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RTM API Reference

Introduction

Versioning

This documentation describes the Agent Chat Real-Time Messaging API v3.3, which is a legacy versions. For production-ready applications, it's best to use to the current stable version. Read more about versioning...

Lifecycle headers

When opening a WebSocket connection, the API responses will contain one of two headers related to the API lifecycle: Legacy or Deprecation. These headers specify when the associated stage ends (in the YYYY-MM-DD format).

What is RTM API

Real-Time Messaging API (RTM API) is based on a websocket-like connection. Client can send a request message that results in getting a response message. It's also possible to get push messages.

When to use RTM API

If you're wondering which API to use - Agent Chat RTM API or Web API, keep on reading.

Real-Time Messaging API allows for building stateful integrations that require logging in and maintaining the connection. Since connection maintenance is required, the implementation might be more challenging than with Web API.

Agent Chat RTM API enables communication in real time. It supports pushes like sneak peek, typing indicator, and other. Web API doesn’t have equivalent webhooks, which means you won't be informed about certain events using Web API.

Also, the RTM API will be a better choice if you want to avoid time delays or presume significant traffic. Not what you're looking for? Perhaps, you need to use Agent Chat Web API instead.

Access

The basics on authorization, server pinging, and scopes in the Agent Chat RTM API.

Authorization

Agent authorization is handled with access tokens. Find out how to get an access token from Agent authorization flows. You need to authorize within 30 seconds from establishing the connection. Otherwise, the connection will be closed. Given that the connection is continuosly maintained, you only need to authorize once.

Server pinging

After successful authorization, the client needs to ping the server every 15 seconds. Otherwise, the connection will be closed after about 30 seconds of inactivity. Until authorization is completed, ping is a no-op.

Use one of these 2 ways of pinging the server:

  • Protocol message with the ping action

For web applications and backend integrations (e.g. in Python, Go). Send the following request every 15 seconds:

{
  "action": "ping",
  "payload": {}
}

After pinging the server, the client will receive a response with the ping action. Thanks to that, the client can make sure the connection is still alive.

  • The control frame ping in the websocket protocol

For backend integrations; unavailable in web browsers. Read more about the control frame ping.

Scopes

All authorization scopes are listed in the Scopes document. If a method requires particular authorization scopes, you'll find them included in the method description.

Data centers

LiveChat system operates in two data centers: dal (USA) and fra (Europe). The default data center is dal.

For backend applications, you can specify the region in the request header. The mechanism is the same as in Agent Chat Web API reference. It doesn't work for frontend applications, though. Instead, frontend apps connect to a region different than the default one by specifying the region suffix in the URL.

fra: wss://api-fra.livechatinc.com/v3.3/agent/rtm/ws

dal: wss://api.livechatinc.com/v3.3/agent/rtm/ws

Rate limits

To prevent sending a massive number of requests, there are rate limits for method calls. After exceeding those limits, the requester will get a Too many requests error in the response of a specific request. After some time, the request will be unblocked so it can be sent again.

Pagination

Pagination is a mechanism that allows splitting the database output into more manageable chunks of data. Based on the limit and sort order parameters, pagination is able to decide how many records will be returned at once and whether it should fetch the oldest or the latest data first.

Any filters that could be applied should be provided in first pagination request. In the response, you'll get the next_page_id and previous_page_id parameters. You should make the subsequent request using one of these parameters as page_id, depending on the direction of iteration: forward or backward.

The filters, limit, and sort_order parameters can't be provided along with page_id.

💡 The maximum duration of the page_id parameter before it expires is one month.

Data structures

To find sample payloads of events, users, and other common structures such as chats or threads visit the Data structures document.

Methods

The API endpoint
wss://api.livechatinc.com/v3.3/agent/rtm/ws

Available methods

Chatslist_chats list_threads get_chat list_archives start_chat resume_chat deactivate_chat follow_chat unfollow_chat
Chat accessgrant_chat_access revoke_chat_access transfer_chat
Chat usersadd_user_to_chat remove_user_from_chat
Eventssend_event send_rich_message_postback
Propertiesupdate_chat_properties delete_chat_properties update_thread_properties delete_thread_properties update_event_properties delete_event_properties
Thread tagstag_thread untag_thread
Customersget_customer list_customers create_customer update_customer ban_customer follow_customer unfollow_customer
Statuslogin change_push_notifications set_routing_status set_away_status logout list_routing_statuses
Othermark_events_as_seen send_typing_indicator multicast list_agents_for_transfer
GENERAL RTM API REQUEST FORMAT
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{
  "version": "<api_version>", // optional, defaults to the version of the RTM connection; versions lower than the version of the RTM connection are prohibited
  "request_id": "<request_id>", // optional
  "action": "<action>",
  "payload": {
  // optional
  },
  "author_id": "<author_id>" // optional, applies only to bots
}
GENERAL RTM API RESPONSE FORMAT
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{
  "request_id": "<request_id>", // optional
  "action": "<action>",
  "type": "response",
  "success": true,
  "payload": {
  // optional
  }
}

Chats

List Chats

It returns summaries of the chats an Agent has access to.

Specifics
Actionlist_chats
Required scopes *chats--all:ro chats--access:ro chats--my:ro
Web API equivalentlist_chats
Push message-
Request
ParameterRequiredTypeNotes
filtersNoobjectWhen paginating, filters provided in the first request are remembered and automatically used for the subsequent requests. Providing a new filters object will result in a validation error. To reset the filters, start paginating with a new set of filters.
filters.include_activeNoboolDefines if the returned chat summary includes active chats; default: true.
filters.include_chats_without_threadsNoboolDefines if the returned chat summary includes chats without any threads; default: true.
filters.group_idsNoarrayArray of group IDs. Max array size: 200
filters.properties.<namespace>.<name>.<filter_type>Noany
sort_orderNostringPossible values: asc - oldest chats first, desc - newest chats first (default)
limitNonumberDefault: 10, maximum: 100
page_idNostring

filter_type can take the following values:

  • exists (bool)
  • values (type[] - array with specific type for property: string, int, or bool)
  • exclude_values (type[] - array with specific type for property: string, int, or bool)

There's only one value allowed for a single property.

