Changelog
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This document is the record of all the changes in the Agent Chat API, Web and RTM references, starting from version 3.0.
[v3.3] - Developer preview
Chats
- The Deactivate Chat (Web & RTM) method had the
chat_id
parameter renamed toid
. - The Follow Chat (Web & RTM) method had the
chat_id
parameter renamed toid
. - The Unfollow Chat (Web & RTM) method had the
chat_id
parameter renamed toid
. - The Activate Chat method was renamed to Resume Chat (Web & RTM).
- The Start Chat (Web & RTM) and Resume Chat (Web & RTM) methods have a new optional parameter,
active
. - The Start Chat and Activate Chat methods now update the requester's
events_seen_up_to
as if all chat events were already seen by the requester. A subsequent call to Mark Events As Seen can be skipped in such cases.
Chat access
Events, users & data structures
- The File (Web & RTM) event has a new parameter for images,
alternative_text
. - The Rich Message (Web & RTM) data structure:
- has a new parameter for images,
alternative_text
, - has a new property for buttons,
target
.
- has a new parameter for images,
- The Customer (Web & RTM) data structure:
- has a new property for visits,
ended_at
. - has new properties:
followed
,online
,group_ids
,state
.
- has a new property for visits,
- The Form field event's
type
property has a new possible value,subject
. It's a new type that can appear in ticket forms.
Properties
- The Update Chat Properties (Web & RTM) method had the
chat_id
parameter renamed toid
. - The Delete Chat Properties (Web & RTM) method had the
chat_id
parameter renamed toid
.
Customers
- The Get Customer (Web & RTM) method had the
customer_id
parameter renamed toid
. - The Update Customer (Web & RTM) method had the
customer_id
parameter renamed toid
. - The Ban Customer (Web & RTM) method had the
customer_id
parameter renamed toid
. - There are new methods:
- There's a new push, incoming_customers.
- There's a new push, customer_unfollowed, complementary to the Unfollow Customer method.
- The customer_created and customer_visit_started pushes were replaced by the incoming_customer push.
- The customer_visit_ended push was replaced by the customer_left and customer_transferred pushes.
- The List Customers (Web & RTM) method:
- has a new parameter,
sort_by
. - has new filters:
include_customers_without_chats
andchat_group_ids
. - has a new field,
limited_customers
, added to the response.
- has a new parameter,
- The List Threads (Web & RTM) method:
- has new filters:
from
andto
.
- has new filters:
Status
- The Login (RTM) method has a new optional parameter,
customer_push_level
. It controls the volume of customer-related pushes sent to the agent. - There's a new method, List Routing Statuses (Web & RTM), for retrieving the agent's current routing status.
[v3.2] - 2020-06-18
Chats
- The Get Archives method was renamed to List Archives (Web & RTM).
- The List Archives method:
- has a new filter,
agents
. It replaces theagents_ids
filter. - has a new filter,
events.types
. - has new pagination with hashed page IDs replacing the old pagination format. Pagination is now uniform across the whole Agent Chat API.
- has a new parameter,
highlights
. It allows you to highlight the match offilters.query
with an HTML tag.
- has a new filter,
- The Get Chats Summary method was renamed to List Chats (Web & RTM).
- The List Chats method:
- has a new filter,
include_chats_without_threads
. - had the
order
field renamed tosort_order
. - had the
chat.order
field removed from the response.
- has a new filter,
- The Get Chat Threads method evolved into Get Chat (Web & RTM).
- The Get Chat method:
- allows to retrieve a particular thread from the specified chat.
- changed its shape; it no longer contains the
order
field and thechat
key. - returns
thread
instead ofthreads_summary
.
- The Close Thread method was renamed to Deactivate Chat (Web & RTM). The corresponding push, thread_closed, was renamed to chat_deactivated.
- The incoming_chat_thread push was renamed to incoming_chat.
- The incoming_chat push has new fields,
requester_id
andtransferred_from
. - There's a new method, List Threads (Web & RTM).
- There's a new push, chat_unfollowed, complementary to the Unfollow Chat method.
- The Get Chat Threads Summary method was removed.
Chat access
- The Grant Access method was renamed to Grant Chat Access (Web & RTM).
- The Grant Chat Access method:
- no longer accepts the
resource
parameter. - had its corresponding push, access_granted, renamed to chat_access_granted.
- no longer accepts the
- The Revoke Access method was renamed to Revoke Chat Access (Web & RTM).
- The Revoke Access method:
- no longer accepts the
resource
parameter. - had its corresponding push, access_revoked, renamed to chat_access_revoked.
- no longer accepts the
- Transfer Chat (Web & RTM) can now be used with inactive chats.
- The chat_transferred push:
- is no longer tied directly to Transfer Chat. Now, it can be generated when the transfer is implicit, for example, agents are reassigned due to their inactivity.
