Chat API

The Chat API is a logic layer for creating and managing chats across multiple channels. It is built upon the App Messaging channel and is the same API used to power our Chat SaaS tool.

We make the API available for integration if you need to provide omni channel chat functionality into your own products and services. You will need to become a partner to utilise the API.

The API consists of the following services:

Chat service

This service provides all the functions needed to create and manage chats.
The API details can be found here.

Chat Message service

This service provides all the functions needed to send and retrieve messages on a chat.
The API details can be found here.

Chat Configuration service

This service provides all the functions needed to create and manage chat teams and the channel configuration for them.
The API details can be found here.

Web hook events

Concepts

The following concepts should be understood to help you to understand how the Chat API works:

Teams

You must have a least one team defined in order to create a chat, as chats are created when a new message is received and is routed to a team using the channels associated with the team.

Channels

Chat can be used with the following channels:

  • Web chat
  • App Messaging
  • SMS
  • Email
  • Facebook
  • Twitter (Coming soon)

Starting Chats

Chats are started when a new message is received from via a channel associated with a team where there is no active chat with the sender already, otherwise the message is appended to the ongoing chat.

Response Routing

A chat exists on a single channel at any one time but can move between channels during its lifetime. When a chat is transferred to another team any responses are automatically routed back via the channel the message was received on, therefore allowing all teams to participate in a chat even if they don't have the channel the message started on associated with them. This allows the creation of a team structure where there are a few teams that handle the first line contact and then route the chat onward to specialist teams.

Chats

A chat is the container for all communication in the Chat API. A chat can be created, transferred or deleted.

Maximum Participants

A chat may only have 2 participants at any one time, the customer and agent.

Chat ownership

A chat is assigned to either a team for automatic assignment to an available agent or to a agent directly.

Closing chats

To ensure a new chat is started next time a customer contacts you once a conversation is complete you must ensure that the chat is closed.

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Try our chat tool

Use our chat tool to see the Chat API in action and get a better feel for how it operates.