Response
FieldData typeNotes
chats_summaryarrayAn array of Chat summary data structures
next_page_idstringIn relation to page_id specified in the request. Appears in the response only when there's a next page.
previous_page_idstringIn relation to page_id specified in the request Appears in the response only when there's a previous page.
found_chatsnumberAn estimated number. The real number of found chats can slightly differ.
REQUEST
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{
  "action": "list_chats",
  "payload": {}
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "list_chats",
  "type": "response",
  "success": true,
  "payload": {
    "next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
    "chats_summary": [{
      "id": "PJ0MRSHTDG",
      "last_event_per_type": {
        "message": {
          "thread_id": "K600PKZON8",
          "thread_created_at": "2020-05-07T07:11:28.288340Z",
          "event": {
            "id": "Q298LUVPRH_1",
            "created_at": "2019-12-09T12:01:18.909000Z",
            "recipients": "all",
            "type": "message",
            "text": "hello world",
            "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
          }
        },
        "system_message": {
          "thread_id": "K600PKZON8",
          "thread_created_at": "2020-05-07T07:11:28.288340Z",
          "event": {
            // "System message" event
          }
        }
      },
      "users": [{
        // "Customer" user object
      }, {
        // "Agent" user object
      }],
      "last_thread_summary": {
        "id": "K600PKZON8",
        "created_at": "2020-05-07T07:11:28.288340Z",
        "user_ids": [
          "b7eff798-f8df-4364-8059-649c35c9ed0c",
          "smith@example.com"
        ],
        "properties": {
          // "Properties" object
        },
        "active": true,
        "access": {
          "group_ids": [0]
        }
      },
      "properties": {
        // "Properties" object
      },
      "access": {
        "group_ids": [0]
      },
      "is_followed": true
    }],
    "found_chats": 4
  }
}

List Threads

It returns threads that the current Agent has access to in a given chat.

Specifics
Actionlist_threads
Required scopeschats--all:ro chats--access:ro chats--my:ro
Web API equivalentlist_threads
Push message-
Request
ParameterRequiredData typeNotes
chat_idYesstring
sort_orderNostringPossible values: asc - oldest threads first and desc - newest threads first (default).
limitNonumberDefault: 3, maximum: 100
page_idNostring
min_events_countNonumberRange: 1-100; Specifies the minimum number of events to be returned in the response. It's the total number of events, so they can come from more than one thread. You'll get as many latest threads as needed to meet the min_events_count condition.
filtersNoobject
filters.fromNostringDate & time format compatible with RFC3339 with a resolution of microseconds, YYYY-MM-DDTHH:MM:SS.ssssss+HH:MM
filters.toNostringDate & time format compatible with RFC3339 with a resolution of microseconds, YYYY-MM-DDTHH:MM:SS.ssssss+HH:MM

You cannot use either limit and min_events_count or filters and min_events_count at the same time.

REQUEST
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{
  "action": "list_threads",
    "payload": {
      "chat_id": "PWJ8Y4THAV"
    }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "list_threads",
  "type": "response",
  "success": true,
  "payload": {
    "threads": [{
      "id": "K600PKZON8",
      "created_at": "2019-12-17T07:57:41.512000Z",
      "active": true,
      "user_ids": [
        "b7eff798-f8df-4364-8059-649c35c9ed0c",
        "smith@example.com"
      ],
      "events": [{
        "id": "Q20N9CKRX2_1",
        "created_at": "2019-12-17T07:57:41.512000Z",
        "recipients": "all",
        "type": "message",
        "text": "Hello",
        "author_id": "smith@example.com"
      }],
      "properties": {
        // "Property" object
      },
      "access": {
        "group_ids": [0]
      },
      "previous_thread_id": "K600PKZOM8", // optional
      "next_thread_id": "K600PKZOO8" // optional
    }],
    "found_threads": 42,
    "next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
    "previous_page_id": "MTUxNzM5ODEzMTQ5Nw==" // optional
  }
}

Get Chat

It returns a thread that the current Agent has access to in a given chat.

Specifics
Actionget_chat
Required scopeschats--all:ro chats--access:ro chats--my:ro
Web API equivalentget_chat
Push message-
Request
ParameterRequiredData typeNotes
chat_idYesstring
thread_idNostringDefault: the latest thread (if exists)
REQUEST
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{
  "action": "get_chat",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8"
  }
}
Response
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{
  "request_id": "<request_id>",
  "action": "get_chat",
  "type": "response",
  "success": true,
  "payload": {
    "id": "PJ0MRSHTDG",
    "thread": {
      "id": "K600PKZON8",
      "created_at": "2020-05-07T07:11:28.288340Z",
      "active": true,
      "user_ids": [
        "b7eff798-f8df-4364-8059-649c35c9ed0c",
        "smith@example.com"
      ],
      "events": [{
        "id": "Q20N9CKRX2_1",
        "created_at": "2019-12-17T07:57:41.512000Z",
        "recipients": "all",
        "type": "message",
        "text": "Hello",
        "author_id": "smith@example.com"
      }],
      "properties": {
        "0805e283233042b37f460ed8fbf22160": {
          "string_property": "string_value"
        }
      },
      "access": {
        "group_ids": [0]
      },
      "previous_thread_id": "K600PKZOM8",
      "next_thread_id": "K600PKZOO8"
    },
    "users": [{
      "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
      "type": "customer",
      "present": true,
      "created_at": "2019-12-17T08:53:20.693553+01:00",
      "statistics": {
        "chats_count": 1
      },
      "agent_last_event_created_at": "2019-12-17T09:04:05.239000+01:00"
    }, {
      "id": "smith@example.com",
      "name": "Agent Smith",
      "email": "smith@example.com",
      "type": "agent",
      "present": true,
      "avatar": "https://example.com/avatar.jpg"
    }],
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string_value"
      }
    },
    "access": {
      "group_ids": [0]
    },
    "is_followed": true
  }
}

List Archives

It returns a list of the chats an Agent has access to. Together with a chat, the events of one thread from this chat are returned.

The list classification is based on threads; 1 chat per 1 thread. Thus, the same chat object may appear on the list several times, but each time with a different thread. The returned chat is a complete object, not only a chat summary.

