Interaction SDK
(Web Services)

Service: InteractionChatService


This service handles the chat interactions with a customer.
Attribute Summary
com.genesyslab.ail.ws.interaction.chat.InteractionChatAction[] interaction.chat:actionsPossible
           The possible actions on the chat interaction.
com.genesyslab.ail.ws.interaction.SuggestedCategory[] interaction.chat:addSuggestedCategories
           Adds or updates the suggested categories for this chat.
String[] interaction.chat:availableQueuesForChildInteraction
           The queues in which a child interaction can be created. This corresponds to the 'Output Queues' of the Interaction Workflow Designer (IWD).
String[] interaction.chat:availableQueuesForThisInteraction
           The queues where this interaction can be put. This corresponds to the 'Input Queues' of the Interaction Workflow Designer (IWD).
String interaction.chat:categoryId
           ID of the category assigned to this interaction (by manual override at the desktop level).
String interaction.chat:cobrowseIdParty
           The CoBrowse id party, or null if there is no CoBrowse party.
long interaction.chat:duration
           The duration of this chat session in seconds.
com.genesyslab.ail.ws.interaction.chat.ChatEvent[] interaction.chat:events
           Events received since the beginning of the chat session.
com.genesyslab.ail.ws.interaction.chat.ChatEventType interaction.chat:eventType
           The chat event type.
String interaction.chat:externalId
           External identifier that was assigned to this interaction.
boolean interaction.chat:isCategoryApproved
           Tells whether an agent has approved or disapproved the category ID assigned to the interaction. If null, no agent has given a feedback on the suggested category. If true, an agent has approved it. If false, an agent has disapproved it. Note: if false and if the assigned category has the max relevancy of the suggested categories, all the suggested categories are disapproved.
boolean interaction.chat:isMarkDoneAvailable
           true if this interaction can be stopped with no more processing.
boolean interaction.chat:isOnLine
           true if the chat interaction has a corresponding session in the Chat Server.
com.genesyslab.ail.ws.interaction.chat.ChatMessage interaction.chat:messageEvent
           The message received on a chat event. Note: This attribute is only received when subscribing to ChatEvent and a message is received
com.genesyslab.ail.ws.interaction.chat.ChatMessage[] interaction.chat:messages
           All the messages exchanged from the beginning of the session or null if no message.
String interaction.chat:nickname
           Nickname of the agent. Your application has to write this attribute value before answering, otherwise the nickname is the username of the agent.
com.genesyslab.ail.ws.interaction.chat.ChatParty[] interaction.chat:parties
           All the known parties on this chat session.
com.genesyslab.ail.ws.interaction.chat.ChatParty interaction.chat:partyEvent
           The party on a chat event. Note: This attribute is only received when a party joined or left the chat session.
com.genesyslab.ail.ws.interaction.chat.ChatPartyType interaction.chat:partyType
           The chat party type.
String interaction.chat:pushURL
           pushed URL
String interaction.chat:queue
           The queue of this interaction. Note that an interaction still is in the queue even when it is handled by an agent or a router.
String interaction.chat:structTextMimeType
           The MIME type of the structuredText field. Must comply with rules described in RFC 2046. See MimeType domain definition for further information.
String interaction.chat:structuredText
           The structured text of the interaction. It allows easy access to the structured interaction information. For an e-mail whose body is HTML-formatted, the structured text is the HTML body. For a chat transcript, the structured text is some formatted version of the transcript.
com.genesyslab.ail.ws.interaction.SuggestedCategory[] interaction.chat:suggestedCategories
           The suggested categories for this chat as a list of SuggestedCategory.
com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility interaction.chat:visibility
           The visibility of the agent. Your application has to write this attribute value before answering to specify the join mode, or once the agent has joined to change the agent visibility.

