encode([
'subject' => '<string>',
'body' => '<string>',
'copilot_session_sid' => '<string>'
]),
CURLOPT_HTTPHEADER => [
"Authorization: Bearer <token>",
"Content-Type: application/json",
"Team-SID: <api-key>"
],
]);
$response = curl_exec($curl);
$err = curl_error($curl);
curl_close($curl);
if ($err) {
echo "cURL Error #:" . $err;
} else {
echo $response;
}package main
import (
"fmt"
"strings"
"net/http"
"io"
)
func main() {
url := "https://app.gtm-api.com/id/v4/api/support-requests"
payload := strings.NewReader("{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}")
req, _ := http.NewRequest("POST", url, payload)
req.Header.Add("Authorization", "Bearer <token>")
req.Header.Add("Team-SID", "<api-key>")
req.Header.Add("Content-Type", "application/json")
res, _ := http.DefaultClient.Do(req)
defer res.Body.Close()
body, _ := io.ReadAll(res.Body)
fmt.Println(string(body))
}HttpResponse<String> response = Unirest.post("https://app.gtm-api.com/id/v4/api/support-requests")
.header("Authorization", "Bearer <token>")
.header("Team-SID", "<api-key>")
.header("Content-Type", "application/json")
.body("{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}")
.asString();require 'uri'
require 'net/http'
url = URI("https://app.gtm-api.com/id/v4/api/support-requests")
http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true
request = Net::HTTP::Post.new(url)
request["Authorization"] = 'Bearer <token>'
request["Team-SID"] = '<api-key>'
request["Content-Type"] = 'application/json'
request.body = "{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}"
response = http.request(request)
puts response.read_body{
"success": true,
"operation": "create",
"item": {
"sid": "<string>",
"team_sid": "<string>",
"user_sid": "<string>",
"contact_email": "<string>",
"source": "copilot",
"reason": "user_requested",
"subject": "<string>",
"copilot_session_sid": "<string>",
"status": "received",
"intercom_ticket_id": "<string>",
"handed_off_at": "<string>",
"last_error": "<string>",
"created_by": {
"actor_type": "user",
"actor_sid": "<string>",
"team_sid": "<string>",
"permissions": {},
"reason": "<string>"
},
"created_at": "<string>",
"updated_at": "<string>",
"body": "<string>"
},
"already_exists": true,
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}{
"success": false,
"error": {
"code": "validation_failed",
"message": "<string>",
"recoverable": true,
"suggestion": "<string>",
"field_errors": {},
"blockers": [
{
"type": "<string>",
"severity": "hard",
"description": "<string>",
"entity_sid": "<string>",
"resolution": "<string>",
"resolution_hint": "<string>",
"count": 123
}
],
"context": {}
},
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}{
"success": false,
"error": {
"code": "validation_failed",
"message": "<string>",
"recoverable": true,
"suggestion": "<string>",
"field_errors": {},
"blockers": [
{
"type": "<string>",
"severity": "hard",
"description": "<string>",
"entity_sid": "<string>",
"resolution": "<string>",
"resolution_hint": "<string>",
"count": 123
}
],
"context": {}
},
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}Escalate to a human
Hand the current issue to the human support team. Records a durable support request and opens a ticket in the support inbox; the team replies to the user’s account email. Use when the user explicitly asks for a human, or when you are confident you cannot resolve the issue (missing capability, repeated failed attempts), and only AFTER giving your best available answer. The response item’s status says what happened: handed_off (in the support inbox), received (recorded; delivery pending configuration), handoff_failed (recorded; delivery will be re-driven by ops; do not tell the user it failed, the record exists either way). Compose body so the team can act WITHOUT the chat transcript: the user’s ask in their own words, the concrete entities involved (sids/names), and what was already checked or tried. Retry-safe: the same subject from the same copilot session within 15 minutes returns the existing request (already_exists:true).
Contract:
- MCP tool
escalate_to_human, registry packagemcp.id/support_requests, mountid.platform. - Operation
create, response envelopecreate. - Flags: none.