Specifics
Actionlist_archives
Required scopeschats--all:ro chats--access:ro chats--my:ro
Web API equivalentlist_archives
Push message-
Request
ParameterRequiredData typeNotes
filtersNoobject
filters.queryNostring
filters.fromNostringDate & time format compatible with RFC3339 with a resolution of microseconds, YYYY-MM-DDTHH:MM:SS.ssssss+HH:MM
filters.toNostringDate & time format compatible with RFC3339 with a resolution of microseconds, YYYY-MM-DDTHH:MM:SS.ssssss+HH:MM
filters.group_idsNoarrayArray of group IDs. Max array size: 200
filters.properties.<namespace>.<name>.<filter_type>Noany* described below
filters.agents.<filter_type>Noanyexists see to false will return unassigned chats; true will return the assigned ones.
filters.tags.<filter_type>Noany
filters.sales.<filter_type>Noany
filters.goals.<filter_type>Noany
filters.surveys.<survey>Noarray** described below
filters.events.typesNoarrayArray of Event types. Duplicates are ignored.
page_idNostring
sort_order ***NostringDefault: desc
limitNonumberDefault: 10, min: 1, max: 100
highlightsNoobjectUse it to highlight the match of filters.query. To enable highlights with default parameters, pass an empty object.
highlights.pre_tagNostringAn HTML tag to use for highlighting the matched text; default: <em>. Use it together with highlights.post_tag.
highlights.post_tagNostringAn HTML tag to use for highlighting the matched text; default: </em>. Use it together with highlights.pre_tag.

*) <filter_type> can take the following values:

  • exists (bool)
  • values (type[] - an array with a specific type for property: string, int or bool)
  • exclude_values (type[] - an array with a specific type for property: string, int or bool)

There's only one value allowed for a single property.

**) <survey> contains the following fields:

  • type (string) - allowed values: pre_chat, post_chat
  • answer_id (string)

***) sort_order can take the following values:

  • asc - the oldest chats first
  • desc - the newest chats first
REQUEST
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{
  "action": "list_archives",
  "payload": {
    "filters": {
      "events": {
        "types": ["message", "filled_form"]
      }
    }
  }
}
Response
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{
  "request_id": "<request_id>",
  "action": "list_archives",
  "type": "response",
  "success": true,
  "payload": {
    "chats": [
      {
        "id": "PJ0MRSHTDG",
        "users": [
          {
            "id": "smith@example.com",
            "name": "Agent Smith",
            "email": "smith@example.com",
            "type": "agent",
            "present": true,
            "avatar": "https://cdn.livechat-files.com/api/file/avatar.png"
          }
        ],
        "thread": {
          "id": "K600PKZON8",
          "active": false,
          "user_ids": [
            "smith@example.com"
          ],
          "events": [ //optional
            {
              "id": "QBT14H0Y3Y_1",
              "created_at": "2020-05-28T11:45:32.269000Z",
              "recipients": "all",
              "type": "message",
              "properties": {
                "0805e283233042b37f460ed8fbf22160": {
                  "event_property": "property_value"
                }
              },
              "text": "Hello, how can I help you?",
              "author_id": "smith@example.com"
            }
          ],
          "properties": {
            "0805e283233042b37f460ed8fbf22160": {
              "thread_property": "property_value"
            }
          },
          "access": {
            "group_ids": [
              0
            ]
          },
          "created_at": "2020-05-28T11:44:58.829000Z"
        },
        "properties": {
          "0805e283233042b37f460ed8fbf22160": {
            "chat_property": "property_value"
          }
        },
        "access": {
          "group_ids": [
            0
          ]
        },
        "is_followed": false
      }
    ],
    "found_chats": 42,
    "next_page_id": "MTUxNzM5ODEzMTQ5Ng==",
    "previous_page_id": "MTUxNzM5ODEzMTQ5Ng=="
  }
}

Start Chat

Starts a chat.

The method updates the requester's events_seen_up_to as if they've seen all chat events.

Specifics
Actionstart_chat
Required scopes *chats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentstart_chat
Push messageincoming_chat

*) When chat.users is defined, one of following scopes is required:

  • chats--all:rw
  • chats--access:rw
  • chats--my:rw
Request
ParameterRequiredData typeNotes
chatNoobject
chat.propertiesNoobject
chat.accessNoobject
chat.usersNo[]objectThe list of existing users. Up to 4 additional (other than the requester) agents and 1 customer allowed.
chat.users.idYesstringUser ID
chat.users.typeYesstringagent or customer.
chat.threadNoobject
chat.thread.eventsNoarrayThe list of initial chat events object. Does not support the form type event in the LiveChat app.
chat.thread.propertiesNoobject
activeNoboolWhen set to false, creates an inactive thread; default: true.
continuousNoboolStarts chat as continuous (online group is not required); default: false.
Response
FieldData typeNotes
chat_idstring
thread_idstring
event_ids[]stringReturned only when the chat was started with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
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{
  "action": "start_chat",
  "payload": {}
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "start_chat",
  "type": "response",
  "success": true,
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "PGDGHT5G"
  }
}

Resume Chat

Restarts an archived chat.

The method updates the requester's events_seen_up_to as if they've seen all chat events.

Specifics
Actionresume_chat
Required scopes *chats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentresume_chat
Push messageincoming_chat

*) When chat.users is defined, one of following scopes is required:

  • chats--all:rw
  • chats--access:rw
  • chats--my:rw
Request
ParameterRequiredTypeNotes
chatYesobject
chat.idYesstringThe ID of the chat that will be resumed.
chat.accessNoobjectChat access to set, default: all agents.
chat.propertiesNoobjectInitial chat properties
chat.usersNo[]objectThe list of existing users. Up to 4 additional (other than the requester) agents and 1 customer allowed.
chat.users.idYesstringUser ID
chat.users.typeYesstringagent or customer
chat.threadNoobject
chat.thread.eventsNoarrayInitial chat events array
chat.thread.propertiesNoobjectInitial thread properties
activeNoboolWhen set to false, creates an inactive thread. Default true.
continuousNoboolSets a chat to the continuous mode. When unset, leaves the mode unchanged.
Response
FieldData typeNotes
thread_idstring
event_ids[]stringReturned only when the chat was resumed with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
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{
  "action": "resume_chat",
  "payload": {
  "chat": {
    "id": "PWJ8Y4THAV"
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "<action>",
  "type": "response",
  "success": true,
  "payload": {
  "thread_id": "Z8AGR5OUW"
  }
}

Deactivate Chat

Deactivates a chat by closing the currently open thread. Sending messages to this thread will no longer be possible.

