Changelog

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

[v3.4] - Developer preview

No changes yet.

[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.