Other

Mark events as seen

Specifics


Action	`mark_events_as_seen`
Required scopes	or
Push message	`events_marked_as_seen`

Request

Parameter	Required	Type	Notes
`chat_id`	Yes	`string`
`seen_up_to`	Yes	`string`	The RFC 3339 date-time format.

No response payload.

Request

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

Response

{
  "request_id": "<request_id>",
  "action": "mark_events_as_seen",
  "type": "response",
  "success": true,
  "payload": {}
}

Send thinking indicator

Specifics


Action	`send_thinking_indicator`
Required scopes	or
Push message	`incoming_thinking_indicator`

Request

Parameter	Required	Type	Notes
`chat_id`	Yes	`string`	The ID of the chat you want to send the thinking indicator to.
`title`	No	`string`
`description`	No	`string`
`visibility`	No	`string`	Possible values: `all`, `agents`. Default: `all`.
`custom_id`	No	`string`

No response payload.

Request

{
  "action": "send_thinking_indicator",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "title": "Thinking...",
    "description": "Fetching data from the Billing API...",
    "visibility": "all",
    "custom_id": "31-0C-1C-07-DB-16"
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "send_thinking_indicator",
  "type": "response",
  "success": true,
  "payload": {}
}

Send typing indicator

Specifics


Action	`send_typing_indicator`
Required scopes	or
Push message	—

Request

Parameter	Required	Type	Notes
`chat_id`	Yes	`string`	The ID of the chat you want to send the typing indicator to.
`visibility`	No	`string`	Possible values: `all`, `agents`. Default: `all`.
`is_typing`	Yes	`bool`	Whether the agent is currently typing.

No response payload.

Request

{
  "action": "send_typing_indicator",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "is_typing": true
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "send_typing_indicator",
  "type": "response",
  "success": true,
  "payload": {}
}

Multicast

Sends a chat-unrelated message. Messages sent using multicast are not saved. For example, it could be used in an app that sends notifications to agents when a specific condition is met (for instance, when an important customer starts a chat). Specifics


Action	`multicast`
Required scopes	`multicast:rw`
Push message	`incoming_multicast`

Request

Parameter	Required	Type	Notes
`recipients`	Yes	`object`	At least one of `recipients.agents.all`, `recipients.agents.ids`, or `recipients.agents.groups` is required.
`recipients.agents`	No	`object`
`recipients.agents.all`	No	`bool`	If set to `true`: includes all agents.
`recipients.agents.ids`	No	`[]string`	An array of agent IDs.
`recipients.agents.groups`	No	`[]string`	An array of group IDs.
`content`	Yes	`any`	A JSON message to be sent.
`type`	No	`string`	The multicast message type.

No response payload.

Request

{
  "action": "multicast",
  "payload": {
    "recipients": {
      "agents": {
        "all": true,
        "ids": ["smith@example.com", "agent@example.com"],
        "groups": [1, 2]
      }
    },
    "content": {
      "example": {
        "nested": "json"
      }
    }
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "multicast",
  "type": "response",
  "success": true,
  "payload": {}
}

List agents for transfer

Returns the agents you can transfer a chat to. Agents are sorted ascendingly by the total number of active chats they have. Note that:

The method only returns agents with statuses online and not accepting chats. Offline agents aren’t returned.
Only chats with customers are taken into account in total_active_chats.

Specifics


Action	`list_agents_for_transfer`
Required scopes	—
Push message	—

Request

Parameter	Required	Type	Notes
`chat_id`	Yes	`string`	The ID of the chat you want to transfer.

Response An array of objects, each containing:

Field	Type	Notes
`agent_id`	`string`
`active_chats`	`number`	The number of active chats the agent currently handles.

Request

{
  "action": "list_agents_for_transfer",
  "payload": {
    "chat_id": "PJ0MRSHTDG"
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "list_agents_for_transfer",
  "type": "response",
  "success": true,
  "payload": [
    {
      "agent_id": "smith@example.com",
      "active_chats": 2
    },
    {
      "agent_id": "agent@example.com",
      "active_chats": 5
    }
  ]
}

Request thread summary

Requests an AI-generated summary of a specific thread. A deactivated thread can be summarized only once. For active threads, this method can be called multiple times, and the resulting summaries will be delivered as system events inside the thread. Specifics


Action	`request_thread_summary`
Required scopes	or
Push message	`thread_summary_set`

Request

Parameter	Required	Type	Notes
`chat_id`	Yes	`string`
`thread_id`	Yes	`string`

No response payload.

Request

{
  "action": "request_thread_summary",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "PJ0MRSHTFG"
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "request_thread_summary",
  "type": "response",
  "success": true,
  "payload": {}
}

Overview

Methods

Mark events as seen

Send thinking indicator

Send typing indicator

Multicast

List agents for transfer

Request thread summary

​Mark events as seen

​Send thinking indicator

​Send typing indicator

​Multicast

​List agents for transfer

​Request thread summary

Mark events as seen

Send thinking indicator

Send typing indicator

Multicast

List agents for transfer

Request thread summary