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):
New chat message from the customer to the agent
POST
https://account.omnidesk.com/api/v2/chat/notifyUserNewChatMessage
This endpoint can be used to send new messages from the customer to the agent. For the first message it will create a new session. Be sure to provide a unique chatSessionID that will remain the same for the entire session.
Path Parameters
messageNumber
integer
The message count within this chat session, starting with 1 for the first message you send in the session. Recommended to use, not required.
url
string
the url the chat was created from, for instance: https://www.brand.com/support
message
string
customer message or chatbot history
channelID
integer
use "8" for live chat
chatAccountToken
string
A token to be created in omnidesk
chatSessionID
string
Your session id
chatServer
string
Your server IP / hostname: hookpoint base
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.
New message from the agent to the customer (hookpoint)
POST
{{ chatServer }}/messageForCustomer
This hookpoint will receive responses from the agent to the customer
Path Parameters
picture
string
Picture of the agent if uploaded
name
string
Name of the replying agent
message
string
Message of the agent
sessionID
string
Your session ID
File upload from the customer to the agent
POST
https://account.omnidesk.com/api/v2/chat/addAttachment
Use this endpoint to upload an attachment from the customer to the agent.
Request Body
file
object
binary of the actual file
chatServer
string
chatAccountToken
string
sessionID
string
File upload from the agent to the customer (hookpoint)
POST
{{ chatserver }}/uploadForCustomer
This hookpoint will receive attachments from the agent to the customer.
Path Parameters
file
object
the actual binary file
sessionID
string
Id of the session
Typing indicator and other events for the customer
POST
https://account.omnidesk.com/api/v2/chat/notifyUserNewChatEvent
Request Body
chatServer
string
chatSessionID
string
event
string
startedtyping|stoppedtyping|expandedchat|minimizedchat
Typing indicator for customer (hookpoint)
POST
{{ chatserver}}/typingIndicatorForCustomer
This hookpoint will receive an indication when the agent is typing or not.
Path Parameters
Typing
boolean
Sets the typing indicator
SessionID
string
Session id of the chat
End the session (timeout or other trigger)
POST
https://account.omnidesk.com/api/v2/message/notifyUserEndChat
As mentioned above your software is in control of the session. With this endpoint you can let Omnidesk know the session ended.
Path Parameters
chatSessionID
string
Your session ID
chatServer
string
Your server IP / hostname (REQUIRED)
Request if agents available with the si
GET
https://chat.omnidesk.io/requestChatConfig
First make sure the option "Hide chat when there are no agents available" is checked at your chat token configuration (Settings > Channels > Live chat > Tokens) and click the update-button. When there are no agents available there will be an instruction in the response of requestChatConfig that contains: "type": "hide_reason_no_agents_available". See a full example of such a response at the Response tab below (look for the key "instructions"). When there are agents available this instruction will not be in the response (there is not a instruction that states that there ARE agents available).
Path Parameters
chatAccountToken
string
your chataccount token
chatServerToken
string
your chatserver token
Create chatbot log
POST
https://account.omnidesk.com/api/v2/message/chatbot
This endpoint can be used to push the chatbot history to Omnidesk.
Request Body
from
string
from address of the customer (email or phone number)
subject
string
subject of the ticket
message
string
the actual conversation history, markdown compatible
brandID
string
ID of the brand, see settings > brands
Push end session
POST
{{ chatserver}}/endSession
Stops the chat as of the agent clicked on the stop button in the ticket interface
Path Parameters
sessionID
string
Your session ID
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