Changelog
Agent Chat API
Customer Chat API
Web API Reference
RTM API Reference
Data structures
RTM pushes
Changelog

Changelog

This document is the record of all the changes in the Customer Chat API, Web and RTM, starting from version 3.0.

The developer preview version provides a preview of the upcoming changes to the API. It's not open to public use. However, if you want to test some features, contact us at developers@livechat.com or ask on the chat, and we'll give you access.

[v3.5] - Developer preview

[v3.4] - 2021-12-22

General

The mandatory query string parameter, license_id, was replaced with organization_id (except for Get Dynamic Configuration method, which will support both parameters).

Events

  • The Form (Web & RTM) and Filled Form (Web & RTM) events have a new field, form_type.

[v3.3] - 2021-03-30

RTM

  • The General RTM API Request Format was extended with an optional parameter, version. You can now call individual methods on different (higher) versions than the one of your RTM connection.
  • The General Push Format was extended with the version field. To receive pushes from different API versions, subscribe to them via the new, pushes parameter in Login (RTM).

Chats

  • In the Deactivate Chat (Web & RTM) method, the chat_id parameter was renamed to id.
  • 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.

Config

Events & users

  • 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.
  • In the Filled form fields and Form fields data structures, the type property has a new possible value, subject. It's a new type that can appear in ticket forms.
  • There's a new event type, Form that allows for sending an empty form to fill out.

Greetings

Localization

Properties

  • In the Update Chat Properties (Web & RTM) method, the chat_id parameter was renamed to id.
  • In the Delete Chat Properties (Web & RTM) method, the chat_id parameter was renamed to id.
  • In the List Group Properties method:
    • the license_id parameter was removed.
    • the group_id parameter was renamed to id.
  • In the List License Properties method, the license_id parameter was removed.

Customers

  • The customer_updated push:
    • now returns only the updated data.
    • has a new format; the fields are no longer nested within the customer field.
  • The Customer (Web & RTM) data structure has a new property, email_verified.

Status

  • The Login (RTM) method has a new optional parameter pushes- it controls to which pushes the user is subscribed during the current RTM connection.

Other

  • The Get Predicted Agent (Web & RTM) response has a new format:
    • The fields are now nested together as the agent field.
    • there is a new field, queue.
  • There's a new method, Request Email Verification.

[v3.2] - 2020-06-18

Chats

  • The Get Chats Summary method was renamed to List Chats (Web & RTM).
  • The List Chats method:
    • is paginated with page_id.
    • had the order field replaced with last_thread_created_at in the response.
  • The incoming_chat_thread push was renamed to incoming_chat.
  • The incoming_chat push:
    • had the chat.order field removed from the payload.
    • has a new field, requester_id.
  • 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.
    • has changed its shape; it no longer contains the order field and the chat key.
    • returns thread instead of threads_summary.
  • The Close Thread method was renamed to Deactivate Chat (Web & RTM). The corresponding push, thread_closed, was renamed to chat_deactivated.
  • There's a new method, List Threads (Web & RTM).
  • The Get Chat Threads Summary method was removed.

Chat access

  • The chat_transferred push:
    • is no longer tied directly to Transfer Chat (Web & RTM). Now, it can be generated when the transfer is implicit, for example, agents are reassigned due to their inactivity.
    • has new fields: thread_id, reason, queue and transferred_to.
    • had the requester_id field changed to optional. The field will be present only when reason is manual.
    • had the type and ids fields were removed.
  • The chat_access_set push was 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 and requester_id.
    • had the user_type field removed.
  • The chat_user_removed push was renamed to user_removed_from_chat.
  • The user_removed_from_chat push:
    • has new fields: reason and requester_id.
    • had the user_type field removed.

Events

  • The Filled form fields data structure has a new field, id (fields.answer.id for the group_chooser field type). It's an identifier for each option Customers can choose. The id is now returned by the Get Form method (Web & RTM) (form.fields.options for the group_chooser field type).
  • The Thread data structure:
    • has new fields: previous_thread_id and next_thread_id.
    • had the order and timestamp fields replaced with a new one, created_at (date & time in microseconds in UTC).
    • has a new field, queue.

Properties

  • The Property data structure now has the same format in requests as in responses and pushes.
  • There are new methods: List License Properties (Web) and List Group Properties (Web).
  • 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.

Customers

  • The Update Customer (Web & RTM) method, which used to return the Customer data structure, now has no response payload.
  • The Set Customer Fields method was renamed to Set Customer Session Fields (Web & RTM).
  • The customer_updated push is no longer triggered by Set Customer Session Fields.
  • Each method, response, and push that deals with a variation of customer fields had this field renamed to session_fields and its format changed. It's now an array that respects the item order.
  • There's a new method, Get Customer (Web & RTM).

Status

  • The Login method:
    • has a new parameter, application, related to the application info.
    • had its response extended with the greeting object. The returned customer data was moved from __priv_dynamic_config to the customer object.
  • The Get Groups Status method was renamed to List Group Statuses (Web & RTM).
  • The List Group Statuses (Web & RTM) method accepts group_ids instead of the groups parameter.

Other

  • The Get URL Details method was renamed to Get URL Info (Web & RTM).
  • The Get URL Info method now returns the image_original_URL parameter.
  • There're new greeting-related methods and pushes:
  • There's a new queue_position_updated push with an updated queue position and wait time.

[v3.1] - 2019-09-17

Added

  • 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.
  • 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 of timestamp. Also, it no longer returns timestamp in the response.
  • Push last_seen_timestamp_updated was transformed into events_marked_as_seen with the seen_up_to parameter instead of timestamp.
  • Fields order and timestamp in events were replaced with the new field, created_at (date & time in microseconds in UTC).
  • Method Send Event (Web & RTM) no longer accepts the require_active_thread parameter. Thread is always required to be active unless attach_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 optionally event_ids if requested. It used to return the whole Chat data structure.
  • Method Activate Chat (Web & RTM) now returns only thread_id and optionally event_ids if requested. It used to return the whole Chat data structure.
  • The customer_updated push is no longer triggered by Set Customer Session Fields.

Removed

  • The Send File method was removed.

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