This document is the record of all the changes in the Customer Chat API, Web and RTM, starting from version 3.0.

We use the 🛠️ emoji to mark bug fixes. We also specify the date of introducing the fix in the YYYY-MM-DD format.

[v3.6] - Developer preview

Config

• The Get Dynamic Configuration response has a new format to support non-LiveChat widgets as default widgets.

Customers

• The customer_page_updated was removed.

[v3.5] - 2022-11-23

Status

• The customer_disconnected push has a new reason, logged_out_remotely.
• A new push, groups_status_updated has been added.
• The incoming_multicast push is no longer sent when group statuses change.

Customers

• 🛠️ (2024-03-10): The customer_page_updated was removed.

[v3.4] - 2021-12-22

General

The mandatory query string parameter, license_id, was replaced with organization_id (except for Get Dynamic Configuration method, which will support both parameters).

Events

• The Form (Web & RTM) and Filled Form (Web & RTM) events have a new field, form_type.

Customers

• 🛠️ (2024-03-10): The customer_page_updated was removed.

[v3.3] - 2021-03-30

RTM

• The General RTM API Request Format was extended with an optional parameter, version. You can now call individual methods on different (higher) versions than the one of your RTM connection.
• The General Push Format was extended with the version field. To receive pushes from different API versions, subscribe to them via the new, pushes parameter in Login (RTM).

Chats

• In the Deactivate Chat (Web & RTM) method, the chat_id parameter was renamed to id.
• The Activate Chat method was renamed to Resume Chat (Web & RTM).
• The Start Chat (Web & RTM) and Resume Chat (Web & RTM) methods have a new optional parameter, active.
• The Start Chat and Activate Chat methods now update the requester's events_seen_up_to as if all chat events were already seen by the requester. A subsequent call to Mark Events As Seen can be skipped in such cases.

Config

• There's a new method, Get Dynamic Configuration.
• There's a new method, Get Configuration.

Events & users

• The File (Web & RTM) event has a new parameter for images, alternative_text.
• The Rich Message (Web & RTM) data structure:
  • has a new parameter for images, alternative_text,
  • has a new property for buttons, target.
• In the Filled form fields and Form fields data structures, the type property has a new possible value, subject. It's a new type that can appear in ticket forms.
• There's a new event type, Form that allows for sending an empty form to fill out.

Greetings

• The Login response has a new field, greeting.subtype.
• The incoming_greeting push has a new field, subtype.

Localization

• There's a new method, Get Localization.

Properties

• In the Update Chat Properties (Web & RTM) method, the chat_id parameter was renamed to id.
• In the Delete Chat Properties (Web & RTM) method, the chat_id parameter was renamed to id.
• In the List Group Properties method:
  • the license_id parameter was removed.
  • the group_id parameter was renamed to id.
• In the List License Properties method, the license_id parameter was removed.

Customers

• The customer_updated push:
  • now returns only the updated data.
  • has a new format; the fields are no longer nested within the customer field.
• The Customer (Web & RTM) data structure has a new property, email_verified.
• 🛠️ (2024-03-10): The customer_page_updated was removed.

Status

• The Login (RTM) method has a new optional parameter pushes- it controls to which pushes the user is subscribed during the current RTM connection.

Other

• The Get Predicted Agent (Web & RTM) response has a new format:
  • The fields are now nested together as the agent field.
  • there is a new field, queue.
• There's a new method, Request Email Verification.

[v3.2] - 2020-06-18

Chats

• The Get Chats Summary method was renamed to List Chats (Web & RTM).
• The List Chats method:
  • is paginated with page_id.
  • had the order field replaced with last_thread_created_at in the response.
• The incoming_chat_thread push was renamed to incoming_chat.
• The incoming_chat push:
  • had the chat.order field removed from the payload.
  • has a new field, requester_id.
• The Get Chat Threads method evolved into Get Chat (Web & RTM).
• The Get Chat method:
  • allows to retrieve a particular thread from the specified chat.
  • has changed its shape; it no longer contains the order field and the chat key.
  • returns thread instead of threads_summary.
• The Close Thread method was renamed to Deactivate Chat (Web & RTM). The corresponding push, thread_closed, was renamed to chat_deactivated.
• There's a new method, List Threads (Web & RTM).
• The Get Chat Threads Summary method was removed.

