RTM pushes

This document contains a reference of pushes available in the LiveChat Customer Chat API. Similarly to webhooks, pushes notify you when specific events occur. They're usually generated as result of RTM API actions, but it's also possible to receive them in result of Web API actions.

Introduction

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 customer has seen an event, compare the event's created_at parameter with the customer's events_seen_up_to field.

Available pushes


Chats	`incoming_chat` `chat_deactivated`
Chat access	`chat_transferred`
Chat users	`user_added_to_chat` `user_removed_from_chat`
Events	`incoming_event` `event_updatedincoming_rich_message_postback`
Properties	`chat_properties_updated` `chat_properties_deleted` `thread_properties_updated` `thread_properties_deleted` `event_properties_updated` `event_properties_deleted`
Customers	`customer_updated` `customer_side_storage_updated`
Status	`customer_disconnected`
Other	`incoming_typing_indicator` `incoming_multicast` `events_marked_as_seen` `incoming_greeting` `greeting_accepted` `greeting_canceled` `queue_position_updated`

The general push format

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{
  "request_id": "<request_id>", // optional, applies only to the requester
  "action": "<action>",
  "type": "push",
  "payload": {
  // optional payload
  }
}

Chats

`incoming_chat`

Indicates about a chat coming with a new thread. The push payload contains the whole chat data structure. If the chat was started with some initial events, the thread object contains them.

Sample push payload

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{
  "requester_id": "b5657aff34dd32e198160d54666df9d8",
  "chat": {
    "id": "PJ0MRSHTDG",
    "users": [
      // array of "User" objects
    ],
    "properties": {
      // "Properties" object
    },
    "access": {
      // "Access" object
    },
    "thread": {
      // "Thread" object
    },
    "transferred_from": {
      "group_ids": [ 1 ],
      "agent_ids": [ "bbb67d600796e9f277e360e842418833" ]
    }
  }
}

`chat_deactivated`

Indicates that a chat was deactivated by closing the currently open thread.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c" // optional
}

Push payload

Field	Notes
`user_id`	Missing if a thread was closed by the router.

Chat access

`chat_transferred`

Indicates that a chat was transferred to a different group or to an Agent.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "requester_id": "b5657aff34dd32e198160d54666df9d8",
  "transferred_to": {
    "group_ids": [ 1 ],
    "agent_ids": ["b5657aff34dd32e198160d54666df9d8"],
  },
  "queue": {
    "position": 42,
    "wait_time": 1337,
    "queued_at": "2019-12-09T12:01:18.909000Z"
  }
}

Push payload

Field	Notes
`thread_id`	Present if the chat is active
`transferred_to`	IDs of groups and Agents the chat has been assigned to
`queue`	Present if the chat is queued after the transfer

Chat users

`user_added_to_chat`

Indicates that a user (Customer or Agent) was added to a chat.

This push can be emitted with user.present set to false when a user writes to a chat without joining it. You can achieve that via the Send Event method.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user": {
  // "User > Customer" or "User > Agent" object
  },
  "reason": "manual",
  "requester_id": "b5657aff34dd32e198160d54666df9d8"
}

Push payload

Field	Notes
`thread_id`	Present when a user was added to an active chat.
`reason`	Why the user was added.
`requester_id`	Present if the user was added by an agent.

`user_removed_from_chat`

Indicates that a user (Customer or Agent) was removed from a chat.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "bbb67d600796e9f277e360e842418833",
  "reason": "manual",
  "requester_id": "b5657aff34dd32e198160d54666df9d8"
}

Push payload

Field	Notes
`thread_id`	Present when a user was removed from an active chat.
`reason`	Why the user was removed.
`requester_id`	Present if the user was removed by an agent.

Events

`incoming_event`

Indicates about an incoming event sent to a chat.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event": {
    "id": "Q20163UAHO_2",
    "created_at": "2019-12-05T07:27:08.820000Z",
    "recipients": "all",
    "type": "message",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string value"
      }
    },
    "text": "Hello",
    "author_id": "b5657aff-34dd-32e1-98160d54666df9d8"
  }
}

`event_updated`

Indicates that an event was updated.