Specifics
Actiondeactivate_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentdeactivate_chat
Push messagechat_deactivated
Request
ParameterRequiredData type
idYesstring
REQUEST
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{
  "action": "deactivate_chat",
  "payload": {
    "id": "PJ0MRSHTDG"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "deactivate_chat",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Follow Chat

Marks a chat as followed. All changes to the chat will be sent to the requester until the chat is reactivated or unfollowed. Chat members don't need to follow their chats. They receive all chat pushes regardless of their follower status.

Specifics
Actionfollow_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentfollow_chat
Push messageincoming_chat*

*) It won't be sent when the requester already follows the chat or is the chat member.

Request
ParameterRequiredData type
idYesstring
REQUEST
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{
  "action": "follow_chat",
  "payload": {
    "id": "PW94SJTGW6"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "follow_chat",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Unfollow Chat

Removes the requester from the chat followers. After that, only key changes to the chat (like transfer_chat or close_active_thread) will be sent to the requester. Chat members cannot unfollow the chat.

Specifics
Actionunfollow_chat
Required scopes-
Web API equivalentunfollow_chat
Push messagechat_unfollowed
Request
ParameterRequiredData type
idYesstring
REQUEST
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{
  "action": "unfollow_chat",
  "payload": {
    "id": "PJ0MRSHTDG"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "unfollow_chat",
  "type": "response",
  "success": true,
  "payload": {
    "chat_id": "PJ0MRSHTDG"
  }
}

Chat access

Grant Chat Access

Grants access to a new chat without overwriting the existing ones.

Specifics
Actiongrant_chat_access
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentgrant_chat_access
Push messagechat_access_granted
Request
ParameterRequiredData typeNotes
idYesstringChat Id
accessYesobject
access.typeYesstringgroup
access.idYesany
REQUEST
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{
  "action": "grant_chat_access",
  "payload": {
  "id": "PW94SJTGW6",
  "access": {
    "type": "group",
    "id": 19
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "grant_chat_access",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Revoke Chat Access

Specifics
Actionrevoke_chat_access
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentrevoke_chat_access
Push messagechat_access_revoked
Request
ParameterRequiredData typeNotes
idYesstringChat Id
accessYesobject
access.typeYesstringgroup or agent
access.idYesnumber
REQUEST
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{
  "action": "revoke_chat_access",
  "payload": {
  "id": "PW94SJTGW6",
  "access": {
    "type": "group",
    "id": 19
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "revoke_chat_access",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Transfer Chat

Transfers a chat to an agent or a group. When transferring directly to an agent, the agent must have access to the transferred chat.

Specifics
Actiontransfer_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalenttransfer_chat
Push messagechat_transferred
Request
ParameterRequiredData typeNotes
idYesstringChat Id
targetNoobjectIf missing, the chat will be transferred within the current group.
target.typeYesstringgroup or agent
target.idsYesarraygroup or agent IDs array
forceNoboolIf true, always transfers chats. Otherwise, fails when unable to assign any agent from the requested groups; default false.
REQUEST
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{
  "action": "transfer_chat",
  "payload": {
    "id": "PJ0MRSHTDG",
    "target": {
      "type": "group",
      "ids": [19]
    }
  }
}
Response
Copied!
{
  "request_id": "<request_id>", // optional
  "action": "transfer_chat",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Chat users

Add User to Chat

Adds a user to the chat. You can't add more than one customer user type to the chat.

Specifics
Actionadd_user_to_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentadd_user_to_chat
Push messageuser_added_to_chat
Request
ParameterRequiredTypeNotes
chat_idYesstring
user_idYesstring
user_typeYesstringPossible values: agent or customer
require_active_threadNoboolIf true, it adds a user to a chat only if that chat has an active thread; default false.
REQUEST
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{
  "action": "add_user_to_chat",
  "payload": {
  "chat_id": "PW94SJTGW6",
  "user_id": "smith@example.com",
  "user_type": "agent",
  "require_active_thread": "true"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "add_user_to_chat",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Remove User from Chat

Removes a user from chat. Removing customer user type is not allowed. It's always possible to remove the requester from chat.

Specifics
Actionremove_user_from_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentremove_user_from_chat
Push messageuser_removed_from_chat
Request
ParameterRequiredTypeNotes
chat_idYesstring
user_idYesstring
user_typeYesstringPossible value: agent
REQUEST
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{
  "action": "remove_user_from_chat",
  "payload": {
  "chat_id": "PW94SJTGW6",
  "user_id": "smith@example.com",
  "user_type": "agent"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "remove_user_from_chat",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Events

Send Event

Sends an Event object. Use this method to send a message by specifying the Message event type in the request.

It's possible to write to a chat without joining it. The user sending an event will be automatically added to the chat with the present parameter set to false (see user_added_to_chat). Sample use case: a Bot Agent that sends messages visible to all chat participants without actually joining the chat.

The method updates the requester's events_seen_up_to as if they've seen all chat events.

To call the API as a bot, use the author_id property set to the bot's id in the payload.

Specifics
Actionsend_event
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentsend_event
Push messageincoming_event
Request
ParametersRequiredData typeNotes
chat_idYesstringId of the chat you want to send the message to.
eventYesobjectEvent object. Does not support the form type event in the LiveChat app.
attach_to_last_threadNoboolThe flag is ignored for active chats. Default: false. For inactive chats: true – the event will be added to the last thread; false – the request will fail. The only event type that can be sent to inactive chats is a system message.
REQUEST
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{
  "action": "send_event",
  "payload": {
  "chat_id": "PW94SJTGW6",
  "event": {
    "type": "message",
    "text": "hello world",
    "recipients": "all"
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "send_event",
  "type": "response",
  "success": true,
  "payload": {
    "event_id": "K600PKZON8"
  }
}

Send Rich Message Postback

Specifics
Actionsend_rich_message_postback
Required scopeschats.conversation--my:rw chats.conversation--all:rw
Web API equivalentsend_rich_message_postback
Push messageincoming_rich_message_postback*

*) incoming_rich_message_postback will be sent only for active threads.

