Contents
Interactions On Chat Channel
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The following operations are available:
| Operation Name | HTTP Operation | Description | Type | Permissions |
|---|---|---|---|---|
| Accept | POST | This operation can be performed after a new interaction notification arrives. Accepting an interaction allows Agents to start working on it. | Chat Specific | Agent |
| Reject | POST | This operation can be performed after a new interaction notification arrives. Rejecting an interaction allows an Agent the opportunity to work on a different one. | General Interaction | Agent |
| SendMessage | POST | This operation can be performed whenever an agent wants to send a message to other chat participants. | Chat Specific | Agent |
| SendNotification | POST | This operation can be performed to send notifications to other chat participants (for example, 'agent typing'). | Chat Specific | Agent |
| Transfer | POST | This operation can be performed while working on an interaction. The interaction can be transferred to another agent or to a group of agents associated with a skill. | General Interaction | Agent |
| StopProcessing | POST | This operation can be performed after an agent has finished working on an interaction. | General Interaction | Agent |
| RequestChatHistory | POST | This operation can be performed to get the chat history. Only agents who are participating in the chat can execute this operation. | Chat Specific | Agent |
| InitiateConsulation | POST | This operation can be performed to initiate a consultation. | Chat Specific | Agent |
| CompleteTransfer | POST | This operation transforms a consultation to a transfer. | Chat Specific | Agent |
| CompleteConference | POST | This operation transforms a consultation to a conference. | Chat Specific | Agent |
Accept
After successfully executing this operation, a cometD notification will come with complete chat history up until this point.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"Accept",
"nickname":agent-nickname-to-be-displayed-in-chat
}
HTTP Response
Success
{
"statusCode": 0
}
Failure
{
"statusCode": an integer value above 0,
"statusMessage":details
}
For details on the statusCode value, please refer to the All Methods sub-section of the Return Values section.
SendMessage
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"SendMessage",
"text":string-representation-of-text
}
HTTP Response
Success
{
"statusCode": 0
}
Failure
{
"statusCode": an integer value above 0,
"statusMessage":details
}
For details on the statusCode value, please refer to the All Methods sub-section of the Return Values section.
SendNotification
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"SendNotification",
"notifcation":TypingStarted, TypingStopped
}
HTTP Response
Success
{
"statusCode": 0
}
Failure
{
"statusCode": an integer value above 0,
"statusMessage":details
}
For details on the statusCode value, please refer to the All Methods sub-section of the Return Values section.
RequestChatHistory
After this request is received, the chat history will be sent via cometD notification.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"RequestChatHistory",
"eventId", event-id-from-which-to-start-chat-history (optional)
}
HTTP Response
Success
{
"statusCode": 0
}
InitiateConsultation
After this request is received, a chat consultation with an agent will be started. This operation should also used for Two-Step Transfer and Two-Step Conference
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"StartChatConsultation",
"agentId": unique alpha-numeric identifier for user
}
HTTP Response
{
"status":0
}
CompleteTransfer
After this request is received, a chat interaction will be transferred to the agent with whom consultation was initiated using InitiateConsultation. This will complete the Two-Step Transfer.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"CompleteTransfer"
}
HTTP Response
{
"status":0
}
CompleteConference
After this request is received, a chat interaction will be conferenced with the agent with whom consultation was initiated using InitiateConsultation. This will complete the Two-Step Conference.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"LeaveChatConsultation"
}
HTTP Response
{
"status":0
}
See also: