Changelog

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Catalog

• There’s a new API, the Product Directory API, for uploading and managing a product catalog for use by an AI agent.
• New methods: Upload a product catalog, Check import status, List catalogs, Get catalog details.

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Customers

• The Customer data structure has a new segment_memberships field containing Segment membership objects.
• There is a new push: segment_memberships_updated.
• The Customer data structure has a new carts field, an array of Cart objects.
• The customer_updated push now includes cart data.
• The Update Customer (Web & RTM) method now allows clearing the values of name, email, phone_number, and address components by providing an empty string as the new field value.

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Configuration

• There are new pushes: canned_response_created, canned_response_updated, canned_response_deleted.

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Chats

• The List Archives method has new filters: chat_ids and agent_types.
• The Chat summary data structure was renamed to Chat info, and its field last_thread_summary was renamed to last_thread_info.
• In the List Chats and Login (RTM) responses, chats_summary was renamed to chats_info, last_event_per_type was moved inside last_thread_info and no longer wraps each entry in an extra event object, and restricted_access was moved from last_event_per_type to last_thread_info itself — when present, last_thread_info.last_event_per_type is not sent.

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Other

• The customers.ids recipient type was removed from the Multicast method across all API versions.

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Customers

• The Update Customer (Web & RTM) method now allows clearing the values of name, email, and address components by providing an empty string as the new field value.

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Chats

• In the List Chats (Web & RTM) response, chats_summary was renamed to chats_info, last_event_per_type was moved inside last_thread_info, and each last_event_per_type entry no longer wraps its fields in an extra event object.

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Customers

• The Update Customer Page RTM method’s response now includes an optional groups field when the customer’s group assignment changes as a result of the call.

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Other

• The Get Predicted Agent method was removed and replaced by a new Request Welcome Message method.
• There’s a new push: incoming_welcome_message.

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Allowed domains

• New methods for managing allowed domains: Add Allowed Domain, List Allowed Domains, Delete Allowed Domain.

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Canned responses

• New methods for managing canned responses: Create Canned Response, Update Canned Response, List Canned Responses, Delete Canned Response.

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Customer bans

• A new method, Ban Customer, was added.

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Forms

• New methods for managing forms: Get form, Update form, and Delete form.

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Greetings

• The Create Greeting method has a new greeting rule type: url_match_page_view_number.

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Translations

• New methods for managing translations: Update Translations, List Translations.

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Customer properties

• New methods for managing customer property definitions: Create customer property definition, Update customer property definition, Delete customer property definition, List customer property definitions.
• A new method, Set customer properties values, sets customer property values for a customer.
• Customer property definitions have a new has_value field, and their type_configuration has a new allowed_values field for constraining values to a predefined domain.
• The Get customer and Get merged customer methods’ responses have a new customer_properties field.
• The List customers and Get customers count methods support filtering on custom customer properties via the customer_property field.
• The timestamp property format is immutable after the property is created. The Update customer property definition method can update type_configuration.allowed_values.

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Customers

• A new method, Has sales events, returns whether the organization (or a store) has recorded any sales activity.
• The Get customer and Get merged customer methods’ responses have a new segment_memberships field.
• A new method, Update customer, assigns or removes a customer’s VIP relationship level.
• Customer responses include relationship_level and Instagram, Telegram, and SMS omnichannel data when available.
• The List customers and Get customers count methods support filtering by segment membership and VIP relationship level. List customers also supports sorting by customer property ID.

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Segments

• New methods for managing segment definitions: Get segment definitions, Create segment definition, Update segment definition, and Delete segment definition.

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Sales

• There’s a new method, Abandoned Carts, which returns the number of abandoned carts and their total value during the specified period.

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Stats

• There’s a new method, Visitor Domains, which returns the top domains from which visitors accessed your website along with their page view counts.

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Chats

• The Get Chat method now validates access to the requested thread.
• The List Chats filter include_active was replaced with active, which allows filtering active-only, inactive-only, or both.
• The List Archives method has new filters: customer_id, customer_email, chat_ids, agent_types, and ecommerce_sales.
• The Thread data structure has a new customer_visit field.
• The Rich Message data structure has a new ecommerce field.
• The Message data structure has a new postback.ecommerce field.
• In the List Chats (Web & RTM) and Login (RTM) responses, last_event_per_type in the Chat summary data structure reflects events from the chat’s last thread only, not the whole chat.