curl --request POST \
--url https://app.gtm-api.com/id/v4/api/support-requests \
--header 'Authorization: Bearer <token>' \
--header 'Content-Type: application/json' \
--header 'Team-SID: <api-key>' \
--data '
{
"subject": "<string>",
"body": "<string>",
"copilot_session_sid": "<string>"
}
'import requests
url = "https://app.gtm-api.com/id/v4/api/support-requests"
payload = {
"subject": "<string>",
"body": "<string>",
"copilot_session_sid": "<string>"
}
headers = {
"Authorization": "Bearer <token>",
"Team-SID": "<api-key>",
"Content-Type": "application/json"
}
response = requests.post(url, json=payload, headers=headers)
print(response.text)const options = {
method: 'POST',
headers: {
Authorization: 'Bearer <token>',
'Team-SID': '<api-key>',
'Content-Type': 'application/json'
},
body: JSON.stringify({
subject: '<string>',
body: JSON.stringify('<string>'),
copilot_session_sid: '<string>'
})
};
fetch('https://app.gtm-api.com/id/v4/api/support-requests', options)
.then(res => res.json())
.then(res => console.log(res))
.catch(err => console.error(err));<?php
$curl = curl_init();
curl_setopt_array($curl, [
CURLOPT_URL => "https://app.gtm-api.com/id/v4/api/support-requests",
CURLOPT_RETURNTRANSFER => true,
CURLOPT_ENCODING => "",
CURLOPT_MAXREDIRS => 10,
CURLOPT_TIMEOUT => 30,
CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
CURLOPT_CUSTOMREQUEST => "POST",
CURLOPT_POSTFIELDS => json_encode([
'subject' => '<string>',
'body' => '<string>',
'copilot_session_sid' => '<string>'
]),
CURLOPT_HTTPHEADER => [
"Authorization: Bearer <token>",
"Content-Type: application/json",
"Team-SID: <api-key>"
],
]);
$response = curl_exec($curl);
$err = curl_error($curl);
curl_close($curl);
if ($err) {
echo "cURL Error #:" . $err;
} else {
echo $response;
}package main
import (
"fmt"
"strings"
"net/http"
"io"
)
func main() {
url := "https://app.gtm-api.com/id/v4/api/support-requests"
payload := strings.NewReader("{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}")
req, _ := http.NewRequest("POST", url, payload)
req.Header.Add("Authorization", "Bearer <token>")
req.Header.Add("Team-SID", "<api-key>")
req.Header.Add("Content-Type", "application/json")
res, _ := http.DefaultClient.Do(req)
defer res.Body.Close()
body, _ := io.ReadAll(res.Body)
fmt.Println(string(body))
}HttpResponse<String> response = Unirest.post("https://app.gtm-api.com/id/v4/api/support-requests")
.header("Authorization", "Bearer <token>")
.header("Team-SID", "<api-key>")
.header("Content-Type", "application/json")
.body("{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}")
.asString();require 'uri'
require 'net/http'
url = URI("https://app.gtm-api.com/id/v4/api/support-requests")
http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true
request = Net::HTTP::Post.new(url)
request["Authorization"] = 'Bearer <token>'
request["Team-SID"] = '<api-key>'
request["Content-Type"] = 'application/json'
request.body = "{\n \"subject\": \"<string>\",\n \"body\": \"<string>\",\n \"copilot_session_sid\": \"<string>\"\n}"
response = http.request(request)
puts response.read_body{
"success": true,
"operation": "create",
"item": {
"sid": "<string>",
"team_sid": "<string>",
"user_sid": "<string>",
"contact_email": "<string>",
"source": "copilot",
"reason": "user_requested",
"subject": "<string>",
"copilot_session_sid": "<string>",
"status": "received",
"intercom_ticket_id": "<string>",
"handed_off_at": "<string>",
"last_error": "<string>",
"created_by": {
"actor_type": "user",
"actor_sid": "<string>",
"team_sid": "<string>",
"permissions": {},
"reason": "<string>"
},
"created_at": "<string>",
"updated_at": "<string>",
"body": "<string>"
},
"already_exists": true,
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}{
"success": false,
"error": {
"code": "validation_failed",
"message": "<string>",
"recoverable": true,
"suggestion": "<string>",
"field_errors": {},
"blockers": [
{
"type": "<string>",
"severity": "hard",
"description": "<string>",
"entity_sid": "<string>",
"resolution": "<string>",
"resolution_hint": "<string>",
"count": 123
}
],
"context": {}
},
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}{
"success": false,
"error": {
"code": "validation_failed",
"message": "<string>",
"recoverable": true,
"suggestion": "<string>",
"field_errors": {},
"blockers": [
{
"type": "<string>",
"severity": "hard",
"description": "<string>",
"entity_sid": "<string>",
"resolution": "<string>",
"resolution_hint": "<string>",
"count": 123
}
],
"context": {}
},
"meta": {
"trace_id": "<string>",
"span_id": "<string>",
"timestamp": "<string>",
"duration_ms": 1,
"debug_url": "<string>"
}
}Authorizations
Access token issued by gtm.service.id. Its access_identity claim carries team_sid, actor_sid and actor_type, and that team scope is authoritative.
Team scope for tokens that do not carry one. Ignored when the token already names a team.
Body
Request body of escalate_to_human.
One-line issue title, in the user's language.
3 - 255The escalation the team will read: user's ask in their words + entities involved + what was tried. User's language for their words; English for the context block.
10 - 16000Default user_requested. Use copilot_unable when escalating on your own judgment.
user_requested, copilot_unable, other The current copilot session sid; pass it when escalating from a session (enables retry-dedup).
18^cp_ss_