Chat access

• The chat_transferred push:
  • is no longer tied directly to Transfer Chat (Web & RTM). Now, it can be generated when the transfer is implicit, for example, agents are reassigned due to their inactivity.
  • has new fields: thread_id, reason, queue and transferred_to.
  • had the requester_id field changed to optional. The field will be present only when reason is manual.
  • had the type and ids fields were removed.
• The chat_access_set push was removed.

Chat users

• The chat_user_added push was renamed to user_added_to_chat.
• The user_added_to_chat push:
  • has new fields: reason and requester_id.
  • had the user_type field removed.
• The chat_user_removed push was renamed to user_removed_from_chat.
• The user_removed_from_chat push:
  • has new fields: reason and requester_id.
  • had the user_type field removed.

Events

• The Filled form fields data structure has a new field, id (fields.answer.id for the group_chooser field type). It's an identifier for each option Customers can choose. The id is now returned by the Get Form method (Web & RTM) (form.fields.options for the group_chooser field type).
• The Thread data structure:
  • has new fields: previous_thread_id and next_thread_id.
  • had the order and timestamp fields replaced with a new one, created_at (date & time in microseconds in UTC).
  • has a new field, queue.

Properties

• The Property data structure now has the same format in requests as in responses and pushes.
• There are new methods: List License Properties (Web) and List Group Properties (Web).
• The Update Chat Thread Properties method was renamed to Update Thread Properties (Web & RTM). The corresponding push, chat_thread_properties_updated, was renamed to thread_properties_updated.
• The Delete Chat Thread Properties method was renamed to Delete Thread Properties (Web & RTM). The corresponding push, chat_thread_properties_deleted, was renamed to thread_properties_deleted.

Customers

• The Update Customer (Web & RTM) method, which used to return the Customer data structure, now has no response payload.
• The Set Customer Fields method was renamed to Set Customer Session Fields (Web & RTM).
• The customer_updated push is no longer triggered by Set Customer Session Fields.
• Each method, response, and push that deals with a variation of customer fields had this field renamed to session_fields and its format changed. It's now an array that respects the item order.
• There's a new method, Get Customer (Web & RTM).
• 🛠️ (2024-03-10): The customer_page_updated was removed.

Status

• The Login method:
  • has a new parameter, application, related to the application info.
  • had its response extended with the greeting object. The returned customer data was moved from __priv_dynamic_config to the customer object.
• The Get Groups Status method was renamed to List Group Statuses (Web & RTM).
• The List Group Statuses (Web & RTM) method accepts group_ids instead of the groups parameter.

Other

• The Get URL Details method was renamed to Get URL Info (Web & RTM).
• The Get URL Info method now returns the image_original_URL parameter.
• There're new greeting-related methods and pushes:
  • the incoming_greeting push
  • the Accept Greeting (Web & RTM) method and the corresponding push, greeting_accepted
  • the Cancel Greeting (Web & RTM) method and the corresponding push, greeting_canceled
• There's a new queue_position_updated push with an updated queue position and wait time.

[v3.1] - 2019-09-17

Added

• The Send File method was replaced with Upload File (Web). The new method should be used along with Send Event (Web & RTM), Start Chat (Web & RTM), or Activate Chat (Web & RTM).

Changed

• Web API: From now on, sending payloads explicitly in the request body is allowed. You no longer have to wrap it up in the payload object.
• Method Update Last Seen Timestamp was transformed into Mark Events as Seen (Web & RTM). Now, it accepts the seen_up_to parameter (date & time in microseconds in UTC) instead of timestamp. Also, it no longer returns timestamp in the response.
• Push last_seen_timestamp_updated was transformed into events_marked_as_seen with the seen_up_to parameter instead of timestamp.
• Fields order and timestamp in events were replaced with the new field, created_at (date & time in microseconds in UTC).
• Method Send Event (Web & RTM) no longer accepts the require_active_thread parameter. Thread is always required to be active unless attach_to_last_thread is enabled.
• Method Send Event now returns only event_id instead of the whole Event data structure.
• Method Start Chat (Web & RTM) now returns only chat_id, thread_id and optionally event_ids if requested. It used to return the whole Chat data structure.
• Method Activate Chat (Web & RTM) now returns only thread_id and optionally event_ids if requested. It used to return the whole Chat data structure.
• The customer_updated push is no longer triggered by Set Customer Session Fields.

Removed

• The Send File method was removed.