- has new fields,
requester_id
,thread_id
,reason
,queue
, andtransferred_to
. - no longer has the
type
andids
fields.
- The Set Chat Access method was removed. Its use cases are now covered by Transfer Chat (Web & RTM). The corresponding push, chat_access_set, was also removed.
Chat users
- The chat_user_added push was renamed to user_added_to_chat.
- The user_added_to_chat push:
- has new fields:
reason
andrequester_id
. - no longer has the
user_type
field.
- has new fields:
- The chat_user_removed push was renamed to user_removed_from_chat.
- The user_removed_from_chat push:
- has new fields:
reason
andrequester_id
. - no longer has the
user_type
field.
- has new fields:
- The Add User to Chat method (Web & RTM) accepts an optional parameter,
require_active_thread
.
Events
- The Thread data structure:
- has new fields:
previous_thread_id
,next_thread_id
,queue
, andqueues_duration
. - had the
order
andtimestamp
fields replaced with a new one,created_at
(date & time in microseconds in UTC). - had the
restricted_access
field type changed tostring
. It contains the reason for access restriction.
- has new fields:
- The Form field data structure has a new parameter,
id
(fields.answer.id
for thegroup_chooser
field type). It's an identifier for each option Customers can choose. - The Chat summary data structure has a new field,
queue
, nested inlast_thread_summary
.
Properties
- The Property data structure now has the same format in requests as in responses and pushes.
- The Update Chat Thread Properties method was renamed to Update Thread Properties (Web & RTM). The corresponding push, chat_thread_properties_updated, was renamed to thread_properties_updated.
- The Delete Chat Thread Properties method was renamed to Delete Thread Properties (Web & RTM). The corresponding push, chat_thread_properties_deleted, was renamed to thread_properties_deleted.
Thread tags
- The Tag Chat Thread method was renamed to Tag Thread (Web & RTM). The corresponding push, chat_thread_tagged, was renamed to thread_tagged.
- The Untag Chat Thread method was renamed to Untag Thread (Web & RTM). The corresponding push, chat_thread_untagged, was renamed to thread_untagged.
Customers
- There's a new method Get Customer (Web & RTM) that returns info about a given Customer.
- The Update Customer (Web & RTM) method, which used to return the Customer data structure, now has no response payload.
- Each method, response, and push that deals with a variation of customer
fields
had this field renamed tosession_fields
and its format changed. It's now an array that respects the item order. - The Get Customers method was renamed to List Customers (Web & RTM).
- In the List Customers method, the
order
field was renamed tosort_order
.
Status
- The Login method:
- has a new parameter
away
. It was introduced to prevent chat assignments after unexpected reconnects. - had the
order
field in thechat
object removed from the responses.
- has a new parameter
- The Update Agent method was replaced with Set Routing Status (Web & RTM). The corresponding push, agent_updated, was replaced with routing_status_set.
Other
- There's a new method List Agents For Transfer (Web & RTM).
- There's a new push, queue_positions_updated, with updated positions and wait times for queued chats.
- In Multicast (Web & RTM), the
scopes
field was renamed torecipients
.
[v3.1] - 2019-09-17
Added
- Web API: The Send File method was replaced with Upload File (Web). The new method should be used along with Send Event (Web & RTM), Start Chat (Web & RTM), or Activate Chat (Web & RTM).
Changed
- Web API: From now on, sending payloads explicitly in the request body is allowed. You no longer have to wrap it up in the
payload
object. - Web API: When using Bot Agents, you need to include the
X-Author-Id
header in requests instead of sendingauthor_id
in the request body. - Method Update Last Seen Timestamp was transformed into Mark Events as Seen (Web & RTM). Now, it accepts the
seen_up_to
parameter (date & time in microseconds in UTC) instead oftimestamp
. Also, it no longer returnstimestamp
in the response. - Push
last_seen_timestamp_updated
was transformed intoevents_marked_as_seen
withseen_up_to
parameter instead oftimestamp
. - Fields
order
andtimestamp
in events were replaced with the new field,created_at
(date & time in microseconds in UTC). - Method Create Customer (Web & RTM) now returns only
customer_id
instead of the whole Customer data structure. - Method Send Event (Web & RTM) no longer accepts the
require_active_thread
parameter. Thread is always required to be active unlessattach_to_last_thread
is enabled. - Method Send Event now returns only
event_id
instead of the whole Event data structure. - Method Start Chat (Web & RTM) now returns only
chat_id
,thread_id
and optionallyevent_ids
if requested. It used to return the whole Chat data structure. - Method Activate Chat (Web & RTM) now returns only
thread_id
and optionallyevent_ids
if requested. It used to return the whole Chat data structure.
Removed
- The Send File method was removed.