Method Summary
void answer
           Answers this interaction.
void answerExtended
           Answers this interaction with extended parameters.
void clear
           Disconnects from the Chat Server in after_action mode 'ForceClose' or 'CloseIfNoAgents'. To disconnect in after_action mode 'KeepAlive' , use release method.
void conferenceAgent
           Requests an agent or supervisor to join the chat session. If failure, the initiator will receive an Error InteractionEvent containing error description in extensions. If success, the invited agent will receive a RINGING InteractionEvent containing in extensions: RINGING_CONFERENCED = initiator, RINGING_CONFERENCE_REASON = reason, RINGING_CONFERENCE_VISIBILITY = ChatPartyVisibility
void conferencePlace
           Requests an agent or supervisor to join the chat session. If failure, the initiator will receive an Error InteractionEvent containing error description in extensions. If success, the invited agent will receive a RINGING InteractionEvent containing in extensions: RINGING_CONFERENCED = initiator, RINGING_CONFERENCE_REASON = reason, RINGING_CONFERENCE_VISIBILITY = ChatPartyVisibility
void delete
           Deletes this interaction.
void markDone
           Marks this interaction as done.
void merge
           Moves this interaction into the history of another contact. This is useful if an agent discovers that the interaction has been assigned to the wrong contact, or that this interaction is duplicated elsewhere in the contact database. This method allows the agent to merge this interaction into the history of the correct contact, or to similarly merge all interactions that were mistakenly applied to this contact.
void placeInQueue
           Places an interaction into a queue.
void pushURL
           Pushes a URL to participants in the specified chat interaction
void release
           Releases this interaction.
void sendMessage
           Sends a chat message to all the parties.
void startTyping
           Sends a startTyping message to participants in the specified chat interaction
void stopTyping
           Sends a stopTyping message to participants in the specified chat interaction
void transferAgent
           Transfers an interaction on another agent.
void transferPlace
           Transfers an interaction on a place.
void transferQueue
           Transfers an interaction on a queue.

Event Summary
ChatEvent
           Chat event

Attribute Detail

Attributes of domain interaction.chat

Chat interaction attributes definition


actionsPossible

Type: com.genesyslab.ail.ws.interaction.chat.InteractionChatAction[]
The possible actions on the chat interaction.
Properties: event


addSuggestedCategories

Type: com.genesyslab.ail.ws.interaction.SuggestedCategory[]
Adds or updates the suggested categories for this chat.
Properties: write


availableQueuesForChildInteraction

Type: String[]
The queues in which a child interaction can be created. This corresponds to the 'Output Queues' of the Interaction Workflow Designer (IWD).
Properties: read event


availableQueuesForThisInteraction

Type: String[]
The queues where this interaction can be put. This corresponds to the 'Input Queues' of the Interaction Workflow Designer (IWD).
Properties: read event


categoryId

Type: String
ID of the category assigned to this interaction (by manual override at the desktop level).
Properties: read write event


cobrowseIdParty

Type: String
The CoBrowse id party, or null if there is no CoBrowse party.
Properties: read


duration

Type: long
The duration of this chat session in seconds.
Properties: read read-default


events

Type: com.genesyslab.ail.ws.interaction.chat.ChatEvent[]
Events received since the beginning of the chat session.
Properties: read


eventType

Type: com.genesyslab.ail.ws.interaction.chat.ChatEventType
The chat event type.
Properties: event-default event


externalId

Type: String
External identifier that was assigned to this interaction.
Properties: read write event


isCategoryApproved

Type: boolean
Tells whether an agent has approved or disapproved the category ID assigned to the interaction. If null, no agent has given a feedback on the suggested category. If true, an agent has approved it. If false, an agent has disapproved it. Note: if false and if the assigned category has the max relevancy of the suggested categories, all the suggested categories are disapproved.
Properties: read write event


isMarkDoneAvailable

Type: boolean
true if this interaction can be stopped with no more processing.
Properties: read event


isOnLine

Type: boolean
true if the chat interaction has a corresponding session in the Chat Server.
Properties: read


messageEvent

Type: com.genesyslab.ail.ws.interaction.chat.ChatMessage
The message received on a chat event. Note: This attribute is only received when subscribing to ChatEvent and a message is received
Properties: event-default event


messages

Type: com.genesyslab.ail.ws.interaction.chat.ChatMessage[]
All the messages exchanged from the beginning of the session or null if no message.
Properties: read


nickname

Type: String
Nickname of the agent. Your application has to write this attribute value before answering, otherwise the nickname is the username of the agent.
Properties: read write


parties

Type: com.genesyslab.ail.ws.interaction.chat.ChatParty[]
All the known parties on this chat session.
Properties: read read-default


partyEvent

Type: com.genesyslab.ail.ws.interaction.chat.ChatParty
The party on a chat event. Note: This attribute is only received when a party joined or left the chat session.
Properties: event-default event


partyType

Type: com.genesyslab.ail.ws.interaction.chat.ChatPartyType
The chat party type.
Properties: read write


pushURL

Type: String
pushed URL
Properties: event-default event


queue

Type: String
The queue of this interaction. Note that an interaction still is in the queue even when it is handled by an agent or a router.
Properties: read read-default event


structTextMimeType

Type: String
The MIME type of the structuredText field. Must comply with rules described in RFC 2046. See MimeType domain definition for further information.
Properties: read write event


structuredText

Type: String
The structured text of the interaction. It allows easy access to the structured interaction information. For an e-mail whose body is HTML-formatted, the structured text is the HTML body. For a chat transcript, the structured text is some formatted version of the transcript.
Properties: read write event


suggestedCategories

Type: com.genesyslab.ail.ws.interaction.SuggestedCategory[]
The suggested categories for this chat as a list of SuggestedCategory.
Properties: read event


visibility

Type: com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility
The visibility of the agent. Your application has to write this attribute value before answering to specify the join mode, or once the agent has joined to change the agent visibility.
Properties: read write


