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

{"type": "result", "message": "Message sent.", "ticketID": 12312}

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

ok

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

{"type" => "result, "message" => "Attachment uploaded.", "ticketID" => X, "messageID" => X}

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

ok

Typing indicator and other events for the customer

POST https://account.omnidesk.com/api/v2/chat/notifyUserNewChatEvent

Request Body

{"type" => "result, "message" => "Event sent."}

Typing indicator for customer (hookpoint)

POST {{ chatserver}}/typingIndicatorForCustomer

This hookpoint will receive an indication when the agent is typing or not.

Path Parameters

ok

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

{"type": "result", "message": "Session ended."}

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

{
  "type": "result",
  "message": "start instructions",
  "config": {
    "chat_logo": "https://www.omnidesk.nl/img/logo_white.svg",
    "header_color": "#18e2ae",
    "chat_logo_height": "30",
    "chat_logo_width": "100",
    "chat_background_color": "#e5e5e5",
    "chat_message_customer_color": "#ffffff",
    "chat_message_customer_text_color": "#000000",
    "chat_message_agent_color": "#18e2ae",
    "chat_message_agent_text_color": "#000000",
    "chat_textarea_placeholder": "Type je vraag en druk op enter",
    "chat_introduction_html": "",
    "label_provide_email_address": "Please provide your mail address",
    "label_provide_phone_number": "Please provide your phone number",
    "placeholder_email_address": "name@domain.com",
    "placeholder_telephone_number": "0612345678",
    "start_button_color": "#232541",
    "start_chat_instructions": "Welkom! Typ je vraag, iemand van onze klantenservice komt zo bij je.",
    "session_timeout_warning": "notice: due to inactivity this session will soon close",
    "session_timeout_message": "session closed, refresh window to start a new chat",
    "file_uploaded_text": "File uploaded.",
    "agent_typing_text": "Agent typing..",
    "show_survey_after_chat": null
  },
  "instructions": [
    {
      "type": "hide_reason_no_agents_available"
    },
    {
      "type": "phoneNumber",
      "key": "phoneNumber"
    },
    {
      "type": "show_team",
      "team_profile_pictures": []
    }
  ]
}

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

{
  "result": "success",
  "message": "Chatbot ticket created."
}

Push end session

POST {{ chatserver}}/endSession

Stops the chat as of the agent clicked on the stop button in the ticket interface

Path Parameters

{
    "message": "ok"
}

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