RTM API Reference

Introduction

Versioning

This document describes the Customer 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 - Customer 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.

Customer 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 Customer Chat Web API instead.

Access

The basics on authorization and server pinging in the Customer Chat RTM API.

Authorization

Customer authorization is handled with access tokens. Find out how to get an access token from Customer authorization flow. 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.

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 Customer 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/customer/rtm/ws

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

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/customer/rtm/ws`

When connecting to the Customer Chat RTM API, clients have to send over the required query string parameters.

Required parameter	Data type	Notes
`license_id`	`integer`	LiveChat account ID

Available methods


Chats	`list_chats` `list_threads` `get_chat` `start_chat` `resume_chat` `deactivate_chat`
Events	`send_event` `send_rich_message_postback` `send_sneak_peek`
Properties	`update_chat_properties` `delete_chat_properties` `update_thread_properties` `delete_thread_properties` `update_event_properties` `delete_event_properties`
Customers	`update_customer` `update_customer_page` `set_customer_session_fields` `get_customer`
Status	`login` `list_group_statuses`
Other	`get_form` `get_predicted_agent` `get_url_info` `mark_events_as_seen` `accept_greeting` `cancel_greeting`

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
  }
}

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 a Customer participated in.

Specifics


Action	`list_chats`
Web API equivalent	`list_chats`
Push message	-

Request

Parameter	Required	Type	Notes
`limit`	No	`number`	Default: 10, maximum: 25
`sort_order`	No	`string`	Possible values: `asc`, `desc` (default). Chat summaries are sorted by the creation date of its last thread.
`page_id`	No	`string`

Response

Field	Data type	Notes
`total_chats`	`number`	An estimated number. The real number of found chats can slightly differ.
`next_page_id`	`string`	In relation to `page_id` specified in the request. Appears in the response only when there's the next page.
`previous_page_id`	`string`	In relation to `page_id` specified in the request. Appears in the response only when there's the previous page.
`chats_summary`	`array`	Array of Chat summary data structures.

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==",
    "chats_summary": [{
      "id": "PJ0MRSHTDG",
      "last_thread_id": "K600PKZON8",
      "last_thread_created_at": "2020-05-08T08:22:21.128420Z",
      "last_event_per_type": {
        "message": {
          "thread_id": "K600PKZON9",
          "thread_created_at": "2020-05-07T07:11:28.288340Z",
          "event": {
            "id": "Q298LUVPRH_1",
            "created_at": "2019-12-09T12:01:18.909000Z",
            "type": "message",
            "text": "hello world",
            "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
          }
        }
      },
      "users": [{
        "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
        "type": "customer",
        "present": true
      }, {
        "id": "b5657aff34dd32e198160d54666df9d8",
        "name": "Agent Smith",
        "type": "agent",
        "present": true,
        "avatar": "https://example.com/avatar.png",
        "job_title": "Support Agent"
      }],
      "access": {
        "group_ids": [0]
      },
      "properties": {
        // "Properties" object
      },
      "active": true
    }],
    "total_chats": 1
  }
}

List Threads

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

Specifics


Action	`list_threads`
Web API equivalent	`list_threads`
Push message	-

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`
`sort_order`	No	`string`	Possible values: `asc` - oldest threads first and `desc` - newest threads first (default).
`limit`	No	`number`	Default: 3, maximum: 100
`page_id`	No	`string`
`min_events_count`	No	`number`	Range: 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.