Method Detail

answer

Answers this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


answerExtended

Answers this interaction with extended parameters.
Parameters:

  interactionId  String
   The interaction identifier.

  nickname  String
   The party nickname. If null the nickname will be the user name.

  partyType  com.genesyslab.ail.ws.interaction.chat.ChatPartyType
   The party type.

  visibility  com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility
   The visibility. Specifies the join mode.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


clear

Disconnects from the Chat Server in after_action mode 'ForceClose' or 'CloseIfNoAgents'. To disconnect in after_action mode 'KeepAlive' , use release method.
Parameters:

  interactionId  String
   The interaction identifier.

  forceExit  boolean
   If true after_action = ForceClose, otherwise after_action = CloseIfNoAgents

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.BadInteractionType

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


conferenceAgent

Requests an agent or supervisor to join the chat session. If failure, the initiator will receive an Error InteractionEvent containing error description in extensions. If success, the invited agent will receive a RINGING InteractionEvent containing in extensions: RINGING_CONFERENCED = initiator, RINGING_CONFERENCE_REASON = reason, RINGING_CONFERENCE_VISIBILITY = ChatPartyVisibility
Parameters:

  interactionId  String
   The interaction identifier.

  invitedAgentId  String
   The ID of the invited agent.

  visibility  com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility
   The visibility.

  reason  String
   The reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.BadInteractionType

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


conferencePlace

Requests an agent or supervisor to join the chat session. If failure, the initiator will receive an Error InteractionEvent containing error description in extensions. If success, the invited agent will receive a RINGING InteractionEvent containing in extensions: RINGING_CONFERENCED = initiator, RINGING_CONFERENCE_REASON = reason, RINGING_CONFERENCE_VISIBILITY = ChatPartyVisibility
Parameters:

  interactionId  String
   The interaction identifier.

  placeId  String
   The placeId.

  visibility  com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility
   The visibility.

  reason  String
   The reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.BadInteractionType

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


delete

Deletes this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


markDone

Marks this interaction as done.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


merge

Moves this interaction into the history of another contact. This is useful if an agent discovers that the interaction has been assigned to the wrong contact, or that this interaction is duplicated elsewhere in the contact database. This method allows the agent to merge this interaction into the history of the correct contact, or to similarly merge all interactions that were mistakenly applied to this contact.
Parameters:

  interactionId  String
   The interaction identifier.

  contactId  String
   The contact into whose history this interaction must be merged

  all  boolean
   If true, also merges all the interactions of the same contact.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


placeInQueue

Places an interaction into a queue.
Parameters:

  interactionId  String
   The interaction identifier.

  queue  String
   The queue.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


pushURL

Pushes a URL to participants in the specified chat interaction
Parameters:

  interactionId  String
   The interaction identifier.

  url  String
   The URL to push. No checking is enforced on the URL format.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


release

Releases this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


sendMessage

Sends a chat message to all the parties.
Parameters:

  interactionId  String
   The interaction identifier.

  message  String
   The message to be sent to all the parties depending on the visibility.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.BadInteractionType


startTyping

Sends a startTyping message to participants in the specified chat interaction
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


stopTyping

Sends a stopTyping message to participants in the specified chat interaction
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


transferAgent

Transfers an interaction on another agent.
Parameters:

  interactionId  String
   The interaction identifier.

  agentId  String
   The Agent identifier.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


transferPlace

Transfers an interaction on a place.
Parameters:

  interactionId  String
   The interaction identifier.

  placeId  String
   The place identifier.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


transferQueue

Transfers an interaction on a queue.
Parameters:

  interactionId  String
   The interaction identifier.

  queue  String
   The queue to transfer.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


Event Detail

ChatEvent

Chat event
Available attributes:  interaction.chat:* and interaction:interactionId

Filters:

Triggers:

  Key: AGENT   Value: agentId  -  Subscribes on this agent

  Key: PLACE   Value: placeId  -  Subscribes on this place


Interaction SDK
(Web Services)