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Livechat chatbot and app integration (backend)
The omnidesk chat service is well suited to be integrated with your own app or chatbot. You can use our API to push the chatbot history and provide a way to escalate. These docs can also be used to integrate our chat with your mobile apps (android/iphone).

Session management

Because you are building an app or chatbot you probably already have a unique session ID of your current session. Our service requires that you provide a unique chat session id. You are in control of the session.

Escalate a chat from chatbot to a live person

You can use our API call notifyUserNewChatMessage to create a new chat session and you can also use this same endpoint to post new messages. This is supposed to be used at your backend / middleware.
Example of a new escalation (and creation of a ticket consequently):
post
https://account.omnidesk.com/api/v2/
chat/notifyUserNewChatMessage
New chat message from the customer to the agent
All consequent messages should also be posted to this endpoint. Provide the same sessionID so that it will go to the same ticket and support agent, if not it will create a new ticket.

Handle agent response

The response of the chat agent will be posted to the chatServer hookpoint. The response will be posted to {{ chatServer }}/ messageForCustomer, see below.
post
{{ chatServer }}
/messageForCustomer
New message from the agent to the customer (hookpoint)
post
https://account.omnidesk.com/api/v2/
addAttachment
File upload from the customer to the agent
post
{{ chatserver }}
/uploadForCustomer
File upload from the agent to the customer (hookpoint)
post
https://account.omnidesk.com/api/v2/
chat/notifyUserNewChatEvent
Typing indicator and other events for the customer
post
{{ chatserver}}
/typingIndicatorForCustomer
Typing indicator for customer (hookpoint)
post
https://account.omnidesk.com/api/v2/
message/notifyUserEndChat
End the session (timeout or other trigger)
get
https://chat.omnidesk.io/
requestChatConfig
Request if agents available with the si
post
https://account.omnidesk.com/api/v2/
message/chatbot
Create chatbot log
post
{{ chatserver}}/
endSession
Push end session
Last modified 4mo ago