You cannot use both limit 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>",
  "action": "get_chat",
  "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",
        "bbb67d600796e9f277e360e842418833"
      ],
      "events": [{
        "id": "Q20N9CKRX2_1",
        "created_at": "2019-12-17T07:57:41.512000Z",
        "recipients": "all",
        "type": "message",
        "text": "Hello",
        "author_id": "bbb67d600796e9f277e360e842418833"
      }],
      "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

Specifics


Action	`get_chat`
Web API equivalent	`get_chat`
Push message	-

Request

Parameter	Required	Data type
`chat_id`	Yes	`string`
`thread_id`	No	`string`	Default: 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",
        "b5657aff34dd32e198160d54666df9d8"
      ],
      "events": [{
        "id": "Q20N9CKRX2_1",
        "created_at": "2019-12-17T07:57:41.512000Z",
        "type": "message",
        "text": "Hello",
        "author_id": "b5657aff34dd32e198160d54666df9d8"
      }],
      "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
    }, {
      "id": "b5657aff34dd32e198160d54666df9d8",
      "name": "Agent Smith",
      "type": "agent",
      "present": true,
      "avatar": "https://example.com/avatar.jpg",
      "job_title": "Support Agent"
    }],
    "access": {
      "group_ids": [0]
    },
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string_value"
      }
    }
  }
}

Start Chat

Starts a chat.

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

Specifics


Action	`start_chat`
Web API equivalent	`start_chat`
Push message	`incoming_chat`

Request

Parameter	Required	Data type	Notes
`chat`	No	`object`
`chat.properties`	No	`object`	Initial chat properties
`chat.access`	No	`object`	Chat access to set, default: all agents.
`chat.users`	No	`array`	List of existing users. Only one user is allowed (type `customer`).
`chat.thread`	No	`object`
`chat.thread.events`	No	`array`	Initial chat events array. Does not support the `form` type event in the LiveChat app.
`chat.thread.properties`	No	`object`	Initial thread properties
`active`	No	`bool`	When set to `false`, creates an inactive thread; default: `true`.
`continuous`	No	`bool`	Starts chat as continuous (online group is not required); default: `false`.

Response

Field	Data type	Notes
`chat_id`	`string`
`thread_id`	`string`
`event_ids`	`[]string`	Returned 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


Action	`resume_chat`
Web API equivalent	`resume_chat`
Push message	`incoming_chat`

Request

Parameter	Required	Type	Notes
`chat`	Yes	`object`
`chat.id`	Yes	`string`	The ID of the chat that will be resumed.
`chat.access`	No	`object`	Chat access to set, default: all agents.
`chat.properties`	No	`object`	Initial chat properties
`chat.thread`	No	`object`
`chat.thread.events`	No	`array`	Initial chat events array
`chat.thread.properties`	No	`object`	Initial thread properties
`active`	No	`bool`	When set to `false`, creates an inactive thread; default: `true`.
`continuous`	No	`bool`	Sets a chat to the continuous mode. When unset, leaves the mode unchanged.

Response

Field	Data type	Notes
`thread_id`	`string`
`event_ids`	`[]string`	Returned 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": "resume_chat",
  "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


Action	`deactivate_chat`
Web API equivalent	`deactivate_chat`
Push message	`incoming_event` and `chat_deactivated`

Request

Parameter	Required	Data type
`id`	Yes	`string`

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
  }
}

Events

Send Event

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

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

Specifics


Action	`send_event`
Web API equivalent	`send_event`
Push message	`incoming_event`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to send the message to.
`event`	Yes	`object`	Event object. Does not support the `form` type event in the LiveChat app.
`attach_to_last_thread`	No	`bool`	The flag is ignored for active chats. For inactive chats: `true` – the event will be added to the last thread; `false` – the request will fail. Default: `false`.

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


Action	`send_rich_message_postback`
Web API equivalent	`send_rich_message_postback`
Push message	`incoming_rich_message_postback`*

*) incoming_rich_message_postback will be sent only for active threads.

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`
`event_id`	Yes	`string`
`postback`	Yes	`object`
`postback.id`	Yes	`string`	Postback name of the button
`postback.toggled`	Yes	`bool`	Postback toggled, `true` or `false`
`thread_id`	Yes	`string`

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
  }
}

Send Sneak Peek

Sends a sneak peek to a chat.