Sample push payload

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{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event": {
  // "Event" object
  }
}

`incoming_rich_message_postback`

Indicates about an incoming rich message postback. The push payload contains the info on the postback itself, as well as the chat it was sent in.

Sample push payload

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{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
  "postback": {
  "id": "action_yes",
  "toggled": true
  }
}

Properties

`chat_properties_updated`

Indicates about those chat properties that were updated.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "properties": {
  "0805e283233042b37f460ed8fbf22160": {
    "string_property": "Chat property value updated by Customer"
    },
  // ...
  }
}

Push payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

`chat_properties_deleted`

Indicates about those chat properties that were deleted.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": ["string_property"]
    },
  // ...
}

Push payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

`thread_properties_updated`

Indicates about those thread properties that were updated.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "properties": {
  "0805e283233042b37f460ed8fbf22160": {
    "string_property": "Thread property value updated by Customer"
    },
  // ...
  }
}

Push payload

Field	Notes
`properties`	This is not a full `properties` object. This push shows only the properties the have been recently updated.

`thread_properties_deleted`

Indicates about those thread properties that were deleted.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": ["string_property"]
    },
  // ...
}

Push payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

`event_properties_updated`

Indicates about those event properties that were updated.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "event_id": "Q1GZ3FNAU9_1",
  "properties": {
  "0805e283233042b37f460ed8fbf22160": {
    "string_property": "Event property value updated by Customer"
    }
  }
}

Push payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

`event_properties_deleted`

Indicates about those event properties that were deleted.

Sample push payload

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{
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "event_id": "Q1GZ3FNAU9_1",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": ["string_property"]
    },
  // ...
}

Push payload

Field	Notes
`properties`	This is not a full `properties` object. This push shows only the properties that have been recently updated.

Customers

`customer_updated`

Indicates that customer's data was updated.

Sample push payload

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{
  "customer": {
  // "User > Customer" object
  }
}

`customer_side_storage_updated`

Indicates that a customer updated the data stored on their side.

Sample push payload

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{
  "customer_side_storage": {
  "customer_visits": "1"
  }
}

Push payload

Field	Notes
`customer_side_storage`	A map in the `key : value` format. Map content should be kept on the client side (e.g. in browsers local storages) and sent via `login`.

Status

`customer_disconnected`

Indicates that a customer was disconnected. The payload contains the reason of customer's disconnection.

Sample push payload

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{
  "reason": "misdirected_connection",
  "data": {
  // optional
  "region": "fra"
  }
}

Push payload

Field	Notes
`reason`

Possible reasons

Based on the received reason we suggest a different reaction.

Type	Notes	Suggested behavior
`access_token_expired`	Access token lifetime has elapsed.	Reconnect and generate a new access token.
`connection_evicted`	The Customer Chat API should be available again soon.	Reconnect.
`connection_timeout`	Has not received `ping` from the client for some time, or it's been too long since the connection was authorized.	Reconnect.
`internal_error`	Internal error.	Reconnect.
`license_not_found`	The license with the specified ID doesn't exist.	Don't reconnect.
`license_expired`	The license has expired.	Don't reconnect.
`misdirected_connection` **	Customer connected to a server in the wrong region.	Don't reconnect.
`unsupported_version`	Connecting to an unsupported version of the Customer Chat API.	Don't reconnect.
`service_temporarily_unavailable`	The Customer Chat API should be available again soon.	Reconnect.
`too_many_connections`	Customer has reached the maximum number of connections.	Reconnect.
`too_many_unauthorized_connections`	The maximum number of unauthorized connections has been reached.	Reconnect.

*) The customer_temporarily_blocked reason can also return the correct timeout in an optional data object. With this piece of information, client is able to figure out how much time a customer should wait before attempting to reconnect again.

**) The misdirected_connection reason can also return the correct region in an optional data object. With this piece of information, client is able to figure out where it should be connected.

Other

`incoming_typing_indicator`

Indicates that one of the chat users is currently typing a message. The message hasn't been sent yet. The push payload contains the typing indicator object.

Sample push payload

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{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "typing_indicator": {
  "author_id": "d17cd570-11a9-45c0-45c0-1b020b7586dc",
  "recipients": "all",
  "timestamp": 1574245378,
  "is_typing": true
  }
}

`incoming_multicast`

Indicates about messages sent via the multicast method or by the system.