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Events

• A new System event structure was added.
• A new Deleted Event structure was added.
• There’s a new method: Send Event Preview (Web & RTM).

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Customers

• The Create Customer and List Customers methods were removed.
• The Subscribe Customers and Unsubscribe Customers RTM methods were added.
• The last_visit field was renamed to visit in the Customer data structure.
• The Customer data structure now includes ticket information (when available), phone number, omnichannel data, and address information.
• The Update Customer method has new fields: phone_number, omnichannel, and address.
• The omnichannel field now supports WhatsApp data: id, name, and phone_number.
• The Customer data structure has a new carts field containing an array of Cart objects.
• The customer_updated push now includes cart data.
• The Customer data structure has a new customer_properties field containing a map of Customer Property objects.
• The Customer data structure has a new segment_memberships field containing Segment membership objects.

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Status

• There’s a new RTM method: Update Session.

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Bots

• The X-Author-Id authorization header was removed. Bots must now use Bot Authorization Tokens.

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Pushes

• The agent_disconnected push has a new disconnection reason: role_permissions_changed.
• New pushes: event_deleted, subscribed_customers_totals_updated, ticket_created, ticket_deleted, customer_statistics_updated, thread_summary_set, incoming_error, incoming_thinking_indicator, customer_properties_values_updated, customer_property_definition_created, customer_property_definition_updated, customer_property_definition_deleted.
• There is a new push: segment_memberships_updated.
• The Send Rich Message Postback method and incoming_rich_message_postback push have new fields: button_type, button_value, ecommerce.

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Other

• Thread summaries are now supported. A new method, Request Thread Summary, was added. Responses for Get Chat, List Archives, and List Threads now return a summary object for summarized threads.
• There’s a new method: Send Thinking Indicator (Web & RTM), with a corresponding incoming_thinking_indicator push.

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Chats

• In the List Chats (Web & RTM) response, last_event_per_type in the Chat summary data structure reflects events from the chat’s last thread only, not the whole chat.

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Config

• The Get Dynamic Configuration response has a new format to support non-LiveChat widgets as default widgets.

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Events

• A new System event structure was added.
• There’s a new method: Delete Event (Web & RTM).
• The Rich Message data structure has a new ecommerce field.
• The Message data structure has a new postback.ecommerce field.

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Customers

• The customer_page_updated push was removed.
• The Customer data structure now includes phone number, omnichannel data, and address information.
• The Update Customer method has new fields: omnichannel and address.
• The omnichannel field now supports WhatsApp data: id, name, and phone_number.
• The Login RTM method response has a new customer.address field.
• The Update Customer Page RTM method’s response now includes an optional groups field when the customer’s group assignment changes as a result of the call.

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Pushes

• New pushes: event_deleted, incoming_event_preview, incoming_thinking_indicator, incoming_welcome_message.
• The Send Rich Message Postback method and incoming_rich_message_postback push have new fields: button_type, button_value, ecommerce.

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Other

• There are two new methods: Send Greeting Button Clicked and Request Welcome Message (Web & RTM).

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Agents

• The avatar property was removed from Create Agent. Use Update Account Organization Settings to update avatar.
• The name and avatar properties were removed from Update Agent. Use Update an Account to update name and Update Account Organization Settings to update avatar.

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Bots

• The X-Author-Id mechanism for bot authorization is no longer supported. Bots must now use bot authorization tokens.
• Bots have a new type property.

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Customer bans

• New methods for managing customer bans: List Customer Bans, Unban Customer.

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Greetings

• New methods: Create Greeting, Update Greeting, Delete Greeting, List Greetings, Get Greeting.

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Groups

• The requirement that at least one agent must have the normal priority was removed from Create Group.

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Properties

• Added a new thread summary feature that can be configured using the chats.auto_summary_enabled license property (see Update License Properties).

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Other

• There are two new methods: Reactivate Email (to reactivate a bounced email address) and Update Company Details (to update the license’s company details).