Specifics


Action	`send_sneak_peek`
Web API equivalent	`send_sneak_peek`
Push message	-

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat to send a sneak peek to.
`sneak_peek_text`	Yes	`string`	Sneak peek text

REQUEST

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{
  "action": "send_sneak_peek",
  "payload": {
  "chat_id": "PJ0MRSHTDG",
  "sneak_peek_text": "hello world"
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "send_sneak_peek",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Properties

Update Chat Properties

Specifics


Action	`update_chat_properties`
Web API equivalent	`update_chat_properties`
Push message	`chat_properties_updated`

Request

Parameter	Required	Data type	Notes
`id`	Yes	`string`	Id of the chat you to set a property for.
`properties`	Yes	`object`	Chat 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": "Q1GZ3FNAT9",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "Chat property value updated by Customer"
      }
    }
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "update_chat_properties",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Delete Chat Properties

Specifics


Action	`delete_chat_properties`
Web API equivalent	`delete_chat_properties`
Push message	`chat_properties_deleted`

Request

Parameter	Required	Data type	Notes
`id`	Yes	`string`	Id of the chat you want to delete properties of.
`properties`	Yes	`object`	Chat properties to delete.

REQUEST

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{
  "action": "delete_chat_properties",
  "payload": {
  "id": "Q1GZ3FNAT9",
  "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


Action	`update_thread_properties`
Web API equivalent	`update_thread_properties`
Push message	`thread_properties_updated`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to set properties for.
`thread_id`	Yes	`string`	Id of the thread you want to set properties for.
`properties`	Yes	`object`	Chat 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": "Q1GZ3FNAT9",
    "thread_id": "Q1GZ3FNAU9",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "Thread property value updated by Customer"
      }
    }
  }
}

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


Action	`delete_thread_properties`
Web API equivalent	`delete_thread_properties`
Push message	`thread_properties_deleted`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to delete the properties of.
`thread_id`	Yes	`string`	Id of the thread you want to delete the properties of.
`properties`	Yes	`object`	Thread properties to delete.

REQUEST

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{
  "action": "delete_thread_properties",
  "payload": {
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "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


Action	`update_event_properties`
Web API equivalent	`update_event_properties`
Push message	`event_properties_updated`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to set properties for.
`thread_id`	Yes	`string`	Id of the thread you want to set properties for.
`event_id`	Yes	`string`	Id of the event you want to set properties for.
`properties`	Yes	`object`	Chat 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_event_properties",
  "payload": {
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "event_id": "Q1GZ3FNAU9_1",
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "Event property value updated by Customer"
      }
    }
  }
}

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


Action	`delete_event_properties`
Web API equivalent	`delete_event_properties`
Push message	`event_properties_deleted`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to delete the properties of.
`thread_id`	Yes	`string`	Id of the thread you want to delete the properties of.
`event_id`	Yes	`string`	Id of the event you want to delete the properties of.
`properties`	Yes	`object`	Event properties to delete.

REQUEST

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{
  "action": "delete_event_properties",
  "payload": {
  "chat_id": "Q1GZ3FNAT9",
  "thread_id": "Q1GZ3FNAU9",
  "event_id": "Q1GZ3FNAU9_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
  }
}

Customers

Update Customer

Specifics


Action	`update_customer`
Web API equivalent	`update_customer`
Push message	`customer_updated`

Request

Parameter	Required	Data type	Notes
`name`	No	`string`
`email`	No	`string`
`avatar`	No	`string`	URL of the Customer's avatar.
`session_fields`	No	`[]object`	An array of custom object-enclosed `key:value` pairs. Respects the order of items.

At least one optional parameter needs to be included in the request payload.

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

REQUEST

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{
  "action": "update_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": "update_customer",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Update Customer Page

Specifics


Action	`update_customer_page`
Web API equivalent	-
Push message	-

Agent and referrer are updated by default using the browser’s headers.