Sample push payload

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{
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "content": {
  "example": {
    "nested": "json"
  }
  }
}

Push payload

Field	Required	Notes
`author_id`	No	Present only if the push was generated by the Multicast method and not sent from the server.
`content`	Yes

`events_marked_as_seen`

Indicates that a user has seen events up to a specific time.

Sample push payload

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{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "seen_up_to": "2017-10-12T15:19:21.010200Z"
}

`incoming_greeting`

Indicates about an incoming greeting.

Sample push payload

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{
  "action": "incoming_greeting",
  "type": "push",
  "payload": {
  "id": 7,
  "unique_id": "Q10O0N5B5D",
  "displayed_first_time": true,
  "addon": "email",
  "event": {
    // "Event > Message" object
    // or
    // "Event > Rich message" object
  },
  "agent": {
    "name": "Agent Smith",
    "id": "b5657aff34dd32e198160d54666df9d8",
    "avatar": "https://example.com/image25.png",
    "job_title": "Support Agent",
    "is_bot": false
  }
  }
}

Push payload

Field	Notes
`id`	ID of the greeting configured within the license.
`unique_id`	ID of the greeting that was generated, sent, and cancelled.
`event`	Greeting event (Message or Rich message)
`displayed_first_time`	`true` if the greeting was generated for the first time.
`agent`	Info about the Agent who sent the greeting.
`addon`	Additional greeting property

`greeting_accepted`

Indicates about a greeting accepted by the customer.

Sample push payload

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{
  "action": "greeting_accepted",
  "type": "push",
  "payload": {
  "unique_id": "Q40R0832IN"
  }
}

Push payload

Field	Notes
`unique_id`	ID of the greeting that was generated, sent, and accepted.

`greeting_canceled`

Indicates about a greeting rejected by the customer. Also, the push is sent when a new greeting automatically cancels the currently displayed one.

Sample push payload

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{
  "action": "greeting_canceled",
  "type": "push",
  "payload": {
    "unique_id": "Q10O0N5B5D"
  }
}

Push payload

Field	Notes
`unique_id`	ID of the greeting that was generated, sent, and rejected.

`queue_position_updated`

Indicates about an updated position in the queue and about the wait time.

Sample push payload

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{
  "action": "queue_position_updated",
  "type": "push",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "queue": {
      "position": 42,
      "wait_time": 1337
    }
  }
}

RTM pushes.css-1g0dr3m{margin-top:8px;}.css-1g0dr3m > label{margin:0 0 5px 0;}.css-1g0dr3m label + div{-webkit-box-pack:end;-webkit-justify-content:flex-end;-ms-flex-pack:end;justify-content:flex-end;}

Available pushes

Chats

incoming_chat

chat_deactivated

Push payload

Chat access

chat_transferred

Push payload

Chat users

user_added_to_chat

Push payload

user_removed_from_chat

Push payload

Events

incoming_event

event_updated

incoming_rich_message_postback

Properties

chat_properties_updated

Push payload

chat_properties_deleted

Push payload

thread_properties_updated

Push payload

thread_properties_deleted

Push payload

event_properties_updated

Push payload

event_properties_deleted

Push payload

Customers

customer_updated

customer_side_storage_updated

Push payload

Status

customer_disconnected

Push payload

Possible reasons

Other

incoming_typing_indicator

incoming_multicast

Push payload

events_marked_as_seen

incoming_greeting

Push payload

greeting_accepted

Push payload

greeting_canceled

Push payload

queue_position_updated

RTM pushes

`incoming_chat`

`chat_deactivated`

`chat_transferred`

`user_added_to_chat`

`user_removed_from_chat`

`incoming_event`

`event_updated`

`incoming_rich_message_postback`

`chat_properties_updated`

`chat_properties_deleted`

`thread_properties_updated`

`thread_properties_deleted`

`event_properties_updated`

`event_properties_deleted`

`customer_updated`

`customer_side_storage_updated`

`customer_disconnected`

`incoming_typing_indicator`

`incoming_multicast`

`events_marked_as_seen`

`incoming_greeting`

`greeting_accepted`

`greeting_canceled`

`queue_position_updated`