Status

Returns the initial state of the current agent. Specifics


Action	`login`
Required scopes	and and and and
Push message	—

Request

Parameter	Required	Type	Notes
`token`	Yes	`string`	The OAuth token from the agent’s account.
`timezone`	No	`string`
`reconnect`	No	`bool`	If set to `true`: reconnecting sets the status to the last known state instead of the default one.
`application`	No	`object`
`application.name`	No	`string`	The application name.
`application.version`	No	`string`	The application version.
`away`	No	`bool`	If set to `true`: the connection is set to the `away` state. Default: `false`.
`customer_monitoring_level`	No	`string`	Possible values: `my`, `chatting`, `invited`, `online`, `highest_available`. Default: `my` if `login` creates the first session; otherwise preserves the current `customer_monitoring_level`.
`pushes`	No	`object`	Use case: when you want to receive only specific pushes. Default: `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 the `v` prefix. Possible values: push names. Required when `pushes` is provided.

customer_monitoring_level values:

my — only the customers from chats the agent is assigned to
chatting — all customers that are chatting within the groups the agent is assigned to
invited — all customers that are invited to chat within the groups the agent is assigned to
online — all customers visiting the website assigned to the agent’s groups
highest_available — sets customer monitoring level to the highest available level based on license configuration

Response

Field	Type	Notes
`access`	`object`
`properties`	`object`

Request

{
  "action": "login",
  "payload": {
    "token": "Bearer us-south1:test_1fgTbfXmgthj4cZSA",
    "pushes": {
      "3.6": ["incoming_chat", "incoming_multicast"],
      "3.7": ["all"]
    }
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "login",
  "type": "response",
  "success": true,
  "payload": {
    "license": {
      "id": "104130623",
      "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
      "plan": "enterprise",
      "expiration_timestamp": 1483433500,
      "creation_timestamp": 1482433500,
      "in_trial": true
    },
    "my_profile": {},
    "chats_info": [
      {
        "id": "PJ0MRSHTDG",
        "users": [],
        "last_thread_info": {
          "id": "K600PKZON8",
          "user_ids": ["smith@example.com"],
          "properties": {
            "routing": {
              "idle": false,
              "unassigned": false
            }
          },
          "created_at": "2020-05-07T07:11:28.288340Z",
          "last_event_per_type": {
            "message": {
              "event": {}
            },
            "system_message": {
              "event": {}
            }
          }
        },
        "properties": {
          "routing": {
            "idle": false,
            "unassigned": false
          }
        },
        "access": {}
      }
    ]
  }
}

Set away status

Sets an agent’s connection to the away state. The method works per connection — all connections an agent has (desktop, mobile, etc.) must be in the away state for the agent’s status to be changed to not_accepting_chats. You may want to make use of the auto-away feature and set the agents’ statuses to not_accepting_chats when they’re inactive. Checking if agents are active or inactive should be implemented on your side. If you decide they’re inactive, set their connections to away. The auto-away feature will recognize the away connections and change the agent’s status to not_accepting_chats. Specifics


Action	`set_away_status`
Required scopes	`agents--my:rw`
Push message	—

Request

Parameter	Required	Type	Notes
`away`	Yes	`bool`	If set to `true`: the connection is set to the `away` state.

No response payload.

Request

{
  "action": "set_away_status",
  "payload": {
    "away": true
  }
}

Response

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

Set routing status

Changes the status of an agent or a bot agent. It sets the status for the session duration. Once the session ends, the status gets back to what’s in the agent’s settings. Unlike set_away_status, which is another mechanism of status manipulation, set_routing_status is independent of the number of connections (desktop, mobile, etc.). Specifics


Action	`set_routing_status`
Required scopes	For agents: or . For bot agents: or .
Push message	`routing_status_set`

Request

Parameter	Required	Type	Notes
`status`	Yes	`string`	Possible values: for agents: `accepting_chats` or `not_accepting_chats`; for bot agents: `accepting_chats`, `not_accepting_chats`, or `offline`.
`agent_id`	No	`string`	The agent ID. If not specified, the requester’s status will be updated.

No response payload.

Request

{
  "action": "set_routing_status",
  "payload": {
    "status": "accepting_chats",
    "agent_id": "smith@example.com"
  }
}

Response

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

Logout

Logs the agent out. Specifics


Action	`logout`
Required scopes	—
Push message	—

No request parameters. No response payload.

Request

{
  "action": "logout",
  "payload": {}
}

Response

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

List routing statuses

Returns the current routing status of each agent selected by the provided filters. Specifics


Action	`list_routing_statuses`
Required scopes	and
Push message	—

Request

Parameter	Required	Type	Notes
`filters`	No	`object`
`filters.group_ids`	No	`array`

Response An array of objects, each containing:

Field	Type	Notes
`agent_id`	`string`
`status`	`string`

Request

{
  "action": "list_routing_statuses",
  "payload": {
    "filters": {
      "group_ids": [0]
    }
  }
}

Response

{
  "request_id": "<request_id>",
  "action": "list_routing_statuses",
  "type": "response",
  "success": true,
  "payload": [
    {
      "agent_id": "smith@example.com",
      "status": "accepting_chats"
    },
    {
      "agent_id": "agent@example.com",
      "status": "not_accepting_chats"
    }
  ]
}

Update session

Replaces the token used in the login request with a new one. This allows the WebSocket connection to remain open after the former token expires, as its lifetime is now tied to the new token. Specifics


Action	`update_session`
Required scopes	—
Push message	—

Request

Parameter	Required	Type	Notes
`token`	Yes	`string`	The OAuth token from the agent’s account.

No response payload.

Request

{
  "action": "update_session",
  "payload": {
    "token": "Bearer us-south1:test_1fgTbfXmgthj4cZSA"
  }
}

Response

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

Overview

Methods

Set away status

Set routing status

Logout

List routing statuses

Update session

​Login

​Set away status

​Set routing status

​Logout

​List routing statuses

​Update session

Login

Set away status

Set routing status

Logout

List routing statuses

Update session