Request

Parameter	Required	Data type
`url`	Yes	`string`
`title`	No	`string`

REQUEST

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{
  "action": "update_customer_page",
  "payload": {
  "url": "https://livechatinc.com/pricing"
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "update_customer_page",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Set Customer Session Fields

Specifics


Action	`set_customer_session_fields`
Web API equivalent	`set_customer_session_fields`
Push message	`customer_updated`

Request

Parameter	Required	Data type	Notes
`session_fields`	Yes	`[]object`	An array of custom object-enclosed `key:value` pairs. Respects the order of items. Max keys: 100

Agent and referrer are updated by default using the browser’s headers.

REQUEST

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{
  "action": "set_customer_session_fields",
  "payload": {
  "session_fields": [{
    "custom_key": "custom_value"
  }, {
    "another_custom_key": "another_custom_value"
  }],
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "set_customer_session_fields",
  "type": "response",
  "success": true,
  "payload": {
  // no response payload
  }
}

Get Customer

Returns the info about the Customer requesting it.

Specifics


Action	`get_customer`
Web API equivalent	`get_customer`
Push message	-

Response


`name`	Customer's name. Returned only if set.
`email`	Customer's email. Returned only if set.
`avatar`	Customer's avatar. Returned only if set.
`session_fields`	An array of custom object-enclosed `key:value` pairs. Returned only if set. Available for the session duration.

REQUEST

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{
  "action": "get_customer",
  "payload": {
  "session_fields": [{
    "custom_key": "custom_value"
  }, {
    "another_custom_key": "another_custom_value"
  }],
  }
}

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",
  "name": "Thomas Anderson", // optional
  "email": "t.anderson@example.com", // optional
  "avatar": "https://example.com/avatars/1.jpg", // optional
  "session_fields": [{ // optional
    "custom_key": "custom_value"
  }, {
    "another_custom_key": "another_custom_value"
  }]
  }
}

Status

Login

It returns the initial state of the current Customer.

Specifics


Action	`login`
Web API equivalent	-
Push message	-

Request

Parameter	Required	Data type	Notes
`token`	Yes	`string`	OAuth token from the Customer's account
`customer`	No	`object`
`customer.avatar`	No	`string`	The URL of the Customer's avatar
`customer.email`	No	`string`
`customer.name`	No	`string`
`customer.session_fields`	No	`[]object`	An array of custom object-enclosed `key:value` pairs. Respects the order of items.
`customer_page.title`	No	`string`
`customer_page.url`	No	`string`
`customer_side_storage`*	No	`object`	A map in the `"key": "value"` format
`is_mobile`	No	`bool`	Informs if logging in is performed from a mobile device.
`group_id`	No	`number`
`referrer`	No	`string`
`application`	No	`object`	Application info
`application.name`	No	`string`	Application name
`application.version`	No	`string`	Application version
`application.channel_type`	No	`string`	Application channel type
`pushes`	No	`object`	Use 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	`[]string`	A list of push subscriptions for a specific version;`<version>` is a version number, without `v` prefix. Possible values: push names.

*) We use customer_side_storage to keep some data on the client side. You should pass a map from the customer_side_storage_updated push payload to this field.

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": {
    "customer": {
      "id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f5",
      "name": "Thomas Anderson",
      "email": "t.anderson@example.com",
      "avatar": "https://example.com/avatar.png",
      "session_fields": [{
        "custom_key": "custom_value"
      }, {
        "another_custom_key": "another_custom_value"
      }],
      "statistics": {
        "chats_count": 2,
        "threads_count": 9,
        "visits_count": 15,
        "page_views_count": 40,
        "greetings_shown_count": 20,
        "greetings_accepted_count": 1
      }
    },
    "has_active_thread": true,
    "chats": [{
      "chat_id": "PJ0MRSHTDG",
      "has_unread_events": true
    }],
    "greeting": {
      "accepted": true, // Customer has seen the greeting
      "id": 342543723,
      "unique_id": "e35a4fb4106d87e550fe1af480639058",
      "addon": "email",
      "subtype": "announcement",
      "event": {
        // "Event > Message" object
        // or
        // "Event > Rich message" object
      },
      "agent": {
        "id": "b5657aff34dd32e198160d54666df9d8",
        "name": "Agent Smith",
        "type": "agent",
        "avatar": "https://example.com/avatar.png",
        "job_title": "Support Agent",
        "is_bot": false
      },
      "displayed_first_time": true
    },
    "__priv_dynamic_config": {
      "online_groups_ids": [1, 3],
      "customer_groups": {
        "monitoring": {
          "id": 1,
          "static_config_url": "/licence/1520/get_static_config.121.1808829.94.95.39446.4011.2385.398.160.552.58.337.44320.js",
          "language_config_url": "/licence/1520/v2/localization.en.121.004b8e014f50ea0c6ad6227162f7d18f_40d391a9adcdbf190e62fcd21c865bf2.js"
        }
      }
    }
  }
}