Request
ParameterRequiredData typeNotes
chat_idYesstring
event_idYesstring
postbackYesobject
postback.idYesstringPostback name of the button
postback.toggledYesboolPostback toggled; true or false
thread_idYesstring
REQUEST
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{
  "action": "send_rich_message_postback",
  "payload": {
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
  "postback": {
    "id": "Method URL_yes",
    "toggled": true
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "send_rich_message_postback",
  "type": "response",
  "success": true,
  "payload": {
  //no response payload
  }
}

Properties

Update Chat Properties

Specifics
Actionupdate_chat_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentupdate_chat_properties
Push messagechat_properties_updated
Request
ParameterRequiredData typeNotes
idYesstringId of the chat you to set a property for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
REQUEST
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{
  "action": "update_chat_properties",
  "payload": {
    "id": "Q1VZR7AJCE",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "Chat property value updated by Agent"
      }
    }
  }
}
Response
Copied!
{
  "request_id": "<request_id>", // optional
  "action": "update_chat_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Delete Chat Properties

Specifics
Actiondelete_chat_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentdelete_chat_properties
Push messagechat_properties_deleted
Request
ParameterRequiredData typeNotes
idYesstringId of the chat you want to delete property for.
propertiesYesobjectChat properties to delete.
REQUEST
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{
  "action": "delete_chat_properties",
  "payload": {
    "id": "Q1VZR7AJCE",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": [
        "string_property"
      ]
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "delete_chat_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Update Thread Properties

Specifics
Actionupdate_thread_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentupdate_thread_properties
Push messagethread_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
REQUEST
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{
  "action": "update_thread_properties",
  "payload": {
  "chat_id": "Q1WZ073OA7",
  "thread_id": "Q1WZ073OB7",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "Chat thread property value updated by Agent"
      }
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "update_thread_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Delete Thread Properties

Specifics
Actiondelete_thread_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentdelete_thread_properties
Push messagethread_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete property for.
thread_idYesstringId of the thread you want to delete property for.
propertiesYesobjectChat properties to delete.
REQUEST
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{
  "action": "delete_thread_properties",
  "payload": {
   "chat_id": "Q1WZ073OA7",
   "thread_id": "Q1WZ073OB7",
   "properties": {
    "0805e283233042b37f460ed8fbf22160": [
      "string_property"
      ]
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "delete_thread_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Update Event Properties

Specifics
Actionupdate_event_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentupdate_event_properties
Push messageevent_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
event_idYesstringId of the event you want to set properties for.
propertiesYesobjectChat properties to set.
REQUEST
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{
  "action": "update_event_properties",
  "payload": {
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "event_id": "Q1GZ3FNAU9_1",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "Event property value updated by Agent"
      }
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "update_event_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Delete Event Properties

Specifics
Actiondelete_event_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentdelete_event_properties
Push messageevent_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete the properties of.
thread_idYesstringId of the thread you want to delete the properties of.
event_idYesstringId of the event you want to delete the properties of.
propertiesYesobjectEvent properties to delete. You should stick to the general properties format and include namespace, property name and value.
REQUEST
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{
  "action": "delete_event_properties",
  "payload": {
  "chat_id": "Q16ZSBGX3J",
  "thread_id": "Q16ZSBGX4J",
  "event_id": "Q16ZSBGX4J_1",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": [
      "string_property"
      ]
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "delete_event_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Thread tags

Tag Thread

Tags a given thread.

Read how to list all available tags and create a new tag.

Specifics
Actiontag_thread
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalenttag_thread
Push messagethread_tagged
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to add a tag to.
thread_idYesstringId of the thread you want to add a tag to.
tagYesstringTag name. It's case sensitive.
REQUEST
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{
  "action": "tag_thread",
  "payload": {
  "chat_id": "PW94SJTGW6",
  "thread_id": "PWS6GIKAKH",
  "tag": "support"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "tag_thread",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Untag Thread

Untags a given thread.

Specifics
Actionuntag_thread
Required scopeschats--all:rw chats--access:rw chats--my:rw
Web API equivalentuntag_thread
Push messagethread_untagged
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to remove a tag from.
thread_idYesstringId of the thread you want to remove a tag from.
tagYesstringTag name. It's case sensitive.
REQUEST
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{
  "action": "untag_thread",
  "payload": {
  "chat_id": "PW94SJTGW6",
  "thread_id": "PWS6GIKAKH",
  "tag": "support"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "untag_thread",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Customers

Get Customer

Returns the info about the Customer with a given id.

Specifics
Actionget_customer
Required scopescustomers:ro
Web API equivalentget_customer
Push message-
Request
ParameterRequiredData typeNotes
idYesstring
Response
FieldData typeNotes
idstringCustomer's ID.
typestringcustomer
namestringCustomer's name. Returned only if set.
emailstringCustomer's email. Returned only if set.
avatarstringCustomer's avatar. Returned only if set.
created_atstringSpecifies when the customer's identity was created.
session_fields[]objectAn array of custom object-enclosed key:value pairs. Returned only if set. Available for the session duration.
statisticsobjectCounters for started threads, opened pages, etc.
last_visitobjectGeolocation and opened pages from the customer's most recent online visit. Returned only if the customer logged in at least once.
chat_ids[]stringIDs of a customer's chats. Returned only if the customer had at least one chat.
REQUEST
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{
  "action": "get_customer",
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "get_customer",
  "type": "response",
  "success": true,
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "type": "customer",
    "created_at": "2017-10-11T15:19:21.010200Z",
    "name": "Thomas Anderson",
    "email": "t.anderson@example.com",
    "avatar": "example.com/avatars/1.jpg",
    "session_fields": [{
      "custom_key": "custom_value"
    }, {
      "another_custom_key": "another_custom_value"
    }],
    "last_visit": {
      "started_at": "2017-10-12T15:19:21.010200Z",
      "ended_at": "2017-10-12T15:20:22.010200Z",
      "referrer": "http://www.google.com/",
      "ip": "<customer_ip>",
      "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36",
      "geolocation": {
        "latitude": "-14.6973803",
        "longitude": "-75.1266898",
        "country": "Poland",
        "country_code": "PL",
        "region": "Dolnoslaskie",
        "city": "Wroclaw",
        "timezone": "Europe/Warsaw"
      },
      "last_pages": [{
        "opened_at": "2017-10-12T15:19:21.010200Z",
        "url": "https://www.livechat.com/",
        "title": "LiveChat - Homepage"
      }, {
        "opened_at": "2017-10-12T15:19:21.010200Z",
        "url": "https://www.livechat.com/tour",
        "title": "LiveChat - Tour"
      }]
    },
    "statistics": {
      "chats_count": 3,
      "threads_count": 9,
      "visits_count": 5,
      "page_views_count": 1337,
      "greetings_shown_count": 69,
      "greetings_accepted_count": 42
    },
    "__priv_lc2_customer_id": "test_771305.dafea66e5c", // old customer_id
    "agent_last_event_created_at": "2017-10-12T15:19:21.010200Z",
    "customer_last_event_created_at": "2017-10-12T15:19:21.010200Z",
    "chat_ids": [
      "PWJ8Y4THAV"
    ]
  }
}

List Customers

It returns the list of Customers.

