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Chat API

The Chat API is a logic layer for creating and managing chats across multiple channels.

The Chat API 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 omnichannel chat functionality into your own products and services. You must become a partner to utilise the API.

The API consists of the following services:

  • Chat service
    Provides all the functions needed to create and manage chats.

  • Chat message service
    Provides all the functions needed to send and retrieve messages on a chat.

  • Chat configuration service
    Provides all the functions needed to create and manage chat teams and the channel configuration for them.

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.

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Channels

Chat can be used with the following channels:

  • Web chat
  • App Messaging
  • SMS
  • Email
  • Facebook

Starting chats

Chats are started when a new message is received from 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 through 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 two 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 an 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.