List Group Statuses

Specifics


Action	`list_group_statuses`
Web API equivalent	`list_group_statuses`
Push message	-

Request

Parameter	Required	Data type	Notes
`all`	No	`bool`	If set to `true`, you will get statuses of all the groups.
`group_ids`	No	`array`	A table of a groups' IDs

One of the optional parameters needs to be included in the request payload.

Response


`Group Not Found`	If you send `group_id` of a group that doesn't exists, the id won't be included in the resposne payload.

REQUEST

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{
  "action": "list_group_statuses",
  "payload": {
  "all": true
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "list_group_statuses",
  "type": "response",
  "success": true,
  "payload": {
  "groups_status": {
    //1,2,3 are group ids, online/offline/online_for_queue are statuses of the groups

    1: "online",
    2: "offline",
    3: "online_for_queue"
  }
  }
}

Other

Get Form

Returns an empty ticket form of a prechat or postchat survey.

Specifics


Action	`get_form`
Web API equivalent	`get_form`
Push message	-

Request

Parameter	Required	Data type	Notes
`group_id`	Yes	`number`	Id of the group from which you want the form.
`type`	Yes	`string`	Form type. Possible values: `prechat`, `postchat`, or `ticket`.

Response

Field	Notes
`enabled`	If `enabled: false`, the `form` object is not returned. Prechat/postchat survey disabled in the LiveChat Agent App UI.
`form`	The Form data structure.

REQUEST

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{
  "action": "get_form",
  "payload": {
  "group_id": 0,
  "type": "prechat"
  }
}

Response

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{
  "form": {
    // "Form" object
  },
  "enabled": true
}

Get Predicted Agent

Gets the predicted Agent - the one the Customer will chat with when the chat starts.

Specifics


Action	`get_predicted_agent`
Web API equivalent	`get_predicted_agent`
Push message	-

Response

Field	Data type	Notes
`queue`	`bool`	If `true`, the chat will be queued.

REQUEST

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{
  "action": "get_predicted_agent",
  "payload": {}
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "get_predicted_agent",
  "type": "response",
  "success": true,
  "payload": {
    "agent": {
      "id": "b5657aff34dd32e198160d54666df9d8",
      "name": "Agent Smith",
      "avatar": "https://example.avatar/example.com",
      "is_bot": false,
      "job_title": "support hero",
      "type": "agent"
    },
    "queue": false
  }
}

Get URL Info

It returns the info on a given URL.

Specifics


Action	`get_url_info`
Web API equivalent	`get_url_info`
Push message	-

Request

Parameter	Required	Data type	Notes
`url`	Yes	`string`	Valid website URL

Response

Field	Data type	Notes
`image_url`	`string`	URL of the minified image hosted on the LiveChat's CDN
`image_original_url`	`string`	URL of the original image

REQUEST

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{
  "action": "get_url_info",
  "payload": {
  "url": "https://livechatinc.com"
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "get_url_info",
  "type": "response",
  "success": true,
  "payload": {
  "title": "LiveChat | Live Chat Software and Help Desk Software",
  "description": "LiveChat - premium live chat software and help desk software for business. Over 24 000 companies from 150 countries use LiveChat. Try now, chat for free!",
  "image_url": "https://example.com/image.png",
  "image_original_url": "https://example-original-url.com/image.png",
  "image_width": 200,
  "image_height": 200,
  "url": "https://livechatinc.com"
  }
}

Mark Events As Seen

Specifics


Action	`mark_events_as_seen`
Web API equivalent	`mark_events_as_seen`
Push message	`events_marked_as_seen`

Request

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`
`seen_up_to`	Yes	`string`	RFC 3339 date-time format

Response

No response payload (200 OK).