Specifics
Actionlist_customers
Required scopescustomers:ro
Web API equivalentlist_customers
Push message-
Request

All parameters are optional.

ParameterData typeNotes
page_idstring
limitnumberDefault: 10, maximum: 100
sort_order *stringDefault: desc
sort_by **stringDefault: created_at
filtersobject
filters.country.<string_filter_type> ***object
filters.email.<string_filter_type> ***object
filters.name.<string_filter_type> ***object
filters.customer_id.<string_filter_type> ***object
filters.chats_count.<range_filter_type> ****object
filters.threads_count.<range_filter_type> ****object
filters.visits_count.<range_filter_type> ****object
filters.created_at.<date_range_filter_type>*****object
filters.agent_last_event_created_at.<date_range_filter_type> *****object
filters.customer_last_event_created_at.<date_range_filter_type> *****object
filters.chat_group_ids.<integer_filter_type> ***objectMaximum 40 group ids at once
filters.include_customers_without_chatsbool

*)

sort_order can take the following values:

  • asc
  • desc

**)

sort_by can take the following values:

  • created_at
  • threads_count
  • visits_count
  • agent_last_event
  • customer_last_event

When sorting by fields other than created_at, the entries with identical values will be additionally sorted by their creation time.

***)

<string_filter_type> can take the following values :

  • values (string[] - an array of strings)
  • exclude_values (string[] - an array of strings)

<integer_filter_type> can take the following values:

  • values (int[] - an array of integers)
  • exclude_values (int[] - an array of integers)

There's only one value allowed for a single filter.

****)

<range_filter_type> can take the following values:

  • lte (int - less than or equal to given value)
  • lt (int - less than given value)
  • gte (int - greater than or equal to given value)
  • gt (int - greater than given value)
  • eq (int - equal to given value)

*****)

<date_range_filter_type> can take the following values:

  • lte ( string - less than or equal to given value)
  • lt (string - less than given value)
  • gte (string - greater than or equal to given value)
  • gt (string - greater than given value)
  • eq (string - equal to given value)

Dates are represented in ISO 8601 format with microseconds resolution, e.g. 2017-10-12T15:19:21.010200+01:00 in specific timezone or 2017-10-12T14:19:21.010200Z in UTC.

Response
FieldData typeNotes
next_page_idstringIn relation to page_id specified in the request.
previous_page_idstringIn relation to page_id specified in the request.
REQUEST
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{
  "action": "list_customers",
  "payload": {}
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "list_customers",
  "type": "response",
  "success": true,
  "payload": {
  "customers": [
    // an array of "User > Customer" objects
  ],
  "total_customers": 2340,
  "limited_customers": 120, // optional
  "next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
  "previous_page_id": "MTUxNzM5ODEzMTQ5Ng==" // optional
  }
}

Create Customer

Creates a new Customer user type.

Specifics
Actioncreate_customer
Required scopescustomers:rw
Web API equivalentcreate_customer
Push messageincoming_customer
Request
ParameterRequiredData typeNotes
nameNostring
emailNostring
avatarNostringURL of the Customer's avatar
session_fieldsNo[]objectAn array of custom object-enclosed key:value pairs. Respects the order of items.
REQUEST
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{
  "action": "create_customer",
  "payload": {
  "name": "Thomas Anderson",
  "email": "t.anderson@example.com",
  "avatar": "https://example.com/avatars/1.png",
  "session_fields": [{
    "custom_key": "custom_value"
  }, {
    "another_custom_key": "another_custom_value"
  }]
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "create_customer",
  "type": "response",
  "success": true,
  "payload": {
   "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}

Update Customer

Updates Customer's properties.

Specifics
Actionupdate_customer
Required scopescustomers:rw
Web API equivalentupdate_customer
Push messagecustomer_updated
Request
ParameterRequiredData typeNotes
idYesstringUUID v4 format is required.
nameNostring
emailNostring
avatarNostringURL of the Customer's avatar
session_fieldsNo[]objectAn array of custom object-enclosed key:value pairs. Respects the order of items.

Apart from id, which is a required parameter, you also need to include one of the optional parameters.

When updating customer data while the customer has an active chat, the update will take effect after the chat has ended.

REQUEST
Copied!
{
  "action": "update_customer",
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "name": "Thomas Anderson",
    "email": "t.anderson@example.com",
    "avatar": "https://example.com/avatars/1.png",
    "session_fields": [{
      "custom_key": "custom_value"
    }, {
      "another_custom_key": "another_custom_value"
    }]
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "update_customer",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Ban Customer

Bans the customer for a specific period of time. It immediately disconnects all active sessions of this customer and does not accept new ones during the ban lifespan.

Specifics
Actionban_customer
Required scopescustomers.ban:rw
Web API equivalentban_customer
Push messagecustomer_banned
Request
ParameterRequiredData type
idYesstring
banYesobject
ban.daysYesnumber
REQUEST
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{
  "action": "ban_customer",
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "ban": {
      "days": 3
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "ban_customer",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Follow Customer

Marks a customer as followed. As a result, the requester (an agent) will receive the info about all the changes related to that customer via pushes. Once the customer leaves the website or is unfollowed, the agent will no longer receive that information.

Following a customer causes the agent to receive customer-related pushes as long as the followed customer is available. The followed customer may be transferred to a group the agent doesn't have access to, which makes the customer unavailable to the agent. At that moment, the agent stops receiving pushes related to that customer. When the customer is transferred back and becomes available again, the pushes resume.

Agents don't need to follow the customers they're chatting with in order to receive related pushes. Agents will be receiving pushes related to those customers as long as the chats last.

Specifics
Actionfollow_customer
Required scopescustomers:ro
Web API equivalentfollow_customer
Push messageincoming_customer*

*) It won't be sent when the requester already follows the customer or is chatting with that customer.

Request
ParameterRequiredData type
idYesstring
REQUEST
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{
  "action": "follow_customer",
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "follow_customer",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Unfollow Customer

Removes the agent from the list of customer's followers. Calling this method on a customer the agent's chatting with will result in success, however, the agent will still receive pushes about the customer's data updates. The unfollowing will take effect once the chat ends.