• Configuration webhooks now include a new requester property with details of who triggered the webhook: user_id, client_id, and account_id.
• New webhooks: event_deleted, thread_summary_set.
• The incoming_customer webhook was removed.

• There are four new methods: Unique Visitors, Group Chats Count, Queued Visitors, and Queued Visitors Left.

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Methods

• A new method, Request Welcome Message, was added.
• A new method, Send Greeting Button Clicked, was added.
• The Get Predicted Agent method was removed. Its functionality is now part of Request Welcome Message.

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Events

• New events: incoming_welcome_message, incoming_thinking_indicator, incoming_event_preview, identity_changed.
• The customer_page_updated event was removed.

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Configuration

• A new tabId parameter was added to init() for distinguishing multiple browser tabs from the same customer.
• startChat() and resumeChat() accept a new welcomeMessageId parameter.

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Types

• The init function types now include page and referrer.

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General

• Switched to Customer API v3.5.
• Additional types and constants are available for a better development experience.

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Methods

• The licenseId parameter in the init method was removed. Use organizationId instead.
• The sendTicketForm method was removed. Tickets are now handled through the Ticketing API.

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Chats

• The List Archives method has a new filter: customer_countries.
• The Get Chat method now validates access to the requested thread.
• There’s a new method: Get License Info (Web).
• In the List Chats (Web & RTM) and Login (RTM) responses, last_event_per_type in the Chat summary data structure reflects events from the chat’s last thread only, not the whole chat.

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Status

• The Change Push Notifications method was removed.
• The Login RTM method no longer accepts the push_notifications parameter.
• The incoming_multicast push is no longer sent when group statuses change.

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Pushes

• A new push, groups_status_updated, was added.

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Configuration

• New pushes: tag_created, tag_deleted, tag_updated.
• The work_scheduler field in the agent_created, agent_updated, bot_created, and bot_updated pushes has a new format.

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Chats

• In the List Chats (Web & RTM) response, last_event_per_type in the Chat summary data structure reflects events from the chat’s last thread only, not the whole chat.

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Status

• The customer_disconnected push has a new reason: logged_out_remotely.
• The incoming_multicast push is no longer sent when group statuses change.

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Pushes

• A new push, groups_status_updated, was added.

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Customers

• The customer_page_updated push was removed.

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General

• There’s a new type of request, batch requests, which allows sending multiple calls of the same method in a single request.

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Agents

• List Agents can now filter agents by their suspended status.
• Create Agent, Update Agent, Delete Agent, Suspend Agent, Unsuspend Agent, and Approve Agent now support batch requests.
• List Agents and Get Agent now return the agent’s account_id and a new last_logout field.
• The work_scheduler parameter in Create Agent, Update Agent, Create Bot, and Update Bot has a new format that allows configuring multiple working hours per day.

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Bots

• Create Bot, Update Bot, and Delete Bot now support batch requests.
• A new bot management concept, bot templates, was introduced with four new methods: Create Bot Template, Update Bot Template, Delete Bot Template, List Bot Templates.
• A new bot authorization mechanism, bot authorization tokens, was introduced with three new methods: Issue Bot Token, Reset Bot Secret, Reset Bot Template Secret.

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Properties

• List Group Properties was replaced by List Groups Properties, which allows fetching properties for multiple groups at once.

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Tags

• New methods for managing tags: Create Tag, Delete Tag, List Tags, Update Tag.

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Other

• New methods: List Channels, Check Product Limits for Plan, Get Product Source.
• Get License ID and Get Organization ID were removed.

• New webhooks: tag_created, tag_deleted, tag_updated.
• The work_scheduler field in agent_created, agent_updated, bot_created, and bot_updated webhooks has a new format.
• The auto_access_added, auto_access_updated, and auto_access_deleted webhooks were replaced by auto_accesses_updated.

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General

• New filters are available in all reports: filters.customer_countries.values, filters.customer_countries.exclude_values, filters.customer_countries.require_every_value.

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Tags

• There’s a new method, Tags Chat Usage, which shows how many chats are marked with each listed tag.

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Chats

• The surveys method was renamed to Forms. It shows the number of submitted chat forms along with the count of specific answers.