REQUEST

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{
  "action": "mark_events_as_seen",
  "payload": {
  "chat_id": "PJ0MRSHTDG",
  "seen_up_to": "2017-10-12T15:19:21.010200Z"
  }
}

Accept Greeting

Marks an incoming greeting as seen.

How it's implemented in LiveChat:

The Chat Widget uses this method to inform that a Customer has seen a greeting. Based on that, the Reports section displays the greetings that were actually seen by Customers, not all the sent greetings. If a Customer started a chat from a greeting, but the Accept Method wasn't executed, the greeting is still counted as seen in Reports.

Specifics


Action	`accept_greeting`
Web API equivalent	`accept_greeting`
Push message	`greeting_accepted`

Request

Parameter	Required	Data type	Notes
`greeting_id`	Yes	`number`	ID of the greeting configured within the license to accept.
`unique_id`	Yes	`string`	ID of the greeting to accept. You can get it from the `incoming_greeting` push.

REQUEST

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{
  "action": "accept_greeting",
  "payload": {
    "greeting_id": 7,
    "unique_id": "Q10X0W041P"
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "accept_greeting",
  "type": "response",
  "payload": {
    // no response payload
  },
  "success": true
}

Cancel Greeting

Cancels a greeting (an invitation to the chat). For example, Customers could cancel greetings by minimizing the chat widget with a greeting.

Specifics


Action	`cancel_greeting`
Web API equivalent	`cancel_greeting`
Push message	`greeting_canceled`

Request

Parameter	Required	Data type	Notes
`unique_id`	Yes	`string`	ID of the greeting to cancel. You can get it from the `incoming_greeting` push.

REQUEST

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{
  "action": "cancel_greeting",
  "payload": {
    "unique_id": "Q10X0W041P"
  }
}

Response

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{
  "request_id": "<request_id>", // optional
  "action": "cancel_greeting",
  "type": "response",
  "payload": {
  // no response payload
  },
  "success": true
}

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

See available pushes

The general push format

Copied!

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

Errors

General error format

Copied!

{
  "error": {
    "type": "misdirected_request",
    "message": "Wrong region",
    "data": {
      // optional
      "region": "dal"
    }
  }
}

Possible errors

Error type	Default message	Description
`authentication`	Authentication error	An invalid or expired access token.
`authorization`	Authorization error	User is not allowed to perform the action.
`customer_banned`	Customer is banned	The customer had been banned.
`greeting_not_found`	Greeting not found
`group_not_found`	Group not found
`group_offline`	Group is offline	Thrown in response to Get Predicted Agent.
`group_unavailable`	No agent available for group	Thrown in response to Get Predicted Agent. The group is online, but there are no available Agents.
`groups_offline`	Groups offline
`internal`	Internal server error
`license_expired`	License expired	The end of license trial or subcription.
`pending_requests_limit_reached`	Requests limit reached	The limit of pending requests within one websocket connection has been reached. The limit is 10.
`request_timeout`	Request timed out	Timeout threshold is 15 seconds.
`service_unavailable`	Service unavailable	New requests are temporarily not being accepted.
`too_many_requests`	Too many requests	The request's rate limit was exceeded. It'll be unblocked automatically after some time.
`unsupported_version`	Cannot call unsupported API versions.	Unsupported protocol version.
`users_limit_reached`	Users limit reached	Displayed on the attempt of logging in. The limit of online Customers for a given license has been reached.
`validation`	Wrong format of request
`wrong_product_version`	Wrong product version	License 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!