Specifics
Actionunfollow_customer
Required scopes-
Web API equivalentunfollow_customer
Push messagecustomer_unfollowed
Request
ParameterRequiredData type
idYesstring
REQUEST
Copied!
{
  "action": "unfollow_customer",
  "payload": {
    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}
Response
Copied!
{
  "request_id": "<request_id>", // optional
  "action": "unfollow_customer",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Status

Login

It returns the initial state of the current Agent.

Specifics
Actionlogin
Required scopeschats--access:ro customers:ro multicast:ro agents--all:ro agents-bot--all:ro
Web API equivalent-
Push message-
Request
ParameterRequiredData typeNotes
tokenYesstringOAuth token from the Agent's account
timezoneNostring
reconnectNoboolReconnecting sets the status to the last known state instead of the default one.
push_notificationsNoobject
push_notifications.firebase_tokenNostringFirebase device token to allow connecting this instance with the existing push notification instance (to be seen as 1 instance).
push_notifications.platformYesstringOS platform; possible values:ios, android. Required only when push_notifications is included.
applicationNoobject
application.nameNostringApplication name
application.versionNostringApplication version
away *NoboolWhen true, the connection is set to the away state. Defaults to false.
customer_monitoring_levelNostringPossible values: my, chatting, invited, online **. Defaults to my if login creates the first session; otherwise it preserves the current customer_monitoring_level.
pushesNoobjectUse case: when you want to receive only specific pushes. By default, it's set to all for the version of your currently established RTM connection.
pushes.<version>Yes[]stringA list of push subscriptions for a specific version;<version> is a version number, without v prefix. Possible values: push names.

* You can use the away param to prevent assigning chats to Agents after random reconnections when their status was set to not_accepting_chats by the auto-away feature. When an Agent logs in with away: true, the connection is immediately recognized as away. Read more...

** These values mean:

  • my - only the customers from chats the agent is assigned to
  • chatting - all customers that are chatting within the groups the agent is assigned to
  • invited - all customers that are invited to chat within the groups the agent is assigned to
  • online - all customers visiting the website assigned to the agent’s groups
Response
FieldData typeNotes
accessobject
propertiesobject
REQUEST
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{
  "action": "login",
  "payload": {
    "token": "Bearer dal:test_1fgTbfXmgthj4cZSA",
    "pushes": {
      "3.3": ["incoming_chat", "incoming_multicast"],
      "3.4": ["all"]
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "login",
  "type": "response",
  "success": true,
  "payload": {
  "license": {
    "id": "104130623",
    "plan": "enterprise",
    "expiration_timestamp": 1483433500,
    "creation_timestamp": 1482433500,
    "in_trial": true,
    "website_last_activity": "2018-01-05" // optional
  },
  "my_profile": {
    // "User > My profile" object
  },
  "chats_summary": [{
    "id": "PJ0MRSHTDG",
    "users": [
    // array of "User" objects
    ],
    "last_event_per_type": {
    // the last event of each type in chat
    "message": {
      "thread_id": "K600PKZON8",
      "thread_created_at": "2020-05-07T07:11:28.288340Z",
      "event": {
      // "restricted_access": "User has no access to following resource"
      // or
      // Event > Message object
      }
    },
    "system_message": {
      "thread_id": "K600PKZON8",
      "thread_created_at": "2020-05-07T07:11:28.288340Z",
      "event": {
      // "restricted_access": "User has no access to following resource"
      // or
      // Event > System Message object
      }
    }
    // ...
    },
    "last_thread_summary": {
    "id": "K600PKZON8",
    "user_ids": ["smith@example.com"],
    "properties": {
      "routing": {
      "idle": false,
      "unassigned": false
      }
      // ...
    },
    "created_at": "2020-05-07T07:11:28.288340Z"
    },
    "properties": {
    "routing": {
      "idle": false,
      "unassigned": false
    }
    // ...
    },
    "access": {
    // "Access" object
    }
  }]
  }
}

Set Away Status

Sets an Agent's connection to the away state. You can use this method to manipulate the Agent's status. The method works per connection - all connections an Agent has (desktop, mobile, etc) must be in the away state for the Agent's status to be changed to not_accepting_chats.

You may want to make use of the auto-away feature and set the Agents' statuses to not_accepting_chats when they're inactive, for example they're not at their desks. Remember that checking if Agents are active/inactive should be implemented on your side. If you decide they're inactive, set their connections to away. The auto-away feature will recognize the away connections and change the Agent's status to not_accepting_chats.

Specifics
Actionset_away_status
Required scopesagents--my:rw
Web API equivalent-
Push message-
Request
ParameterRequiredData type
awayYesbool
REQUEST
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{
  "action": "set_away_status",
  "payload": {
  "away": true
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "set_away_status",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Change Push Notifications

Change the firebase push notifications properties.

Specifics
Actionchange_push_notifications
Required scopes-
Web API equivalent-
Push message-
Request
ParameterRequiredData typeNotes
firebase_tokenYesstringFirebase device token
platformYesstringOS platform; possible values: ios, android
enabledYesboolEnable or disable push notifications for the requested token
REQUEST
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{
  "action": "change_push_notifications",
  "payload": {
  "firebase_token": "8daDAD9dada8ja1JADA11",
  "platform": "ios",
  "enabled": true
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "change_push_notifications",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Set Routing Status

Changes the status of an Agent or a Bot Agent. It sets the status for the session duration. Once the session ends, the status gets back to what's in the Agent's settings. Unlike Set Away Status, which is another mechanism of status manipulation, Set Routing Status is independent of the number of connections (desktop, mobile, etc).

Specifics
Actionset_routing_status
Required scopesfor Agents: agents--my:rw agents--all:rw; for Bot Agents: agents-bot--my:rw agents-bot--all:rw
Web API equivalentset_routing_status
Push messagerouting_status_set
Request
ParameterRequiredData typeNotes
statusYesstringFor Agents: accepting_chats or not_accepting_chats; for Bot Agents: accepting_chats, not_accepting_chats, or offline
agent_idNostringIf not specified, the requester's status will be updated.
REQUEST
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{
  "action": "set_routing_status",
  "payload": {
  "status": "accepting_chats",
  "agent_id": "smith@example.com"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "set_routing_status",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Logout

Logs the Agent out.

Specifics
Actionlogout
Required scopes-
Web API equivalent-
Push message-
REQUEST
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{
  "action": "logout",
  "payload": {}
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "logout",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

List Routing Statuses

Returns the current routing status of each agent selected by the provided filters.

