Contents
- Introduction
- API Methods
- General Information
- Check Availability
- Expected Parameters
- Request Chat
- Request SMS Chat Session
- Get Active Chat
- Send Events
- Get Chat History
- Get New Chat Events
- Upload File
- Get File
- Get Agent Profile Photo
- API Events
- Client Events
- 1 Server Events
- 1.1 Chat Session Status
- 1.2 Chat Session Ended
- 1.3 Chat Session Party Joined
- 1.4 Chat Session Party Left
- 1.5 Chat Session Message
- 1.6 Chat Session Location
- 1.7 Chat Session File
- 1.8 Chat Session Typing
- 1.9 Chat Session Not Typing
- 1.10 Chat Session Form Show
- 1.11 Chat Session Secure Form Cancel
- 1.12 Chat Session Secure Form Show
- 1.13 Chat Session Timeout Warning
- 1.14 Chat Session Inactivity Timeout
- 1.15 Chat Session Signaling
- Signaling Message Types
Server Events
Chat Session Status
Chat Session Status updates the current state of the chat session. If the state is failed, the client application shall assume that the chat session no longer exists.
Format
| {
“event”: “chat_session_status”, “state”: “queued|connecting|connected|failed|completed”, “ewt”: “estimated waiting time for queued status” } |
Chat Session Ended
Chat Session Ended indicates a normal termination of the chat session (e.g., when the chat session is closed by the agent). The client application shall assume that the chat session no longer exists.
Format
| {
“event”: “chat_session_ended” } |
Chat Session Party Joined
Chat Session Party Joined indicates that a new party (a new agent) has joined the chat session. The party_id is a unique identifier of the chat session on the server side. A separate identifier is generated for each party (agent) that handles this chat session.
Format
| {
“event”: “chat_session_party_joined”, “party_id”: “<party id>”, “first_name”: “<party first name>”, “last_name”: “<party last name>”, “display_name”: “<party display name>”, “type”: “<scenario|external|internal>”, “timestamp”: “<UTC timestamp in milliseconds>” } |
Chat Session Party Left
Chat Session Party Left indicates that one of the existing parties (an agent) has left the chat session. The party_id is a unique identifier of the chat session on the server side. A separate identifier is generated for each party (agent) that handles this chat session.
Format
| {
“event”: “chat_session_party_left”, “party_id”: “<party id>”, “timestamp”: “<UTC timestamp in milliseconds >” } |
Chat Session Message
Chat Session Message contains a new chat message.
The msg_id parameter is a unique identifier of the message.
The partyId is a unique identifier of the party that sends this message.
A separate identifier is generated for each party (agent) that handles this chat session.
Format
| {
“event”: “chat_session_message”, “party_id”: “<party id>”, “msg_id”: “<message id>”, “msg”: “<chat message>”, “timestamp”: “<UTC timestamp in milliseconds >” } |
Chat Session Location
Chat Session Location is sent from the server with the geographic location.
The partyId is a unique identifier of the party that sends this message.
The msg_id parameter is a unique identifier of the message.
The url is an optional identifier that provides the map URL location of the chat session.
The latitude and longitude are optional identifiers that provide the angular distance north or south of the chat session from the earth's equator.
Format
| {
“event”: “chat_session_location”, “party_id”: “<party id>”, “msg_id”: “<message id>”, “url”: “<map url (optional)>”, “latitude”: “<latitude> (optional)”, “longitude”: “<longitude (optional)>” } |
Chat Session File
Chat Session File provides notification that a file is being sent to the client--the client can use file_id to download the file.
The msg_id parameter is a unique identifier of the corresponding message.
The partyId is a unique identifier of the party that sends this message.
Format
| {
“event”: “chat_session_file”, “party_id”: “<party id>”, “msg_id”: “<message id>”, “file_id”: “<file id>”, “file_type”: “<image|attachment>”, “timestamp”: “<event time in Unix format>” } |
Chat Session Typing
Chat Session Typing is sent when the agent starts typing. The party_id is a unique identifier of the chat session on the server side. A separate identifier is generated for each party (agent) that handles this chat session.
Format
| {
“event”: “chat_session_typing”, “party_id”: “<party id>” } |
Chat Session Not Typing
Chat Session Not Typing is sent when the agent stops typing. The party_id is a unique identifier of the chat session on the server side. A separate identifier is generated for each party (agent) that handles this chat session.
Format
| {
“event”: “chat_session_not_typing”, “party_id”: “<party id>” } |
Chat Session Form Show
Chat Session Form Show is sent to the request user’s input from the client application to be entered via a predefined form. The client application is normally supposed to display the specified form to the user and send back the entered data via event Chat Session Form Data.
Format
| {
“event”: “chat_session_form_show”, “form_request_id”: “<request ID that will be used by the client application to associate the response >”, “form_name”: “<predefined form name known to the client application>” “form_timeout”: “form timeout” } |
Chat Session Secure Form Cancel
Chat Session Secure Form Cancel is sent from or to the server to notify that the secure form was canceled.
Format
| {
“event”: “chat_session_secure_form_cancel”, “form_request_id”: “<GUID from show request>” } |
Chat Session Secure Form Show
Chat Session Secure Form Show message is sent from the server to ask the client to show the secure form.
Format
| {
'“event”: “chat_session_secure_form_show”, “form_request_id”: “<GUID to be used for sending entered form data in response >” “form_id”: “<form id>” } |
Chat Session Timeout Warning
Chat Session Timeout Warning is sent to request that the specified text be displayed to the user of the client application. Typically, it is used to display an inactivity warning message.
Format
| {
“event”: “chat_session_timeout_warning”, “msg”: “<warning text>”, “timestamp”: “<UTC timestamp in milliseconds>” } |
Chat Session Inactivity Timeout
Chat Session Inactivity Timeout indicates the termination of the chat session due to the user’s inactivity and provides text to be displayed to the user. The client application shall assume that the chat session no longer exists.
Format
| {
“event”: “chat_session_inactvity_timeout”, “msg”: “<inactivity timeout text>”, “timestamp”: “<UTC timestamp in milliseconds>” } |
Chat Session Signaling
This is a container message for WebRTC signaling messages from server to client. These messages are not stored in the chat session history.
Format
| {
“event”: “chat_session_signaling”, “msg_id”: “<message id>”, “party_id”: “<party_id>”, “data”: “<signaling message>” } |