Specifics
Actionlist_routing_statuses
Required scopesagents--all:ro, agents-bot--all:ro
Web API equivalentlist_routing_statuses
Push message-
Request
ParameterRequiredTypeNotes
filtersNoobject
filters.group_idsNoarray
REQUEST
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{
  "action": "list_routing_statuses",
  "payload": {
    "filters": {
      "group_ids": [
        0
      ]
    }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "list_routing_statuses",
  "type": "response",
  "success": true,
  "payload": [{
    "agent_id": "smith@example.com",
    "status": "accepting_chats"
  }, {
    "agent_id": "agent@example.com",
    "status": "not_accepting_chats"
  }]
}

Other

Mark Events as Seen

Specifics
Actionmark_events_as_seen
Required scopeschats--access:ro chats--all:ro
Web API equivalentmark_events_as_seen
Push messageevents_marked_as_seen
Request
ParameterRequiredData typeNotes
chat_idYesstring
seen_up_toYesstringRFC 3339 date-time format
REQUEST
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{
  "action": "mark_events_as_seen",
  "payload": {
  "chat_id": "PJ0MRSHTDG",
  "seen_up_to": "2017-10-12T15:19:21.010200Z"
  }
}
Response
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{
  "request_id": "<request_id>",
  "action": "mark_events_as_seen",
  "type": "response",
  "success": true,
  "payload": {
  }
}

Send Typing Indicator

Specifics
Actionsend_typing_indicator
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
Web API equivalentsend_typing_indicator
Push message-
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to send the typing indicator to.
recipientsNostringall (default), agents
is_typingYesbool
REQUEST
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{
  "action": "send_typing_indicator",
  "payload": {
  "chat_id": "PJ0MRSHTDG",
  "is_typing": true
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "send_typing_indicator",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Multicast

This method serves for the chat-unrelated communication. Messages sent using multicast are not being saved.

For example, it could be used in an app that sends notifications to Agents or Customers, when a certain condition is met (e.g. an important Customer started the chat).

Specifics
Actionmulticast
Required scopesmulticast:rw
Web API equivalentmulticast
Push messageincoming_multicast
Request
ParameterRequiredData typeNotes
recipientsYesobject*
contentYesanyA JSON message to be sent
typeNostringMulticast message type

*) recipients can take the following values:

  • agents:

    • all (bool - includes all agents)
    • ids ([]string - an array of agents' IDs)
    • groups ([]string - an array of groups' IDs)
  • customers:

    • ids ([]string - an array of customer's IDs)

At least one recipients type (agents.all, agents.ids, agents.groups, customers.ids) is required.

REQUEST
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{
  "action": "multicast",
  "payload": {
  "recipients": {
    "agents": {
    "all": true,
    "ids": [
      "smith@example.com",
      "agent@example.com"
    ],
    "groups": [
      1,
      2
    ]
    },
    "customers": {
    "ids": [
      "b7eff798-f8df-4364-8059-649c35c9ed0c"
    ]
    }
  },
  "content": {
    "example": {
    "nested": "json"
    }
  }
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "multicast",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

List Agents For Transfer

It returns the Agents you can transfer a chat to. Agents are sorted ascendingly by the total number of active chats they have. Note that:

  • The method only returns Agents with statuses online and not accepting chats. Offline Agents aren't returned.
  • Only chats with Customers are taken into account in total_active_chats.
Specifics
Actionlist_agents_for_transfer
Required scopes-
Web API equivalentlist_agents_for_transfer
Push message-
Request
ParameterRequiredData typeNotes
chat_idYesstringThe ID of the chat you want to transfer
REQUEST
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{
  "action": "list_agents_for_transfer",
  "payload": {
   "chat_id": "PJ0MRSHTDG"
  }
}
Response
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{
  "request_id": "<request_id>", // optional
  "action": "list_agents_for_transfer",
  "type": "response",
  "success": true,
  "payload": [{
  "agent_id": "smith@example.com",
  "active_chats": 2
  }, {
  "agent_id": "agent@example.com",
  "active_chats": 5
  }]
}

Pushes

Here's what you need to know about pushes:

  • They are generated primarily by RTM API actions, but also by Web API actions.
  • They notify you when specific events occur.
  • Can be delivered only in the websocket transport.
  • You don't need to register pushes to receive them.
  • Their equivalents in Web API are webhooks. Pushes and webhooks have similar payloads.
  • There are no retries for pushes. To determine if a user has seen an event, compare the event's created_at parameter with the user's events_seen_up_to field.
See available pushes
general push format
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{
  "version": "<api_version>",
  "request_id": "<request_id>", // optional, applies only to the requester
  "action": "<action>",
  "type": "push",
  "payload": {
  // optional payload
  }
}

Errors

Format of error payload
Copied!
{
  "error": {
    "type": "misdirected_request",
    "message": "Wrong region",
    "data": {
      // optional
      "region": "dal"
    }
  }
}

Possible errors

Error typeDefault messageDescription
authenticationAuthentication errorAn invalid or expired access token.
authorizationAuthorization errorUser is not allowed to perform the action.
chat_inactiveChat is inactiveAn action that requires an active thread performed on a chat with no active threads.
internalInternal server error
license_expiredLicense expiredThe end of license trial or subcription.
pending_requests_limit_reachedRequests limit reachedThe limit of pending requests within one websocket connection has been reached. The limit is 10.
requester_already_offlineRequester is already offlineThe method is only allowed for the logged in Agents (via RTM API).
requester_awaiting_approvalRequester awaiting approvalA new Agent hasn't been approved by the license owner yet.
request_timeoutRequest timed outTimeout threshold is 15 seconds.
requester_suspendedRequester suspendedThe rights of a given Agent have been withdrawn by the license owner.
seats_limit_exceededSeats limit exceededDisplayed on the attempt of logging in. All seats within a given license are already taken.
service_unavailableService unavailableNew requests are temporarily not being accepted.
too_many_requestsToo many requestsThe request's rate limit was exceeded. It'll be unblocked automatically after some time.
validationWrong format of request
wrong_product_versionWrong product versionLicense is not LiveChat 3 (probably still LiveChat 2).

Contact us

If you found a bug or a typo, you can let us know directly on GitHub. In case of any questions or feedback, don't hesitate to contact us at developers@text.com. We'll be happy to hear from you!

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